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Author
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Topic: rant on stupid customers
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Frank Dubrois
Jedi Master Film Handler
Posts: 896
From: Cleveland, OH
Registered: Mar 2005
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posted 08-24-2005 11:11 PM
I don't beleive its "part of the business" I think its just something that theater workers/owners have just accepted. I don't accept it. I will always make it a point to attempt to get people to take out their own trash.
Exactly who cleans up a food court is a mystery to me. I usually end up searching for a clean table because crap is left there. People are pigs...when their not at home. What would they say if I brought a few tacos from taco bell over to someones house, filled with lettuce and tomatos and sour cream, kicked off my shoes, put my feet up on their nice new chair, dropped lettuce and crap all over their floor, then left the wrappers and bags behind. After all that, just before I leave, I'll complain that the TV show I watched sucked and sound was crappy.
If ANYONE will let me pay them $8 to come to their house for 90 minutes and do that, I'd take em up on it. Naturally, if YOU want to make the tacos, I'll buy them from you. Remember you raise the price enough to account for the carpet cleaning. If I complain enough...I'd like a free pass to come over and do it again.
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David Yauch
Expert Film Handler
Posts: 206
From: Mesa, AZ, USA
Registered: Oct 2004
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posted 08-25-2005 06:03 AM
quote: Frank Dubrois
People are pigs...when their not at home. What would they say if I brought a few tacos from taco bell over to someones house, filled with lettuce and tomatos and sour cream, kicked off my shoes, put my feet up on their nice new chair, dropped lettuce and crap all over their floor, then left the wrappers and bags behind.
First off, there's a large difference between popcorn and tacos filled with sour cream. Popcorn, and likewise almost everything sold at a concession stand is as easy to clean up as anything you'll find. If it takes more than 10 seconds to clean up after a customer who left a drink cup and some popcorn on the floor then you should probably hire some better ushers. Also, my leather recliner isn't designed to withstand a constant beating. I could jump on the chairs at my theatre and kick them until my feet fall off and they'd look no worse for the wear. You are correct that almost no one in their right mind would allow this in their home, but we aren't talking about someone's home, we are talking about a building specifically designed for the purpose of mass entertainment. If I had a room in my house that could seat you and 400 of your friends, I would love to have you all pay me 20 bucks each between admission and concessions to drop some popcorn on the floor and leave your garbage for me.
With this in mind, the customer is paying you to come into your theatre, paying out their ass to eat your concessions, there isn't a chance they are going to cause any longterm damange, and you're complaining about spending an extra 10 seconds to keep them happy? I have no problem with pre-show slides reminding customers to clean up their trash, or even a general announcement before or after the show asking everyone to carry their trash out with them, but attempting, in your own words, to 'embarass' customers into taking out their own trash wouldn't pass for customer service here, especially with a 24 screen AMC 4 or 5 miles down the road.
On the other hand, I have no problem taking issue with a customer deliberately creating a mess. On the weekends we occasionaly get kids who think it's funny to intentionally spill drinks or popcorn in the hallways, I don't find it as funny, and depending on the cirumstances they may find themselves escorted out the door. Same goes for people who try to damage seat armrests with sharp objects, people throwing objects at the screen, and any other attempt to graffiti or vandalize the theatre.
On the subject of stupid customers I had a teenage girl last weekend claim that an usher ran over her foot with a garbage boat and she said she wanted us to pay for her next manicure. Upon reviewing surveillance you can see her eye the usher as he approaches, scoot to the end of the bench she was on, and stick out her foot as far as she could to ensure that the usher ran it over. She tried to argue for a while but eventually went to her theatre with nothing more than an aching foot.
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Frank Dubrois
Jedi Master Film Handler
Posts: 896
From: Cleveland, OH
Registered: Mar 2005
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posted 08-25-2005 02:18 PM
If you guys want to sit there smiling and waving at customers while they leave their crap all over the floor, great. More power to ya. Not us.
ALSO, as far as theaters serving food thats easy to clean up, well, I dont know about you guys, but butter flavor grease (or real butter for that matter) doesnt really clean up easy, nor does nacho cheese smeared all over the floor or on the seats. We've had to pay for people pants/coats who went into our theater and accidentally sat in nacho cheese that smeared all over the seat. Ever try to dry out a wet seat in 15 minutes thats been soaked with fruit punch? I'm not sure if I'm actually talking to people with usher experience here. Or possibly it sounds like upper managment who has forgotten what its like to clean up after people. In either case, it sounds like I'm hearing "It's ok for my little people to clean up after these slobs, and they better not complain" Perhaps if it was you cleaning out auditoriums instead of sitting in the booth or sitting in the office, your tune might change. I acutally help clean things up, and the messes I see make me sick. Theres simply no reason for it. To say that "clean-up is built into the price" is absolutely rediculous. We all know why concessions are so expensive, and its not so the customers can feel ok about leaving the containers behind OR to give the usher something to do between movies.
I have to add, I am very surprised at the amount of people here who seem to have to pride in their theater. To allow people to treat it like a garbage dump is just wrong. I think I'm done with this thread, but can't say I agree with many of you on this at all....or maybe I have a little more pride in my theater. I've gotten a lot of compliments on the appearance and condition of our theater, and I intend to keep it that way.
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Stephen LaPadula
Film Handler
Posts: 50
From: New York, Ny
Registered: Mar 2005
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posted 08-25-2005 02:20 PM
I guess every part of the country is different. In New York, it's rude to ask someone to pick up after themselves, which is sad. I personally feel you never know who you’re talking to, and how offended they might get.
Case and point: earlier this year at an unnamed Brooklyn multiplex, an argument broke out between punk teen customer and punk teen employee over spilled popcorn (purposely?), and not so nice words were exchanged. The result: customer told employee to meet him outside where he pulled a knife and employee then shot customer 3x. I know this for a fact; I was sent there to make a back up of the security tape the next day! A rare case I'm sure, but a frightening example of the worst possibilities.
The person who started this clean up rant is lucky the husband or boyfriend didn’t knock you the fu©k out.
The 3 theatres I've worked in, we instruct our ushers to bring a trash can with them to the front of the theatre as the credits are rolling and people are leaving. As the customers pass they have a convenient way of disposing of their trash, and people getting out of their seat have a visual reminder. Some people are more mindful of their actions if they know they are being watched. People speed. People are more aware of how fast they are going when they see a cop. I'm not trying to give another bad analogy, just a suggestive point.
Then there are those who leave a mess and there’s nothing you’re gonna do to change their ways.
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Steve Guttag
We forgot the crackers Gromit!!!
Posts: 12814
From: Annapolis, MD
Registered: Dec 1999
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posted 08-25-2005 05:01 PM
Frank, you are so off base it isn't even funny. It is NEVER the customer's job to clean up their trash...it is certainly nice and considerate if they do. Legally and in any other form is just isn't their job, is the theatre's. This is pretty cut and dried.
As to people taking pride in their theatre...they do...they CLEAN IT UP and take pride in the condition they maintain it.
If you want to make the distinction about throwing food about or smearing cheese/butter into the seats, you then have a willfull distruction of property issue. They can't legally spray graffiti on the floor either but you better show that the damage they caused was willful.
Yep, cleaning up is hard to do...it is work and nobody wants to do more of it than they have to. Then again, part of the pride in the appearance of anything one is proud of is the work that went into getting it in that condition and maintianing it that way. In the olden days, it seemed harder...the theatres were bigger, brasso was in use on the various railings and stantions, more glass doors to shine, more chrome to shine, chandeliers to dust and just more massive in the old barns in general.
While it may seem rude...the customer is entitled to be a slob, the employee is not. The business caters to the customer, not the other way around.
About the only items you could expect a customer to remove/throw away are those they brought in with them...but the stuff you sold, that is truely your problem to dispose of properly, not your customer's. Odds are, you don't allow outside food and beverages too. What you seem to be doing is nothing more than whinning...where is the big coot with his no-whinning sign?
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Frank Dubrois
Jedi Master Film Handler
Posts: 896
From: Cleveland, OH
Registered: Mar 2005
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posted 08-25-2005 05:40 PM
quote: Steve Guttag
They can't legally spray graffiti on the floor either but you better show that the damage they caused was willful.
I've never known graffiti spray to be anything but intentional. I don't think I'm off base at all...however, I do think that YOU are. Like I said, if you want to sit around with a stupid grin on your face while people leave crap all over your auditorium thats up to you. You customers are held to a lower standard....and they achieve that standard real easily. You expect nothing from people...and you get it. So, in effect, you win....I guess.
Our auditoriums are not pig sties, and I dont expect them to be treated as such. Customers know that. We will always have the random out-of-towner or A-Hole that refuses to cooperate, not a huge deal, but most people are happy to assist in cleaning up their own garbage. You make it sound like we sit at the door handing out garbage bags for people to help clean up the auditoriums. A cleaner auditorium helps people get in for the next show sooner...spose you never though of that either...oh well. If I find people that like to leave huge messes, I'll send em to your place where its ok to dump pop and leave nacho trays on seats cuz managment doenst mind!!
quote: Steve Guttag
About the only items you could expect a customer to remove/throw away are those they brought in with them...
Why doesnt it surprise me that you allow carry-ins. Where did you learn your business sense? "Come to our theater, bring your own crap and be slobs...we appreciate it! And to show our appreciation, were gonna clean up after you!!" ![[thumbsup]](graemlins/thumbsup.gif)
quote: Steve Guttag
Frank, you are so off base it isn't even funny.
I know....but you are.
Party at your theater!! ![[beer]](graemlins/beer.gif)
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