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Author Topic: rant on stupid customers Justin Hamaker Film God Posts: 2253 From: Lakeport, CA USA Registered: Jan 2004 posted 05-16-2008 12:02 AM                        For someone who can't find a seat (they like) in a crowded movie, I will generally issue a refund on the ticket or a gift certificate of the same value. Unless we somehow over sold the auditorium, I don't see any reason to issue a pass. Unfortunately, my theatre normally only runs 1 print of any given movie so we don't normally have the option of having them see the show that starts in 20 minutes. The way I see it, a pass is an apology or make good for when we screw up. If someone shows up late and can't find a seat, I don't see how we have anything to apologize or make good for. What really gets me about these situations is when they show up late then go to the snack bar first and then want me to refund the $30 they spent on snacks.  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 05-16-2008 01:07 AM                        quote: Justin Hamaker For someone who can't find a seat (they like) in a crowded movie, I will generally issue a refund on the ticket or a gift certificate of the same value. Unless we somehow over sold the auditorium, I don't see any reason to issue a pass. Why in the world would you give a refund or gift certificate instead of a pass? You HAVE their money; why not keep it? ... and ensure another visit at a later date at the same time.  |  IP: Logged Justin Hamaker Film God Posts: 2253 From: Lakeport, CA USA Registered: Jan 2004 posted 05-16-2008 01:32 AM                        Because our passes can't be used until after the first 10 days (14 for Sony and longer for some blockbusters). While I completely agree with keeping the money, I don't feel right about giving passes that can't be used for a few weeks to someone who couldn't find a seat they just paid for on the opening weekend. But that's why I'll give gift certificates when I can. At least they have to come back to our theatre to use them - and with any luck we'll make another round of sales at the snack bar.  |  IP: Logged Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 05-16-2008 02:54 AM                     To further clarify my above post, the guy wasn't even really angry-its not like he was spitting mad and two passes were given to calm him down, the manager just dished out two passes. So yeah, its usaully a tough call-how far do you go to please a customer? We're here to serve the customer, but there are people out there who will take advantage of your generosity too.  |  IP: Logged Louis Belloisy Expert Film Handler Posts: 120 From: morris, ct usa Registered: Jun 2006 posted 05-16-2008 11:56 AM                        Our little theater is about 2 hours north of Manhattan. No offense to anyone from Gotham City. We get a lot of New Yorkers at our theater on weekends and some of them can be very difficult. I was doing a theater check and heard a whimpering sound coming from the back of the theater. When I approached a middle age lady, I could hear something coming from the seat next to her. Me: Madam, whatever you have in that bag is making noise, what is it? Her: Its my dog, "Precious" Me: Madam, dogs are not allowed in the theater, Health Department rules. Her: But Precious goes everywhere with me. Me: Madam, only seeing dogs are allowed in the theaters. Her: How do you know she is not a seeing eye dog? Me: She is in a dark bag, she could not see anything. Her: Well, I am not leaving, do you know who I am? Me: To myself, (Oh Boy, Now she is having an identity crisis) Me: Madam, you have to leave, I will refund your money or give you a pass. Her: Give me my money back, I will never come back here again. Me: To myself, thank God for small favors. Two weeks we had an Indy film that she could not resist, she was back, without Precious.  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 05-16-2008 02:19 PM                        I don't think I ever posted this story before but it's still a good one. Happened a long time ago. This kid was sitting in the theatre just yaking away during the movie. After two or three warnings, we finally kicked him out. On the way out he yelled, "I'm never coming back here again!!" My brother in law Tom (business partner at the time) said, "OK, that's just fine." Well a couple of weeks later, this kid started dating one of our concession girls. They came to the movie on one of her "off" nights. Tom said (to the girl) "Well, you can come in, but he said he never wanted to come here again, so we're keeping his word for him." Of course the apologies and begging started at that point, but Tom held firm. After several ruined attempted movie dates, the kid finally came in by himself one night, all humble, apologized profusely and said he'd learned his lesson, would never talk in a movie again, etc. So we started letting him come in again and had no trouble with him (or any of his buddies) after that.  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 05-16-2008 09:34 PM                     louis, Related stories: People complained to a security guard that a small dog was walking around the auditorium. Not being the brightest person I've ever met, he had to ask a manager what to do and she obviously told him to kick her out. The woman claimed the dog sat with her in her purse the whole time. Needless to say, she was kicked out; if the dog were sitting still it wouldn't make sense for multiple people to complain about it walking and it's not allowed in the place anyway. They also once had a guy who I think was homeless buy a ticket, and tied up his dog outside. The mall's security workers saw the dog, untied it and called animal control. When he came out of his movie he ranted at the manager and asked for his money back (apparently it's the manager's fault that he illegally left a dog unattended). Obviously, he got no refund. Though the BEST pet story was when this couple brought in a freaking gerbil in one of those plastic balls that let the things run around. Myself, a manager, and another lead were telling her "We can't possibly let you in with a rodent; that's DEFINITELY against health codes." She actually was surprised. She got us to have the ball and gerbil placed inside an open, empty cardboard box inside the office and the thing ran around inside that thing while her and her husband watched the movie. And we obviously threw away the box shortly after.  |  IP: Logged Ron Funderburg Jedi Master Film Handler Posts: 814 From: Chickasha, Oklahoma, USA Registered: Nov 2007 posted 05-16-2008 10:01 PM                        Well I had a good one tonight a Gentleman came out and asked us to get the kids to turn off their cell phones. We went in once and got on they shut them off so I watched from the booth and a different group started to text each other I went down and got on them. Back to the booth and watched again and then the last little group of kids started doing the same thing down again and get on them all cells now off and everyone engrossed in the movie. The guy then comes out and complains that we went in and out of the theater to much it was distracting to him. I offered him a pass and he turned me down, probable fishing for a refund. I said well I'm sorry then we will try to do better the next time you are here. Yup Fridays are always fun!  |  IP: Logged Louis Belloisy Expert Film Handler Posts: 120 From: morris, ct usa Registered: Jun 2006 posted 05-18-2008 12:06 PM                        Another common problem: A gentleman came into the theater yesterday 30 minutes late for a showing (he was warned) and when he went into the theater he saw that it was well into the movie. He stormed out and demanded his money back and when we finally got him to calm down, he explained he was from Manhattan and that the movies down there do not start until all the trailers and commercials are run through. we explained that we only have a few trailers and that our movies start after a trailer time of around 6 minutes. we have had tons of people come in late for movies for this reason. Our management will not show commercials and I only put on 2 or maybe 3 trailers at most. Louis  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 05-18-2008 12:37 PM                        We have never shown commercials and normally don't have more than 10-13 minutes of trailers and we still get people who come in 40 minutes after showtime thinking "the movie's probably just started, right?"  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 05-18-2008 12:43 PM                     And the vast majority of theaters that do have commercials do those before showtime anyway, starting trailers at the advertised showtime. I remember when I was box specifically telling a woman "You've missed 20 minutes of the movie" when she asked for a ticket and she responded "NO! I've missed 5." So I sold her the ticket and 3 or 4 minutes later she was back and said "You were right" and requested a refund.  |  IP: Logged Justin Hamaker Film God Posts: 2253 From: Lakeport, CA USA Registered: Jan 2004 posted 05-18-2008 04:56 PM                        My theatre also refuses to run rolling stock ads and we normally do about 10 minutes of trailers. I try very hard to stick to the 10 minutes because that's what our regulars expect - and we have at least one customer who intentionally shows up about 10 minutes late to miss the trailers. When I do tell people they have missed so many minutes of the movie, the will frequently respond "but you have like 20 minutes of commercials". I usually tell them that we run previews, but we do not run commercials. And I'll add, the show started 20 minutes ago. We run 10 minutes of previews so you have missed 10 minutes of the movie. I used to go to occasionally go to a Cinemark theatre that would run about 7-8 minutes of rolling stock ads plus about 15 minutes of trailers so by the time the movie actually started you were about 25 minutes into the program. While they started the ads prior to show time, I do think it builds the perception that the movie doesn't start until 20+ minutes after the show time.  |  IP: Logged Galen Murphy-Fahlgren Master Film Handler Posts: 405 From: Canton, MI, USA Registered: Oct 2007 posted 05-18-2008 05:41 PM                     I also have problems with customers who "know" how long our previews run, despite the fact that I am very clear that we run 8 minutes of trailers at the max. I tell customers and the regular floor staff that trailers average 7 minutes from the advertised start time. Now, as irritating as it is, this isn't really the customers fault. I lay the blame squarely on the exhibitors who actually DO run 20+ minutes of crap prior to the feature. I personally would not sit through such a barrage of trailers and since the customers pay to see movies, which I do not, I see no reason why they should be subjected to it.  |  IP: Logged Robert Crabtree Film Handler Posts: 91 From: Largo, FL Registered: May 2008 posted 05-31-2008 04:09 AM                     Not a customer rant, but an odd experience to say the least. As a note, I am half deaf and wear aids in both ears. Earlier this week, a call came from the box office that two men were here to see *specifically* me, which had the managers on duty wondering why the Feds were in to see me. I make my way from the office down to the lobby, and I see the men in question, and one of them is gesticulating fluidly, and I figure out what I'm walking into. As I come to face one of the men, he introduces himself all the while signing to me. "That's very considerate of you, but sadly, I don't sign". We make a minute of small talk about the odd circumstances behind that, and he gets to the reason for him and his silent partner's visit. "We're with a religious organization that provides materials to the Deaf/HOH, and while we were in the mall, someone suggested we stop by and visit you." Someone recommended me for conversion? Him and Silent Bob leave, to join their comrades in a pick-up truck, which included 3 women in very long dresses. Rogue Texas polygamist long. When the staff found out why the mysterious men came to talk to me, they laughed at the thought of anyone trying to convert a degenerate like me.  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 06-02-2008 02:29 AM                     I wouldn't classify this guy as stupid but I'm just confused at his reaction. I went downstairs to get a small thing of soda then went near our "guest services" section to ask a manager a question, but just as I get there he's got a phone call. So I wait. As I'm waiting this man walks up to the guest services and stands there. The girl working that section was already helping several people at the other end of the counter and I could see the guy was waiting for some help for something. So I walk up and say "Is something wrong, sir?" Him: No. You shouldn't ask that. Me: I'm sorry. I was just asking to see if there was anything I could help you with. Him: I do need help with something but nothing's wrong. You should say "Can I help you with anything?" instead. Me: Ok. So, how can I help you? He then explained the problem and a manager came by and fixed it. I'm just confused by his reaction to my question.  |  IP: Logged

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