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Topic: rant on stupid customers
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Thomas Dieter
Expert Film Handler
Posts: 234
From: Yakima, WA
Registered: Jun 2004
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posted 11-06-2005 02:51 AM
quote: Jason Black
Late posting on this one, but Thomas, like others said..
Unfortunately, the new staffer got what they deserved, so to speak. The emplyee who made note of this IN FRONT OF THE CUSTOMER should be written up.
NEVER.. and I mean N-E-V-E-R do you allow staff to talk about the bread and butter that pays their salary IN FRONT OF THIER FACE!
Was the guy an ass? Probably. Should she have opened her mouth about it IN FRONT OF HIM? NO.
Now your theatre has two very likely targets should this fella come back.. again.
I would totally agree with everyone that she shouldn't have said anything infront of him. As I am hearing this second hand, I am understanding this happened out away from the customer, with the employees backs turned filling the tub of corn. This leeds me to believe that he was either A) Listening as hard as he can to see if she said anything to the other, or B) he said that assuming that she mentioned that he yelled at her. If it were B, then the customer would have been out of line.
Now to get on another topic of conversation, but staying with the title, how do you feel about making a public example of rude customers. Here's the situation
I just arrived at the theatre, about 45 mins before my shift, just to see how busy we were/had been. The round that was in session was fairly busy, but nothing remarkable. While walking down the hall, a customer stops me and asks if I worked there. I said yes, and she proceeded to tell me about a group of girl that were being rude, and taking matters into their own hands. It was about 7:15, and the movie started at 7:35. The person I was talking to said they were being lound and obnoxious, and rude to all around by telling them to sit cause they couldn't see the screen, and yelling at others to stop coughing, it was making it hard to hear. Mind you the movie hasn't even started yet. I said I would look into it. I went to the concession stand to drop off napkins that were needed, and proceeded to the troubled auditorium. I then saw the group that was in complaint.
The customer was right, they were being very loud and obnoxious, taking up 3 rows of seats, and turned around talking to each other. If I remember correctly, it was 5 girls and 1 guy. The girls were the main problem. I don't want to sound racist or anything either, but they were also black. So, I walked in and sat down in a seat, being a plain clothed manager not looking to important to the average person, and just observed the group. They didn't show signs of calming down. I then walked out of the house, and caught the projectionist heading to start/thread another movie, and verified the start time of the movie. It was now 7:30. Another customer walked up while I was outside of the house and complained. I stated I was taking care of it.
Now usually, I see this kinda thing happen, and once the movie starts, the problem stops. Well, it didn't. I allowed the rolling stock ads to pass, and 1 teaser trailer. Finally, I walked up and told them that there have been many complaints and that if I had to come in again, they would have to leave. "Do we get our money back?" I said "You will be asked to leave without a refund." "But that bitch there started it all... and that other woman was coughing to loud..." I cut them off and said I was not going to discuss this here or now, and if I had to come in again to talk to them, they would be leaving without their money, and I walked off.
I left the auditorium, and informed my manager who was on duty and getting ready to count down a drawer, of the situation at hand and what took place. She was okay with it.
I reentered the theatre, and stood in the back in the dark with no lights. The group was quiet, but there was another group being loud now. I proceeded to ask them to be quiet, or I would ask them to leave. I left again, and then entered just as the opening credits hit the screen. It had seemed that either 4 of the girls had left or relocated in the theatre. Needless to say, I didn't get another complaint that night from that auditorium.
With all this information, if the situation persisted with the group of girls, would you have stopped the show, brought up the house lights, and asked the group to leave and appologized to the rest of the patrons?
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