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Author Topic: rant on stupid customers Monte L Fullmer Film God Posts: 8367 From: Nampa, Idaho, USA Registered: Nov 2004 posted 03-13-2005 03:04 AM                     *PHEW*! This topic, when Richard opened up that "can o'worms" about how he handled his unfortunate problem, was ALMOST as bad as the topic of using opaque tape! *PHEW* That one was a bit nasty. -Monte  |  IP: Logged Chase Hanson Expert Film Handler Posts: 172 From: San Diego, CA Registered: Oct 2004 posted 03-13-2005 03:27 PM                     yeah its kinda hard at times to handle scenarios similar to this. especially when your "guidelines" (for all intents and purposes Policy is a word your customers should never hear you say) for customer service have evolved differently than at other theaters/chains. I dont think what transpired should mean that Rich needs to hang up his collared shirt and tie, if anything this should ultimately be something that gets filed away in the pinkish grey stuff for later use. We've all been in his shoes, and done the same thing; something that looked right, but ultimately wasnt the best choice. The ultimate question now is Are you going to remain complacient with the resolution you had, or are you going to strive to adapt and find an even better one?  |  IP: Logged Brandon Willis Expert Film Handler Posts: 216 From: Richmond, VA, USA Registered: Apr 2004 posted 03-15-2005 11:30 AM                     When starting up the last movie last night, I poked my head out the port window. There were only 2 people in the auditorium. One of them turned around and looked at me and then I overheard this conversation: Customer #1: What you lookin' at? Customer #2: It's a man in the window that start up the tape. Customer #1: That's why I like goin' to the movies at Short Pump. They be usin' DVD's for the movies in that joint. Short Pump off the hook. This is even better than the time someone told me we needed to fix the tracking in his auditorium.  |  IP: Logged Thomas Dieter Expert Film Handler Posts: 234 From: Yakima, WA Registered: Jun 2004 posted 03-15-2005 11:56 AM                     I went to start in good company the other day, and after I got out of the booth, I went to shut the auditorium doors. Some woman met me at the doors just as I rounded the corner as said, "Are we going to shut the doors cause there's to much light coming in." I'm thinking to myself, 'No, we are going to leave the door open so that people know where the exit to the hallway is.' I mean, come on, the green band for the first trailer wasn't even off the screen for more than 30 seconds. Just long enough for me to start the motor, have the automation take 7 seconds to open the douser, 15-20 seconds for the green band to disappear, 3-5 seconds for to wait for some sound to check it, and 5 seconds to walk out of the booth, lock it, and walk to the enterance of the doorway. What do people think we are, Elastigirl or something?  |  IP: Logged Dominic Espinosa Phenomenal Film Handler Posts: 1172 From: California, U.S.A. Registered: Jan 2004 posted 03-15-2005 01:39 PM                     quote: Thomas Dieter What do people think we are, Elastigirl or something? Yes. Or superman, or spiderman, or some other super human hero.  |  IP: Logged John Pytlak Film God Posts: 9987 From: Rochester, NY 14650-1922 Registered: Jan 2000 posted 03-15-2005 03:23 PM                        "Projectaman" or "Projectawoman".  |  IP: Logged Robert E. Allen Phenomenal Film Handler Posts: 1078 From: Checotah, Oklahoma Registered: Jul 2002 posted 03-16-2005 07:15 PM                     We lost the lamp on one of our machines last week (for reasons we still don't understand) and the manager/projectionist was out of our football length booth so the screen was dark for about three minutes before someone reported it. A woman came out and asked me if we could rewind it to that spot. I asked her if she'd like to go upstairs and see what it takes to run a film these days. She refused. Speaking of doors, there would be no light problem at our place if the doors were left open but I think it's kinda "cool" (as they say today) that when we press the start button a series of events takes place which includes killing the digital projectors (the "2wenty"), striking the lamp, starting the projector/sound, opening the douser, changing the masking, dimming the lights and closing the auditorium doors. Now if they could only find a way to auto-focus the things they could all be run from the office.  |  IP: Logged Chris Brown Expert Film Handler Posts: 105 From: Fairport, NY, USA Registered: Nov 2004 posted 03-17-2005 12:43 AM                        Okay this happened a few months back...it was about 6:30 on a steady weeknight, and I'm downstairs for a little bit before my set starts at 6:45. I happen to be standing by box office and the box girl (who had just started a few weeks ago) tells me there's a customer on the phone and she doesnt quite understand what the customer is asking her. So I take the call, figuring I had some time to kill before I had to go upstairs. Here's the lady's inquiry: She had in her posession 2 of our Super Saver tickets (a free pass essentially) and wanted to go to a movie with her husband. They are both senior citizens. Now, our senior price is $5.75, and our adult evening price is $8. In her eyes, each Super Saver ticket was worth $8, since that is what one ticket would cost. So what she wanted to do was give us one Super Saver plus $3.50, and have us give her 2 senior tickets. I explained to her that we could not do this because Super Savers have no cash value (I believe it even says this on the back of them). A Super Saver was to be used for one ticket only, and could not be used to pay for a ticket and a half. She did not understand why she couldn't do this, and I tried a million different ways from sideways trying to explain it. It just wasnt working. This goes on for about 15 minutes, when she finally just hangs up on me. Now mind you I wasn't being rude or anything in the least. By that point I was actually just trying to put an end to all of it by offering her passes for the inconvenience and letting that be that. But no. I will admit I was glad to get her off the phone, as I was obviously getting quite frustrated, not to mention being late to start my 6:45 movie! I dont get people though...she has two FREE tickets in her hands! Most people would be perfectly happy with that fact alone. Oh well...good to vent about that one  |  IP: Logged Michael Gonzalez Jedi Master Film Handler Posts: 790 From: Grand Island , NE USA Registered: Sep 2000 posted 03-18-2005 01:40 AM                     Hey Chris that reminds me of a similar situation I had with a customer. A lady (how come it is almost always an older lady?) showed up at the concession stand with one of our coupons for a discounted small drink and small popcorn combo. She couldnt seem to understand why she could not use the coupon for a discount on a large NACHO and small drink. I had to explain to her SEVERAL times that the coupon was only good for a specific combo and that she could not substitute. Well she finally got the coupon combo and after she left, I got a lot of sympathetic looks from other customers waiting in line including a guy who jokingly said that he had a coupon for a free Whopper sandwich from BurgerKing and was wondering if he could use it for a large popcorn?  |  IP: Logged Martin Brooks Jedi Master Film Handler Posts: 900 From: Forest Hills, NY, USA Registered: May 2002 posted 03-19-2005 08:53 PM                        Some of you are still not looking at this from a customer perspective. It doesn't matter if the failure "wasn't your fault". If the customer didn't get what they paid for, it's your responsibility. So if there's a power failure or a bulb failure, it's perfectly understandable that a customer would ask you to "rewind". It's not the customer's job to understand your technology. Likewise, it’s not the customer’s job to understand that there’s only one person in the booth and that’s why the entrance door to the theater is still open. It doesn’t matter to the customer whether there’s one person in the booth or ten. All the customer knows is that there’s an annoying light on and it’s supposed to be dark. The customer has no idea whether you’re going to fix it before the feature starts.  |  IP: Logged Mike Spaeth Phenomenal Film Handler Posts: 1129 From: Marietta, GA Registered: Jul 2000 posted 03-20-2005 02:26 AM                        Chris - who starts a set at 6:45???  |  IP: Logged Chris Brown Expert Film Handler Posts: 105 From: Fairport, NY, USA Registered: Nov 2004 posted 03-20-2005 03:08 PM                        Mike- usually at my theatre the evening set begins somewhere between 6:30 and 6:45. Don't ask my why, thats just how my GM does the scheduling. Usually though there are only 2 or 3 starts before 7 though, so its not so bad.  |  IP: Logged Charles Phillips Film Handler Posts: 39 From: St. Charles, IL Registered: Jul 2004 posted 06-18-2005 03:36 AM                     Customer: There's something wrong with my movie. The voices aren't matching up with the peoples' mouths. Manager: That's is because the film is dubbed m'am.  |  IP: Logged Dominic Espinosa Phenomenal Film Handler Posts: 1172 From: California, U.S.A. Registered: Jan 2004 posted 06-18-2005 01:07 PM                     quote: Mike Spaeth Chris - who starts a set at 6:45??? We do. This week it's Shark boy & Lava girl. A low volume complaint sounded something like this once during Troy: Customer: What's SDDS stand for? Projectionist: Sony Dynamic Digital Sound Customer: Well it's not very dynamic, is it? Projectionist: It's not running in SDDS... Customer: And why not? Projectionist: You're not in the SDDS equipped theater. We don't usually keep movies in the big auditorium more than a couple weeks. Customer: Well you should, you're going to loose business! Attendance that week for Troy was under 50 seats per set.  |  IP: Logged Jon Morgan Film Handler Posts: 60 From: Raleigh, NC Registered: Mar 2005 posted 06-18-2005 05:55 PM                     If only it had been in your biggest theater!  |  IP: Logged

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