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Author Topic: rant on stupid customers Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 03-21-2004 02:50 AM                     True, you could try offering the product for a while and see how it goes, but if the person already said they're never coming back to your theater because you don't serve it, how will they ever know you started serving it? It also depends on the product, and the area. I've been to theaters that sell over 150 hot dogs on a Friday, while another one was lucky if they sold 10. (They stopped selling the hot dogs, and suddenly everyone and their mother asked about them.) Or it may not be worth it at all, like roasted almonds. Nobody ever seems to buy them except the one or two a day that rave about how good they are. Customer service and satisfaction is only part of the business. Personally, the way I would love to deal with customers who say they will "never come back to this place again!" would be to take a polaroid or a still from the security cameras and keep track of them. Then if they do come back, call the police and serve them with a trespass warning. Reason: "Customer said they are never coming back, so I assumed they returned to attack me." Or just confront them. "Hey! Good to see you... I thought you'd NEVER come back here!" =TMP= =TMP=  |  IP: Logged John Hegel Expert Film Handler Posts: 166 From: Lake Mills, Iowa Registered: Sep 2000 posted 03-21-2004 03:32 AM                        quote: but if the person already said they're never coming back to your theater because you don't serve it, how will they ever know you started serving it? That is my point, make an effort to never lose the customer in the first place. If it comes down to the person getting out of control over a Cherry Coke "Big Gulp" from 7-11; why not kindly and discreetly ask them not to do it in the future and assume that they will continue to come to your venue 5.2 times per year. If that doesn’t work, one might look at the reason people are buying the same product at a different location. Are they receiving the same value vs. dollar spent? How might a theater increase the value to match the price? again... just my opinion  |  IP: Logged Ian Price Phenomenal Film Handler Posts: 1714 From: Denver, CO Registered: Jun 99 posted 03-21-2004 12:48 PM                     I'm not coming back to your theatre because you don't serve Atkins friendly food. I'm not coming back to your theatre because you don't serve soy crackers. I'm not coming back to your theatre because you don't serve organic butter. I'm not coming back to your theatre because you don't serve chai. I'm not coming back to your theatre because you don't serve fried chicken. I'm not coming back to your theatre because you don't serve french fries. I'm not coming back to your theatre because you don't serve bloody marys. I'm not coming back to your theatre because you don't serve gefelta fish. It's a movie theatre people!  |  IP: Logged Mike Spaeth Phenomenal Film Handler Posts: 1129 From: Marietta, GA Registered: Jul 2000 posted 03-21-2004 12:59 PM                        Thomas - your customer service skills are appalling. What happened to the old adage, "the customer is always right?" Especially when you are running an older location - your customer service needs to be top-notch. That's what sets you apart from the new indifferent megaplex down the road. The customers return because of the friendly staff!  |  IP: Logged Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 03-21-2004 03:34 PM                        Mike, I'll agree with you to an extent. A GOOD manager understands the difference between 'The Customer is Always right' and a customer that has clearly gone to far with their expectations. There is a HUGE difference between a courteous inquiry from a customer and a ranting demand. As Ian said, it IS a movie theatre not a Wal-Mart. It has been proven time and again in locations that I've managed, when Joe Q Public realizes that he/she can do as they please because "The customer is always right" they'll begin to take over the place. Like drinking and driving, know when to say when. And I'm sorry, the Customer ISN'T always right. Period.  |  IP: Logged Ian Price Phenomenal Film Handler Posts: 1714 From: Denver, CO Registered: Jun 99 posted 03-21-2004 05:36 PM                     That is untill WalMart gets in to the film exhibition business. They still won't have Soy Crackers, Organic Butter, Chai or Bloody Marys. Although you could buy the bloody mary mix and the vodka at WalMart.  |  IP: Logged Scott Jentsch Phenomenal Film Handler Posts: 1061 From: New Berlin, WI, USA Registered: Apr 2003 posted 03-23-2004 11:10 AM                        I've learned that the customer is not always right, but... the customer is always the customer and therefore deserves to be served with respect and courtesy. Belligerant customers need to be dealt with appropriately, but most customers who complain are really looking for customer service that they didn't receive. There are many diplomatic solutions to problems, and being diplomatic is a requirement of a manager of any service-oriented business. Back in 1993, when the Cinemark Movies 10 opened here in Milwaukee, I took to going there because it was the only THX theater in town. A group of us went to see Mrs. Doubtfire there, and the theater we were in was quite cold. My wife complained to an usher, but didn't get a very satisfying response, so she complained to an Assistant Manager. The Assistant Manager was very rude and demeaning to her, and it spoiled the entire evening for us. I complained to the District Manager for Cinemark and received a reply, some complimentary tickets, and a personal apology from the employee involved. However, not only would she refuse to attend that theater again, it soured her on the idea of going to theaters in general. In the 11 years since, she has been to a theater perhaps 4 times, electing instead to watch movies at home in our own environment and on our own terms. Now, with a family, its difficult to take the time to get out, and going to a movie does not rank highly on the list of possible options when we do take that time for an evening out together. Poor service by management can not only hurt that particular theater, but it can also impact the industry as well. While one person will not cripple the industry, the ripple effect of such an experience should not be dismissed either. If someone made it into a theater with outside food, and that food is not disturbing other patrons in any way, I don't see why a disturbance should be created by the employees of that theater. If it's that important to make a point, wait until the show is over or catch them before the show begins and address the situation. If they are popping can tops during the film or making noise with their potato chip bags, then as a patron in that theater, I would expect the employees to handle the situation so I can get back to enjoying the film without further disruption.  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 03-23-2004 01:20 PM                        "The customer is always right" is one of the stupidest sayings ever coined. The customer is actually almost always wrong. A better adage would be "The customer doesn't always know everything about how our industry works, so it's our job to point him in the right direction, making him feel good about us in the process." Of course that isn't as catchy.  |  IP: Logged Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 03-24-2004 01:10 PM                     quote: Thomas - your customer service skills are appalling. What happened to the old adage, "the customer is always right?" Yep. My customer service skills are appaling because I don't jump to carry every item the customer wants. How dare me? And that's just that -- an OLD adage. What ever happened to 8-track tapes? quote: What's with these theatres that always seem to be "out of stock" of certain items? I hate it when they're "out" of hot dogs, nachos, etc. There's no excuse for running out of these items. I bet their customer service skills were about as appaling as their ability to place orders properly. But there is an exuse as to why they ran out: They decided to sell the item you intended to purchase to the people who got there before you. That's life. quote: The customers return because of the friendly staff! Actually, about 85% of customers don't even acknowledge the staff. They care about price first, selection second, cleanliness third, seating and aesthetics fourth, presentation quality a distant fifth, and the staff only when there's a problem or they need to find the bathroom. That's why theaters cut payroll first and foremost. But still, I try to smile and stay in a good mood, but as others have said, the customer is always misinformed. And some don't want to learn. Waaaaaah! =TMP=  |  IP: Logged Richard Greco Phenomenal Film Handler Posts: 1180 From: Plant City, FL Registered: Nov 2003 posted 06-07-2004 02:30 PM                     Bumping this back up Yesterday...Harry Potter 3 3:30 show I just started that show when the other theatre of it was letting out. I go to help clean it. I left so the ushers could finish it. I had a family of 6 waiting outside the theatre waiting for the 4:00 show. I ask if I can help them, the mom tells me that there are no seats in the 3:30 show and they want to see the 4pm show. There is a huge line waiting to get in for the 4pm show BTW. I tell them with large shows, we try to find seats in the show that they buy for. I go in and am able to find 6 seats in VERY close range to each other. I go to the hallway and tell them this and they start whining that they saw those seats and are going to the 4pm show. Just then, the dad and 3 of the kids walk out of a show of Day After Tomorrow. I end up just giving up and saying "Just Go" and walk away before I say something I regret. We did end up selling out for that 4pm show and had to refund 4 tickets to some customers. What would you have done in that situation? When I found these seats, the show was in the previews BTW. Also there were like 20 seats scattered throughout that 3:30 show. These people came at 3:40 BTW after the projector started. So, to appease 6 people, we had to refund 4 tickets and lost 12.00 + concessions to people. How should I handle a situation like this.?  |  IP: Logged John Carpenter Film Handler Posts: 96 From: Fort Walton Beach, FL, USA Registered: Nov 2002 posted 06-07-2004 07:19 PM                     Richard- We get this a lot, and the best advice that I can offer you is this: Politely inform those people who do not want to sit in the theatre that they purchased tickets for that you will refund their tickets... then it is up to them to try and secure tickets to a show that they DO want to see. If you put the effort back on them, it is a lot less likely that they will do this much more. Explaining that you can only see the film and/or showtime that is on their tickets really seems to end it for most... (of course if the show that is in question is sold out and you have a policy against refunding "sold out" shows then this doesnt work quite as well)  |  IP: Logged Nicole Halper Film Handler Posts: 47 From: Plano, Texas, USA Registered: Mar 2004 posted 06-07-2004 10:50 PM                        Oh- on the Harry Potter note- I just have to say how much it cracks me up when this happens: Yesterday I had a family come up for the 5:10 Harry Potter at 5:10, exactly- and they were in utter shock at it being sold out! Haha~ What did they expect? I mean honestly~ I did have them wait for 6:30 though, but when I told them they might want to be back soon to wait in line, I don't think they cared. Oh well, maybe they'll learn some day~  |  IP: Logged Mike Pennell Expert Film Handler Posts: 150 From: Tucson, AZ, USA Registered: Apr 2003 posted 06-08-2004 02:05 AM                     Richard, Your best bet would be to prevent this before it happens by having an usher or two seat patrons on sell out shows. You can very politely ask guests to move over to seat a family together. nine times out of ten they have no problem with moving. You can also put a "dead" zone in your ticketing system of 10 to 15 seats to ensure seating.  |  IP: Logged Pravin Ratnam Jedi Master Film Handler Posts: 844 From: Atlanta, GA,USA Registered: Sep 2002 posted 06-08-2004 04:10 AM                     If the 4pm show wasnt sold out when the customers wanted to watch it instead of the 3:30, i think one should let them watch the 4pm show. The thing is - was the 3:30 show really sold out which would mean this family deprived some other people from watching that show? And the other thing is - was 4pm already sold out when they made the choice to switch shows? if the answer is NO to both, there is no reason to rue the fact that eventually 4pm was sold out. As a customer, when I request this, the manager happily does a swap by canceling these and giving me a new stub. [ 06-09-2004, 10:18 AM: Message edited by: Pravin Ratnam ]  |  IP: Logged Sonja O'Reilly Film Handler Posts: 18 From: San Diego County, CA, USA Registered: Jun 2002 posted 06-08-2004 05:33 PM                     I've had customers ask an employee to turn off the subtitles on an open-caption film.... then I've had that employee call me over the radio and ask me to turn it off... one of my co-workers suggested I tell them we just figured out how to turn off the director's commentary and we're still working on the subtitles..  |  IP: Logged

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