my profile | my password | search | faq & rules | forum home

» Film-Tech Forum ARCHIVE   » Operations   » Ground Level   » rant on stupid customers (Page 19)

This topic comprises 75 pages: 1  2  3  ...  16  17  18  19  20  21  22  ...  73  74  75

Author Topic: rant on stupid customers Brandon Willis Expert Film Handler Posts: 216 From: Richmond, VA, USA Registered: Apr 2004 posted 07-07-2005 04:26 PM                     quote: Jesse Skeen At my current job we can see the number customers are calling from, so we can recognize "favorites" right away. I'd give anything to have caller ID on the phones at the theatre!!  |  IP: Logged Robert Burtcher Expert Film Handler Posts: 194 From: Oklahoma City, Oklahoma Registered: Jun 2005 posted 07-10-2005 02:20 AM                     I walked into work today to find this gem unfolding before my very eyes. We use Veloci-D for our concessions and box office tills. Unlike many other POS systems (Radiant, etc.), Veloci-D can not combine payment methods (i.e. half paid in cash, half on credit). Enter Stupid Customer Lady. SCL = Stupid Customer Lady CW = One of the assistant managers, trying his best to keep his cool SCL has a mall gift card with $11.50 on it, and wants to use it to purchase 2 matinee tickets ($12), and then pay the $0.50 difference. CW patiently explains that due to our POS system, we can not combine payment methods. SCL decides that CW, who has been a manager for Dickinson for 3+ years, knows nothing about the POS system and goes on to argue for almost 10 minutes on this point. The conversation included things like: SCL: The mall people said you were new and probably didn't know how to process these cards. CW: *blank stare* Uh, Ma'am, I've worked here for over 3 years. SCL: I guess you don't know your system very well, then, do you? --- CW: (explains for the bajillionth time that he can't combine payment methods) SCL: I'll give you my card, and 50 cents, you print out my tickets, and you can write yourself a note so, later, you know what really transpired. CW: *"Oh God, kill me now" stare* Ma'am, <i>I can't do that</i>. I can't just randomly print out tickets.  |  IP: Logged David Favel Jedi Master Film Handler Posts: 764 From: Ashburton, New Zealand Registered: Feb 2002 posted 07-10-2005 02:41 AM                     Thats the stupidest thing I've heard for a long time. Jesus, get some flexability, or re-direct to why people aren't coming to the movies anymore thread. Rant Off  |  IP: Logged Mike Spaeth Phenomenal Film Handler Posts: 1129 From: Marietta, GA Registered: Jul 2000 posted 07-10-2005 02:42 AM                        That, there, is some bad customer service. Just ring up the card and eat the 50 cents. It is not the customer's fault that your company purchased a shitty POS system. For gods sakes ... even cash registers can combine payment method.  |  IP: Logged Chase Hanson Expert Film Handler Posts: 172 From: San Diego, CA Registered: Oct 2004 posted 07-10-2005 03:40 AM                     quote: Mike Spaeth That, there, is some bad customer service. Not necessarily. If a system cant do something, than a system cant do something. I mean thats like if we went "OMGLOL thats bad customer service!!!111" Everytime you told some guest that you couldnt rewind the movie. The only part about that little story that was actually bad customer service, is where he invested more timing telling his guest what he can not do, and not enough time telling them what he can do.  |  IP: Logged Kyle Caudill Film Handler Posts: 92 From: Wichita Falls, TX Registered: May 2002 posted 07-10-2005 04:26 AM                     A guy comes out and complains about a bright light in the auditorium that is bothering his movie experinece. An usher and myself walk into the auditorium behind the guy. He opens the door and takes an imeediate right turn and walks head first into the wall. It was hard not to laugh. My first thought was he needed more light. The light was from a light illuminating a handicap ramp.  |  IP: Logged Jim Ziegler Jedi Master Film Handler Posts: 753 From: West Hollywood, CA Registered: Jul 99 posted 07-10-2005 05:46 PM                     Actually Mike, there really isn't much that can be done with that system in this instance - as it just won't print the tickets. Probably the best thing to do would be to charge her for one, take that off her card, and then give her a pass for the other. Robert, if Dwayne Johnson is still with the company, give him a call at your home office. He wrote the system and may be able to get in a software fix for you. He's a great guy and very helpful.  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 07-10-2005 11:55 PM                        This is a classic case of making a mountain out of a mole-hill. Customers don't give a shit about "multiple payment methods," nor should they. For cripesake. Ring up the card at full value. Put the 50 cents cash in the till. Insert a note in the till: "Dear manager, the card total will be 50 cents short today, but the cash total will be 50 cents long to make up for it. Questions -- please ask me -- CW" Any manager who can't deal with that should get out of the business.  |  IP: Logged Shane Cooper Expert Film Handler Posts: 232 From: Little Rock, Arkansas Registered: Jun 2004 posted 07-11-2005 12:35 AM                     Okay, my favorite customer complaint of all time. It helps to know that I am a 350-pound black guy. Ray was in it's opening weekend. The DTS failed at the beginning of the 9 pm show. We worked to correct the problem and actually had it fixed prior to the opening credits. Right before the opening started, a customer came out and started to get really upset. I explained that the problem was actually fixed, tried to compensate him, etc. to make him happy. No go. He was convinced this was a conspiracy against every black person in Fort Wayne. He said that, "the white guy running this place put Ray in a broken theater on purpose." I let him know that I decided where the movie should play for that week, (incidentally in the biggest house we had). After some more shouting and more attempts on my part to explain that he was missing his movie while screaming, the final thing he said to me was, "They have you out here man saying this? They got you working for the man?" It was hard not to laugh right in his face at that point. I mean, what do you say to that?  |  IP: Logged Robert Burtcher Expert Film Handler Posts: 194 From: Oklahoma City, Oklahoma Registered: Jun 2005 posted 07-11-2005 01:51 AM                     quote: Jim Ziegler Robert, if Dwayne Johnson is still with the company, give him a call at your home office. He wrote the system and may be able to get in a software fix for you. He's a great guy and very helpful. Thanks for the tip, Jim. I'll pass that on to Mr. Stone, the GM here, and hopefully it'll be fixed (we have a fair number of customers wanting to combine payment methods... though almost none complain when we apologize for not being able to do it). quote: Mike Blakesley For cripesake. Ring up the card at full value. Put the 50 cents cash in the till. If we could have, we would have. Simon Malls owns this particular mall, and their gift cards are processed just like credit cards. Veloci-D does not allow anyone, even managers, to specify an exact amount to charge to a credit card. The card had $11.50 on it, and had we tried to run it for $12 (two matinee tickets), it would have been declined. The only other option would have been to take the card and manually process it later, but our manual equipment apparently doesn't support the mall gift cards, so we couldn't have gotten the money off of it. We were stuck in between a rock and a hard place on this one, and had to stand our ground. The reason I posted that encounter here is because I found it incredible that the customer believed she knew our POS system better than we did. That, and the "mall people told me you were new" crack. :-P  |  IP: Logged Mike Pennell Expert Film Handler Posts: 150 From: Tucson, AZ, USA Registered: Apr 2003 posted 07-11-2005 05:15 AM                     quote: Shane Cooper It was hard not to laugh right in his face at that point. I mean, what do you say to that? Fight the Power!  |  IP: Logged Mike Spaeth Phenomenal Film Handler Posts: 1129 From: Marietta, GA Registered: Jul 2000 posted 07-11-2005 09:05 AM                        Customer service is not a battle ... there is no "standing our ground." Bottom line - it is not the CUSTOMER's fault that you have crappy equipment. YOU eat the cost, be it an entire ticket, whatever ... the CUSTOMER goes away satisfied.  |  IP: Logged Marc Hansen Film Handler Posts: 93 From: Seattle, WA, USA Registered: Dec 2000 posted 07-11-2005 09:50 AM                     Ring it up as a cash sale. Put the mallcard in your pocket. Take 11.50 from your pocket and put it in the till. Use the mall card yourself at some other store. Problem solved. Happy customer.  |  IP: Logged Mark Hajducki Jedi Master Film Handler Posts: 500 From: Edinburgh, UK Registered: May 2003 posted 07-11-2005 09:58 AM                     The other option would be to get a machine to sell/add credit to the mall cards.  |  IP: Logged Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 07-12-2005 09:17 PM                        It's no damn wonder peole are staying home and using DVR and NetFlix, etc... Eat the .50 and call it a day.. Like someone else siad.. any manager who had their head so far up their ass that they couldn't call this doesn't need to be in this business... and any regional/district/division type manager who coudlnt' understand needs to be out as well.. Run the damn card at $11.50, sweat the .50 cents later. Let the customer go on about her business. She coudl really giev two shits about what type of system you have. All she cares about is the fact that, in essence, you can not process her payment. If you didn't ACCEPT the mall credit cards, it'd be another story.. but your post doesn't make it sound that way...  |  IP: Logged

All times are Central (GMT -6:00)

This topic comprises 75 pages: 1  2  3  ...  16  17  18  19  20  21  22  ...  73  74  75

Printer-friendly view of this topic

Hop To: Select a Forum: Category: Operations -------------------- Digital Cinema Forum Film Handlers' Forum Large Format Forum Ground Level Feature Info, Trailer Attachments & REAL Credit Offsets Category: Community -------------------- Film-Yak Film Handlers' Movie Reviews The Afterlife Bob Maar's Joke-A-Thon Category: Classified -------------------- Equipment and Supplies Wanted/For Sale Help Wanted/Seeking Employment Category: System -------------------- Software Beta Testing Forum

The Film-Tech Forums are designed for various members related to the cinema industry to express their opinions, viewpoints and testimonials on various products, services and events based upon speculation, personal knowledge and factual information through use, therefore all views represented here allow no liability upon the publishers of this web site and the owners of said views assume no liability for any ill will resulting from these postings. The posts made here are for educational as well as entertainment purposes and as such anyone viewing this portion of the website must accept these views as statements of the author of that opinion and agrees to release the authors from any and all liability.