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Author Topic: ? on UPSELLING! Scott Norwood Film God Posts: 8146 From: Boston, MA. USA (1774.21 miles northeast of Dallas) Registered: Jun 99 posted 03-06-2005 07:27 PM                        What sort of information does the company hope to gain from credit checks and how is that relevant to the employment decision? Aren't most theatre employees young enough that they don't even have a credit file? Even if they have a car loan or something, it's probably co-signed by a parent. (I'm not trying to be judgmental here...I'm genuinely curious.)  |  IP: Logged Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 03-06-2005 08:24 PM                        It is my *assumption* that the credit check is primarily focused for those who would be considered, or applying for, a management position. Not that any floor level employee can rip you off or anything... AT any rate, as I mentioned previously, I have been advised that the credit checks are not even performed. I know mine wasn't, but, then again, I didn't authorize it, and I've checked into who has done credit inquiries for that very purpose. I also have an issue going on right now with a creditor providing false information to the three agencies, so I've seen my report a few times lately as it is being updated/corrected. Your comments about the touth having a lack fo credit history is correct, but, as I noted, these checks aren't even run, so the point, for all pratical purposes, is moot.. BTW, Dinner was GREAT.  |  IP: Logged Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 03-06-2005 10:52 PM                     Jason, from what I understand they are looking for high debt/delinquint payment history, the theory being people with credit problems are more likely to steal in order to help pay for their debt. They can't fire you for not submitting to the background credit check, thus why you didn't get in trouble for not authorising it. However, they can prevent you from being promoted/moving to a different theatre until you have submitted to it. I know of at least one person that happened to.  |  IP: Logged Jarryd Beard Expert Film Handler Posts: 229 From: Hellertown, PA Registered: Jul 2004 posted 03-22-2005 11:57 AM                     The first employee in our district was fired for not upselling. He worked at our theatre. He's was always a worthless employee. In fact, he was suspected of stealing for months. It's quite ironic that the area he was probably stealing from (Concession), was the one part of his job he was fired for. Anyway, something very interesting has come out of this. Jason or others might be able to offer insight. The ex-employee is now collecting unemployment benefits from the company. Apparently, the company has a progressive disciplinary plan that consists of oral and several written warnings. This is highlighted quite a bit in the newest handbook we just received over Christmas. This procedure wasn't followed in the employee's immediate termination. I'm not sure if this is a Pennsylvania thing. I talked to our projectionist who used to be GM at the theatre. He said when the company purchased our theatre from the now defunct Pittsburgh-based Cinema World, the importance of three writups before termination was made very clear to him. This was back in 1994. Jason, were your terminated employees collecting unemployment? To me, firing someone for not upselling doesn't make any sense if you pay them unemployment.  |  IP: Logged Jeremy Fuentes Mmmm, Dr. Pepper! Posts: 1168 From: Corpus Christi, TX United States Registered: Jan 2004 posted 03-22-2005 12:07 PM                     Lets see, 25 cents more in the register, or paying someone who is doing nothing for you anymore. I pick the second!! ...  |  IP: Logged Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 03-22-2005 02:02 PM                     Jarryd, did the employees at your theatre have to sign policy statements outlining the upselling policy?  |  IP: Logged Jarryd Beard Expert Film Handler Posts: 229 From: Hellertown, PA Registered: Jul 2004 posted 03-22-2005 02:08 PM                     I don't believe so. The manager was notified by a new regional manager of the policy. From there, it was expressed orally to the employees. Under the upselling policy in the handbook, there is nothing relating to termination printed. In fact, it just says upselling is suggested as it can increase concession profits. The handbook doesn't say anywhere that upselling is required.  |  IP: Logged Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 03-22-2005 02:42 PM                     A policy cannot be effectively enforced unless it is written. I'm rather surprised you guys haven't had to sign anything. This is why the former employee can collect unemployment. If he had signed a policy statement he wouldn't be eligable.  |  IP: Logged Jarryd Beard Expert Film Handler Posts: 229 From: Hellertown, PA Registered: Jul 2004 posted 03-22-2005 02:58 PM                     I'm hoping Jason might come across this post. As he had to fire two of his employees, I'm wondering what resulted in that case. Employees do sign a statement after reading the handbook; this upsell policy isn't in there. I can tell you what I've heard from my GM. I'm not very confident in using him as a confirmed source, however. I feel he may be making some assumptions into the exactly chain of events. Our region had the lowest average concession percap in the company. A new region (or possible division) manager was hired. He decided to implement this policy in his region. I'm a bit skeptical of this complete chain of events, but I can confidently confirm that the individual involved is collecting unemployment.  |  IP: Logged Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 03-22-2005 03:14 PM                     Since the upselling policy is not in the handbook our employees-and Jason's I believe-have to sign a seperate policy statement acknowledging they understand the zero tolerance upselling policy.  |  IP: Logged Mike Spaeth Phenomenal Film Handler Posts: 1129 From: Marietta, GA Registered: Jul 2000 posted 03-22-2005 05:03 PM                        Most of your employees, if they are full-time students, or under 18, are not eligible for Unemployment.  |  IP: Logged Chase Hanson Expert Film Handler Posts: 172 From: San Diego, CA Registered: Oct 2004 posted 03-22-2005 05:37 PM                     quote: Dustin Mitchell A policy cannot be effectively enforced unless it is written. I'm rather surprised you guys haven't had to sign anything. This is why the former employee can collect unemployment. If he had signed a policy statement he wouldn't be eligable. AFAIK If the corporation enacts a mandated upselling policy than its IN writing. I know that baring written confirmation at theater lvl by Employees there are other "loopholes" that can be exercised. I.E. At a staff meeting, a verbal announcement can be made to general staff (generally by an MD/GM, and witnessed by another member of Management, although usually by several Managers), and this incident is documented. Than all persons in attendence (documented via payroll) will be considered, legally, served notice. This might be a California specific exception, but I do know that it exists.  |  IP: Logged Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 03-22-2005 07:04 PM                        Jarryd, Dustin, Chase: The employees I had to terminate are NOT eligible for unemployment. All of my employees signed documentation that they understood that upselling was a vital part of their job and that anyone found not doing so would be terminated, without question, immediately. Of course, in a right to work state, you, or the employee, can decide to and employment, at any time, with or without, just cause or explanation. SC is a RTW state. As long as the employees have been notified, and there are verifiable witness' to such, ie, an employee meeting where the employees were not only on the clock, but signed in on a roster, it is substantial enough proof that the employee was given proper and just notification of said policy, regardless of the policy. I'm not sure about other states, but any employee who files for unemployment against the company must do so with the Employment Security Commission, who, in turn, notifies me of the claim. I respond and either provide proof that the claim is not valid (termination with just cause) or make a statement that the claim is not being disputed. Generally, I have always disputed the claims, as the employee who leaves and files is, fo rthe most part, unjustified in making an unemployment claim in the first place. I'm all for someone getting unemployment benefits IF THEY DESERVE IT, but to just make a claim and then sit around on their ass and get paid... Umm, in a word.. NO. The misconceptionis that "I paid for unemployment, so I'm due my money".. Ummm.. WRONG. The EMPLOYER foots the bill for unemployment. It's a part of business that the employees simply don't realize. OK, I'm tired of talking. Lesson over..  |  IP: Logged Travis Garner Film Handler Posts: 5 From: Vic Australia Registered: Apr 2005 posted 04-26-2005 09:51 PM                     I've read the discussions here and think there's something really important that seems to have been missed. Upselling should be about giving the guests the best service and value. It costs less to keep a customer than it does to get a new customer. Every member of the team needs to upsell. Upsell the venue by providing the best experience you can. Ticket sellers should be suggesting "Movie Money" or Voucher books. They should be informing people about films and being informed enough to saying things like " Have you seen xyz? It's made by the same director or has ____ who played in ___" Or are you a member of our film club? The floor staff should be tearing tickets and saying to parents when they tear tickets - "Did you know that tickets sold before 11am are $2 cheaper?" Managers should be out the front of house at key session times and welcoming patrons and or working along side of staff ensuring that upsell policies are practical and sensible. Likewise they should be feeding back to the "corporate decision makers" that this policy or combo just doesn't sell. Can we try this? We play trailers informing our guests what films are coming up. The booth staff are in a sense upselling/suggestive selling by adding these trailers. Equally, sometimes it's just not possible/sensible to upsell. Do you try to upsell to the mother who has a screaming three year old in her arms and a five year old running a muck? Sense needs to prevail and staff need to be reassured that they are offering a better service by upselling. If they're not convinced, and they're all aware consumers too, then it becomes a cynical exercise. We're a different industry to fast food chains, we offer I'm not saying I've got it right, but then again who in here has got everything on the money? I'll continue to make mistakes, kick myself over this or that. Best wishes, TG  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 04-27-2005 12:40 PM                        quote: Travis Garner Ticket sellers should be suggesting "Movie Money" or Voucher books. They should be informing people about films and being informed enough to saying things like " Have you seen xyz? It's made by the same director or has ____ who played in ___" Or are you a member of our film club? If I was in line at your place and heard your ticket seller blathering this kind of stuff to everyone ahead of me, it'd be a real pleasure to punch him/her out when I get to the head of the line. That would "enhance" my experience.  |  IP: Logged

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