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Author Topic: rant on stupid customers Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 01-26-2012 02:50 PM                     But people have been doing that kind of stuff forever. A guy once, probably ~8-10 years ago, left the theater complaining about something. We asked him what the problem was. He wouldn't say and said he'd call back later. Then he said over the phone that a guy had been in the row behind him fondling himself. The manager said if that was true why didn't you just say something to the police officer we had on duty. He responded "I thought that guy was just hanging out." So either the guy was fishing for a ticket or was so stupid that he thought a dude fondling himself in a movie theater was something a cop could do nothing about... We even had a guy at the time complain that a theater had no picture. When someone confirmed nothing was wrong and he complained again, someone went in with him only to realize he opened the door to the auditorium and was staring at the back wall of the room rather than walking down the short hallway path that directed him to the damn seats. People are, have been, and will be stupid.  |  IP: Logged Steven Stroud Film Handler Posts: 13 From: Cuyahoga Falls, OH Registered: Feb 2012 posted 02-21-2012 01:29 AM                     After reading this entire thread, I've found a lot of gold here... both good and bad. Seriously, there are so many decent examples of good customer service here... people who know how to run a theater. On that same token, there are people here who really suck, too. Sorry. Hope I don't step on anyone's toes or whatnot. I am, afterall, a humble booth monkey. I look forward to many spirited discussions on the topic.  |  IP: Logged Justin Hamaker Film God Posts: 2253 From: Lakeport, CA USA Registered: Jan 2004 posted 02-21-2012 02:17 AM                        Last week I had a customer come up to the window to buy tickets for him and his wife, who had not arrived yet. I politely asked him to finish his Starbucks drink before coming inside. He grumbled a little bit, but went an put it back in his car. When he came back in side, he started ranting to me about how I should have given him a warning - implying I should have let him take his drink this time with a warning for next time. I politely pointed out that we have signs at the box office and next to the front door stating "No Outside Food or Drink Allowed". After which point he told me I was a "piece of garbage". I have a general policy. You're free to complain all you want or express your dissatisfaction with our policies. But when you cross the line of using profanity and/or insulting me or my staff, you will be asked to leave. I told the man I will happily refund his tickets, but that he was not going to be watching a movie this evening. He attempted to barge his way past me and I simply stood my ground (there was no physical contact of any kind). He continued to insist that he was going to his movie and that I could call the police. To which I responded that if he did not leave, I would in fact call the police. After a minute or two, he finally realized I was not going to back down and thrust his tickets at me demanding his money back. I explained to him that he does not have the right to insult me or my staff and expect us to simply accept it. At which point he said he was sorry. I told him I appreciate that, but I'm still not going to allow you to watch a movie tonight. At which point he proceeded to tell me again that I was a piece of garbage. I then told him he was no longer welcome in our theatre. After he had left, several of my employees told me this guy is always complaining about one thing or another. Many of them avoid serving him because he is mean and rude.  |  IP: Logged Steven Stroud Film Handler Posts: 13 From: Cuyahoga Falls, OH Registered: Feb 2012 posted 02-21-2012 03:01 AM                     Seeing as how I don't sell coffee, I have no problem letting customers in with their caffeinated beverages. These days, coffee is as ubiquitous as bottled water. Yeah, I can tell them to leave it outside, but I find it's better business to let them carry it through.  |  IP: Logged Justin Hamaker Film God Posts: 2253 From: Lakeport, CA USA Registered: Jan 2004 posted 02-21-2012 04:40 AM                        We have always make a clear distinction that it's fine to bring in your own water. If we're going to have a no outside food or drink policy, there has to be a clear line. If I were to make the exception because we don't sell iced coffee drinks, then why shouldn't I make an exception for pizza or burgers since we don't sell those either. We could debate the issue all day: you think it's good customer service to ok the coffee, I see the give and inch they take a mile. I don't disagree with your position, but I don't think my position is wrong. But that's not really the point. The point is the way the guy reacted to a polite request. I may work in a customer service industry, but providing good customer service does not mean I have to tolerate being treated badly by a customer.  |  IP: Logged Rick Raskin Phenomenal Film Handler Posts: 1100 From: Manassas Virginia Registered: Jan 2003 posted 02-21-2012 07:01 AM                     If you had accepted this guy's apology it would have been fine until the next time when he'd pull the same BS. What you did is absolutely spot on. You didn't enable this bully; something he has likely been all his life. You certainly don't have to put up with that type of behavior from anyone. Good Job!  |  IP: Logged Michael Putlack Expert Film Handler Posts: 187 From: Fort Collins, Colorado Registered: Sep 2011 posted 02-21-2012 01:40 PM                        Whenever we catch people sneaking in food, most recently a large back of Chinese food, we politely offer to keep it in our fridge for them until their movie is over. I doubt they are ignorant of every movie theatre's policy of no outside food or drink, but at least they know they won't get away with that shit here!  |  IP: Logged Steven Stroud Film Handler Posts: 13 From: Cuyahoga Falls, OH Registered: Feb 2012 posted 02-22-2012 04:22 AM                     Of course, as soon as the customer made it a personal issue you had every right to 86 his ass... I don't think anyone would dispute that. But I don't agree that the "no outside food or drink" policy has to be set in stone, all the time, every time. You need to know when to pick your battles. If I see you trying to bring something past me at the door, I'll politely inform you of the policy. If you manage to get by me into the auditorium, and it's only a bag of chips or a candy bar or a can of coke, more power to you. If you try to bring a bag of burgers or a bucket of chicken into the auditorium and I see it, I will come in and confiscate... and not even those policies are set in stone. It all depends on the specific situation.  |  IP: Logged Justin Hamaker Film God Posts: 2253 From: Lakeport, CA USA Registered: Jan 2004 posted 02-22-2012 05:36 AM                        You're right about that. I don't check bags and I don't go looking in the auditoriums for people bringing stuff in. But if it's obvious you're hiding something in your coat, I'll ask you to leave it in the car. And if you're drinking/eating something when you come to the box office, I'll ask you to finish before you come inside. I never tell them to throw it away, and I don't get rude about it. But if I see you with it, I'm going to comment about it. I frequently will ignore the bag of candy or chips I see poking out of a purse when someone is digging out their money. As much as I try to be consistent with the policy, I also feel like it's not by business to be scoping out your personal space.  |  IP: Logged Michael Putlack Expert Film Handler Posts: 187 From: Fort Collins, Colorado Registered: Sep 2011 posted 02-22-2012 02:02 PM                        I once had a guest CALL THE POLICE when they saw someone underage in an R movie. The cops walked into the theatre, and then into the auditorium without even asking for a manger or telling any employee why they were there or what they were doing and pulled the 14ish year old girl out of the movie. He parents, who were sitting directly behind her in the crowded showing, stormed out of the auditorium to yell and berate both the woman and the police officers. It was incredible. Luckily the family wasn't upset with us. Looking back on it, I should have called the police department to discuss with them how we would like them to handle the next situation like this and how we would like to be involved and how that isn't, in fact, against any law for anyone to see an R rated movie, but I figured it would never happen again anyways, and it hasn't.  |  IP: Logged Jeff Taylor Jedi Master Film Handler Posts: 601 From: Chatham, NJ/East Hampton, NY Registered: Apr 2000 posted 02-22-2012 02:56 PM                     In addition to building theaters I run shopping malls, and in one case we had a newsstand/lottery/candy kiosk near the hallway leading to the theater. Not a good combo, but this bozo had the audacity to put up a sign comparing his candy and soda prices to the cinema. Well from our standpoint both pay percentage rent, so the money's probably a wash, but if the cinema were to leave, well no contest. The sign came down! It might have been a tough move except the candy guy was behind on his rent, so he had no leg to stand on.  |  IP: Logged Steven Stroud Film Handler Posts: 13 From: Cuyahoga Falls, OH Registered: Feb 2012 posted 02-23-2012 02:30 AM                     quote: Michael Putlack Looking back on it, I should have called the police department to discuss with them how we would like them to handle the next situation like this and how we would like to be involved and how that isn't, in fact, against any law for anyone to see an R rated movie, but I figured it would never happen again anyways, and it hasn't. I had a similar experience when a patron called the cops because our HVAC guy came into the auditorium with his laser thermometer to check the temperature. He shot it at the ceiling, right next to the heat register. The patron thought he had a gun with a laser sight and called the cops. Two minutes later the building was covered with cops. They barged in without even looking at any of the staff. They found the poor HVAC guy, threw him to the ground and smashed his thermometer. Then they realized their mistake. The next day we got a call from the chief of police, asking if we would let the local SWAT team use our building for tactical drills. Apparently they realized that their response was entirely inappropriate, and they wanted to practice doing it correctly. I still say that the cops in that town were just assholes... but that's another thread.  |  IP: Logged Frank Cox Film God Posts: 2234 From: Melville Saskatchewan Canada Registered: Apr 2011 posted 02-23-2012 09:54 AM                        Why was a service tech coming into your auditorium while the show was on in the first place? Someone getting up to buy more popcorn is one thing. Someone fixing the air conditioning is something else entirely. I just had a similar situation here a few weeks back. I had a new rug installed in my auditorium aisle and for some reason it took longer than it was scheduled to take, so the job wasn't quite complete by that night's scheduled showtime (7pm). So I unlocked the door at the usual time but I stood there and told everyone who came that the show was going to have to be at 8pm instead. Nobody minded and everyone came back.  |  IP: Logged Jake Spell Master Film Handler Posts: 294 From: Johns Island SC Registered: May 2009 posted 02-24-2012 01:00 AM                     As an HVAC guy on the side who worked in and on cinemas... There is plenty of good reason to work in it while the show is in. We routinely do maintenance during shows but all the units are package units on the roof such that it doesnt disrupt the showing. If Im repairing one I will sometimes do just what he did to make sure the unit is working correctly, only I cover the laser.  |  IP: Logged Steven Stroud Film Handler Posts: 13 From: Cuyahoga Falls, OH Registered: Feb 2012 posted 02-24-2012 07:02 PM                     The tech just walked in and took a quick temperature of the register. He wasn't doing anything really obtrusive. Certainly no more obtrusive than an usher doing a walk through with a cone light. He was in there for all of about fifteen seconds.  |  IP: Logged

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