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Author Topic: Dealing with slow customers Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 12-02-2004 04:09 PM                        Jarryd, Trust me when I say that it *is* a company policy and that you do NOT have to be written up three times. You ARE correct about the $25.00 bonus. I've had the pleasure of issuing several at my theatre in the lest few years, unfortunately, none recently. The service is provided by ALCOPS. Ask your manager and he/she should be aware of such. Your location is indeed a rare breed in our company. The main reason is hasn't been changed or modernized is most likely due to (1) cost to implement, (2) patron reaction and (3) overall feasibility. Sounds like you guys have a pretty good handle on your setup but that would definitely not work in most locations... If your manager isn't getting his/her allocated weekend(s) off, it's pretty much their own fault. Proper training and staffing would ensure that this time could be taken. Mine always is If you ever vacation down my way, drop in!  |  IP: Logged Jarryd Beard Expert Film Handler Posts: 229 From: Hellertown, PA Registered: Jul 2004 posted 12-02-2004 07:58 PM                     Hey Jason, Good to hear from another Carmike employee??? Anyway, I guess the up-sell policy is in the manager's handbook; not the incredibly old and outdated employee handbooks. Company never got around to sending new books around. Even almost every employee would be fired due to the who self serve idea. According to district, asking about candy in general isn't enough. The employee must suggest a brand. Also, the three write ups rule seems to have stemmed from our district manager after one of our previous theatre managers cut too many people loose too much. If I'm in the area, I will stop by check out your theatre sometime, I hear Carmike's building another new theatre in the Myrtle Beach area. I've also heard of a pretty big rivalry b/w Carmike and Regal is it? Anyway, good to know there are some others represent what used to be the largest chain in the US.  |  IP: Logged Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 12-02-2004 10:34 PM                     Remember what we were talking about the other day Jason, consistency? Currently at my theatre its policy that the first no-upsell gets you a suspension for a week, the second automatic terminiation. It had been automatic terminiation, but then around July/August that changed. What a coincidence, eh?  |  IP: Logged Barry Martin Expert Film Handler Posts: 203 From: Newington, CT USA Registered: Jul 2002 posted 12-03-2004 02:40 AM                        The only upsell I ask my concessionists to suggest is when someone orders two small popcorns. That's $3.50 and our large is $3.75 and holds roughly 4 small popcorns. So $0.25 and you get twice as much popcorn. Families love that, but there are also occasions where adults/teens/even seniors enjoy this. Most often with the families I do need to supply them with extra cups, but I don't mind that. To me, even at Loews upselling was always about trying to get the customer the best deal for their money. I don't remember which combination, but there was one or two at Loews where you got popcorn and soda like small and medium or medium and large something like that and it was actually CHEAPER to buy the "super combo" getting large of both. I don't consider asking if they want a large when they do not specify a size as upselling, it's suggestive selling.  |  IP: Logged Phil Blake Jedi Master Film Handler Posts: 558 From: esperance western australia Registered: Nov 2003 posted 12-04-2004 09:46 AM                        I have take the advice , from now on when they ask for a drink and a popcorn they get a medium size of both , but before handing over the popcorn I ask "would you like me to go it and throw it on the floor now? or would you rather do it later ?"  |  IP: Logged Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 12-04-2004 12:10 PM                     If I got a $25 "reward" for upselling, I wouldn't accept it. Instead, I'd return it with a letter explaining how flawed and insulting the "reward" system is. It's not a reward if you're doing what you're supposed to be doing anyway, and it's not a reward if the other alternative is termination. If you want to take it to the extreme, it seems that if you were threatened with termination for not upselling, paying Carmike $25 should save your job. Because basically, they're telling me my job is only worth $25. There are always those situations where you just can't upsell. If there's a line and shows are starting, holding everyone up by badgering them to buy a large just pisses everyone off. I stood in a concession line of 4 people for over 10 minutes because the person behind the counter asked everyone at least three times. "Are you SURE? Come on... it's a good value!" If I was going to lose my job over 12oz of soda, I'd be just as paranoid. Oh, and I hate Carmike. The last one in the area should be going out of business soon anyway. =TMP=  |  IP: Logged Jarryd Beard Expert Film Handler Posts: 229 From: Hellertown, PA Registered: Jul 2004 posted 12-04-2004 02:15 PM                     quote: Phil Blake would you like me to go it and throw it on the floor now? or would you rather do it later ?" LOL, so true. One time we had a woman hold a large cup by the lid and it spilt all over the lobby after the lid final decided to slip off. Then, after refilling it, she held it by the lid again and, oops! (Let's see, (44 oz of Coke x 2)+(the moron factor) = one hell of a mess). Only after the second spill did she inform her children about the disadvantages of hold a cup by the lid.  |  IP: Logged Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 12-04-2004 07:35 PM                        TMP, It's obvious that you hate Carmike.. but not all locations are the same... and your logic is flawed, at best. No employee of mine is asked to badger a patron. They are instructed to ask them, immediately after greeting them .. "would you like to try our combo today/tonight"? Upsellling and suggestive selling in one fell swoop. They either do or they don't. Your bitterness is, and has been before, noted. I'm sure that this won't be your sole bad experience in life and I, for one, hope that you get over it one day...  |  IP: Logged Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 12-06-2004 11:03 AM                     Good point, Jason. But I wasn't talking about YOUR theater or ALL Carmikes, I'm sure they all enforce the policy differently. But it IS a COMPANY policy, and a moronic one at that, so I think my logic is sound in that department. There are signs all over the Carmike breakrooms/stockrooms that say "$25 Bonus for Upselling" or something like that. They should change those to, "$25 Bonus for Upselling or Termination for not. Your choice! Now get to work and have a nice day." They may not be asked to badger a person, but such behavior is caused by a policy that would more suitably be described as a threat. If you're going to make it part of the job, then it's not a bonus. A bonus is something extra, not an alternative to getting fired. While some locations of a particular chain or company might be run well, I stand firm when I say Carmike's corporate operation leaves a lot to be desired. T-minus 5 months and counting before the local Carmike goes under! =TMP= P.S. And if my bitterness were truly noted, I should have gotten a settlement cheque by now.  |  IP: Logged

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