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Author
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Topic: rant on stupid customers
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Anslem Rayburn
Master Film Handler
Posts: 476
From: Yuma, AZ, USA
Registered: May 2002
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posted 07-18-2005 10:39 AM
I would say that a manager should have taken the card + 50 cents, issued 2 full price tickets, and sorted the whole mess out later. I understand that you can't run the card at the moment the guest was at the box office, but I'm sure that something could have been figured out later. In addition, someone with the power to do so needs to figure out a permanent solution to avoid pissing off future guests. If you take the cards, you better find a way to process them in cases such as this. I personally would find it outrageous that you couldn't process this transaction if it were me.
I am shocked that your system won't allow you to charge part of the transaction to a card and then pay the rest by another method. What if someone has 2 cards, each with different amounts, and wants to use them together to cover the costs of tickets? I would think things like this come up frequently, and am surprised your company hasn't addressed the issue. How do other stores in the mall handle the situation?
quote:
I mean thats like if we went
"OMGLOL [Roll Eyes] thats bad customer service!!!111"
Everytime you told some guest that you couldnt rewind the movie.
I disagree. The request for a rewind is from people running late, and it is nobody's fault but their own. This request was simply asking the business to process a payment method that they accept, but the business has chosen to not accomodate them. This is nobody's fault except for the theater's.
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Matt Fields
Jedi Master Film Handler
Posts: 545
From: Ohio, United States
Registered: Jun 2005
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posted 07-30-2005 08:44 AM
I was working I a college town in a old downtown type theatre where people can walk right in from the street. This particular university was known as a party school, and it lived up to its reputation. Anyways, this drunk or high guy with no shirt on walks in as I'm coming down stairs from the office . He goes upstairs to where the bathrooms and theatre 3 is located. This happens occasionally, drunk people walk in to use the bathroom. Usually, we stop them. But this guy got past us, and I figured he'd be gone in a minute after he went to the John.
Well, he was gone quickly, but he didn't go to the bathroom. He walked into the middle of theatre 3, dropped his pants, and then walked out the auditorium, down the emergency exit stairs, and out onto the street.
I caught a glance when he went out the emergency stairs, and yelled to the concessionist, "streaker"! We went outside, expecting him to be half way down the road. He wasn't. He was just standing there naked. He look at us and started walking toward us.
I told the concessionist, a female, to get inside. He kept coming toward me and it became pretty obvious that he wanted to go back in the theatre. I yelled for the concessionist to lock the doors and call the cops.
As she was doing this, he kept coming toward me as I barred the door. When he got close enough that I could see his eyes, I could tell he was totally stoned on something. Then he pushed me to try to get in, and then he took a swing at me and hit me in the head. It din't hurt though, he was so high he could barely swing his arms.
So, once the doors were locked, I was let in and the cops came. The streaker just kept pulling on the door standing naked in front of the theatre until the police came. When the cops came and cuffed him, I heard the officer ask him if he knew where he was at. The guy just shook his head.
It was shit like that made me tired of working in the college town.
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Robert R. Mayer
Film Handler
Posts: 4
From: Milford, IA, USA
Registered: Aug 2005
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posted 08-12-2005 01:25 AM
The following conversation took place between myself and a movie customer tonight (8/12/05) between the 7:00's & 9:00's...
I went to do a routine walk-through through the auditorium playing Charlie and the Chocolate Factory to make sure it was clean before I let 9:00 customers into that theatre. I walked in one door to the theatre, down the aisle, and back up the other aisle and saw that the theatre was basically spotless (a few pieces of popcorn on the floor). There were three customers still in the auditorium and they were just leaving when I noticed a 12 oz cup in the lady's cupholder. Seeing how that was the only piece of trash that was about to get left in the theatre, I politiely said (to remind her to clean up after herself)
"Hey, Ma'am, would you be able to pick up that cup and take it to the trash on your way out for me?"
She picked the cup up reluctantly and gave it to her husband, who already had a popcorn bag and a cup. I proceeded to walk out the door to the auditorium and heard her make a comment under her breath, something like "Is that a rule or something?"
I stood next to the trash can and said (just to be polite) "You folks have a nice night." She says (with a scoff) "Don't you guys have a cleaning crew around here?"
Slightly taken back, I replied, "Yes -- I'm the cleaning guy this evening. Wasn't that your cup?"
She said, "Well, yes"
"Then I appreciate you taking it out of the theatre for me. Have a nice night."
All the while I'm thinking "You stupid B**** what the heck is your problem. You the only customer in this theatre who couldn't take out their own garbage and you're getting mad at me. You stupid B****."
She then has the nerve to say (keep in mind that I'm being about as polite as I know how) "I've never been asked to take out my cup in a movie theatre before."
I couldn't resist -- I had to fire this out and pretend that I was shocked (in front of another customer who had seen this whole exchange) "Why, don't you normally clean up after yourself?"
She just gave me a glare and walked out of the front doors. Is it too much to ask for people to clean up after themselves when watching a movie? Is it worth getting all p/o'd over it? I wouldn't think it would cause a problem, but I guess you learn something new every day.
STUPID CUSTOMERS! I feel better now...
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Robert Burtcher
Expert Film Handler
Posts: 194
From: Oklahoma City, Oklahoma
Registered: Jun 2005
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posted 08-12-2005 03:18 AM
Sorry to beat a dead horse here...
quote: Jason Black
Run the damn card at $11.50, sweat the .50 cents later.
We COULDN'T. With our POS system, Veloci-D, you can NOT specify an amount to charge to a card. You can ONLY run a card for the FULL TOTAL of the bill - NO LESS. And our manual machine COULDN'T process the cards. Because of those factors, we could not accept the card as payment for 2 tickets.
quote: Anslem Rayburn
I am shocked that your system won't allow you to charge part of the transaction to a card and then pay the rest by another method. What if someone has 2 cards, each with different amounts, and wants to use them together to cover the costs of tickets?
As bad as it sounds, we would either be forced to decline the cards or ask them to combine the cards at the mall's information booth (where they sell the cards).
quote: Anslem Rayburn
How do other stores in the mall handle the situation?
Almost every other store in the mall was smart and obtained a POS system that CAN combine payment methods, or they at least have a manual machine set up that can process the cards. The very few that can't are forced to do the same thing as us - decline the card(s) or, in the same situation as above, ask the customer to have them combined.
The sad thing is, this problem is not specific to my theatre. From what I understand, every Dickinson theatre runs the same POS system (it was developed in-house specifically for the company), so it's a problem in one form or another at all Dickinson locations.
Just so you all know, I'm not disputing the fact that it's bad customer service... I would NOT be pleased if I were in the customer's situation! However, there was basically nothing we could do about it! Even if we could use our manual machine to do the card later, we had no way to verify that the customer was correct in telling us how much was left on the card. Had we just taken the card and attempted to process it later, we might have found out that the card only had $1.50 on it. All we knew was that the card had less than the required amount to allow the transaction to go through, and so we could not accept it.
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Thomas Dieter
Expert Film Handler
Posts: 234
From: Yakima, WA
Registered: Jun 2004
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posted 08-12-2005 01:02 PM
quote: Mike Spaeth
If you worked for me .. you'd be feeling better on your way out the door on a permanent vacation. That's a horrible attitude, especially in front of another customer. What point are you trying to make?
quote: Mike Blakesley
Agreed. I cannot believe you (Robert) actually asked a customer to do YOUR job, and then had the nerve to give her static about it besides. Sorry but the stupidity is yours in this case.
Now with all the theatres that I've worked with, while cleaning the theatre, if I've gone over an area that a customer is sitting in and they leave something, all management, including the owners, said it was okay to ask them to pick up the garbage they left. That's the whole reason they have the "Please dispose of your garbage in the appropriate receptacle adds." Most people that I've found here in FL though pick up their garbage if they see you picking up garbage though. I've yet to have to ask anyone to pick up their garbage here in FL.
I've never looked at it as asking them to do "my" job. It's common courteous to pick up your garbage before you leave. So many others do it, why not you too.
Of course, I've never worked for a corporate cinema company, all have been independent companies. With them being independent, the line I use with customer is, "This is our house, you don't leave garbage laying around at a friends house or your own do you?" If the reply to that is yes, then I reply politely, "We would appreciate it if you disposed of your garbage to help us as others were so gracious to do."
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