Film-Tech Forum ARCHIVE: Dealing with slow customers

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Posted by James Faber (Member # 2796) on 11-07-2004, 11:37 PM:

Hooray for first posts.

Lately I've been getting really frustrated with customers who stand at the concession stand, right in front of the register, putting straws in all their drinks, getting napkins, and taking their sorry time after they have already been given their change and our economic goals have been accomplished. Now, I'm not complaining about seniors, I give them a break, however I hate having to look at the customer behind those who are perfectly mobile and give them a look like, "Well, sorry, it's not my fault this guy won't move." Any suggestions?

I normally work in the booth, but occasionally have to work downstairs, and this is something that has always got on my nerves.

Posted by Mike Olpin (Member # 1115) on 11-08-2004, 12:17 AM:

Put the straws, napkins, & ect. AWAY from the front of the concesion stand. Build a little condiment shelf or table near where the loby and theatre hallway connect.

Posted by Allison Parsons (Member # 2728) on 11-08-2004, 12:20 AM:

My favorite pet peve is when you have a huge line and they want you to layer the butter on the popcorn AND make them put salt in the middle of it while they sit there for 20 seconds and shake the bag to make sure all their precious pieces of popcorn are coverd evenly with butter and salt. THEN they ask for a small DIET COKE. oh nothing like extra butter and a DIET FREGGIN DRINK to balance each other out... years of aggression to that has finally come out, i apollogize. [Smile]

Posted by James Faber (Member # 2796) on 11-08-2004, 12:25 AM:

Mike,

That would most definately solve the problem, but I can forsee every customer we have asking where the straws and napkins are, since we already have a bar off to the side with salt and creamers(I work at a cinemacafe). I usually have to say, "It's over the on that bar underneath the red sign," about 800 times.

Posted by Chris Brown (Member # 2800) on 11-08-2004, 01:26 AM:

quote: Allison Parsons
My favorite pet peve is when you have a huge line and they want you to layer the butter on the popcorn AND make them put salt in the middle of it while they sit there for 20 seconds and shake the bag to make sure all their precious pieces of popcorn are coverd evenly with butter and salt. THEN they ask for a small DIET COKE. oh nothing like extra butter and a DIET FREGGIN DRINK to balance each other out

Wow Allison...like you were reading my mind! This one always pisses me off too, especially on busy nights like you said. The popcorn shaking bugs me to no end...especially when afterwords they ask you to "top it off" with more popcorn. But we do have a consistent bunch of customers who always ask for the large layered corn with extra butter, then the small diet. Kills me, absolutely kills me. Course you try to upsell them to a medium drink, but THAT would be crazy. Ahhh you're right, I feel better now too. [Smile]

Posted by David Yauch (Member # 2754) on 11-08-2004, 02:10 AM:

We make our backbar person do all of the layering around here, so they are the ones who get pissed when customers keep asking. What I always hated as backbar was when the register person would ask everyone if they wanted their butter layered, and they would say yes every time. I can't tell you the number of times I had to chew someone out for that same reason. We'll give it if they ask, but for pete's sake don't go offering it to everyone.

Posted by Richard Greco (Member # 2032) on 11-08-2004, 08:26 AM:

Now when I go to the concession stand, I get layering. I usually get a medium popcorn (Can't eat a large...I've tried) Half full, then butter, then filled up, then butter on top. Then I get myself the largest sized Root Beer there because it usually has free refills (AMC YOU NEED TO START DOING THIS!!!!!) and I go and find the salt and such myself. I don't get napkins because they are necessary. Customers only take then because they are there. Then I haul my big ass into my seat and watch my film.

As far as people getting a small soda wih a large popcorn. Don't worry, you end up making more money because you'll end up selling them another soda before they are halfway done with their corn. You get thirsty eating that stuff!

Posted by Jack Ondracek (Member # 1466) on 11-08-2004, 09:10 AM:

Our customers like their popcorn layered, too. So do I.

Too often, concession workers try to compensate by saturating the top with buttergoo, which makes the top part just about as unappealing as the dry stuff from the middle down.

The best part of being in business is finding that your customers like things the way you do. We've always layered everything larger than our smallest size. It's automatic... we don't waste time, waiting for the customer to ask for it that way.

As for straws, napkins & etc around the cash register... that's just a problem by it's design. Everybody needs the stuff, and they're not likely to think about picking up what they need while you're off getting their puchases. We also keep that stuff in a separate area, far enough away that it doesn't interfere with the customer line.

Don't get frustrated with your customers. They're not likely to change much, unless you change your prices. Find a way to work around the challenges & have fun at what you do....

... or do something else [Big Grin]

Posted by Chris Medley (Member # 2145) on 11-08-2004, 09:16 AM:

Yeah...we put a stop to the whole "Can I layer for you?" It played hell on our yields. My suggestion would be to look beyond the customer who is finsihing up and say "Can I start the next order" that way you can start on the next order and you don't embarrass the person getting there stuff. Some people take their time so they don't make a huge mess. People that rush usually spill popcorn, tear huge amounts of napkins out, and break straw dispensers because they hit them so hard. Just be patient, if you stress all you will do is hurt your job performance

Posted by Phil Blake (Member # 2012) on 11-08-2004, 09:42 AM:

About twice a week I like to work in the candy bar , just to keep in touch with the patrons. It never ceases to amaze me how vague members of the public can be and how annoying some requests become [Mad]

.
Always when busy they will ask " I will have a drink a popcorn and a bag of lollies"

great !! , we have 3 sizes of popcorn , 3 sizes of drinks with 5 flavours and about 20 different types of lolly bags , the poor frustrated candy bar person has to ask , how big, what flavour and what type , this then sends the patron into a tail spin! , they really don't know how to decided when faced with this life treatening question!!!.

I think we under estimate the value of our concession staff , they really do deserve a big pat on the back from time to time with the frustrating people they deal with while under pressure with impatient cues . [thumbsup]

Posted by Chris Medley (Member # 2145) on 11-08-2004, 10:26 AM:

In Texas we have a similar problem, only different..

Customer walks up: "I'll take a large coke "
Staff member completes the transaction and hands the customer the coke
Customer: "ohh and can you make that coke a Mr. Pibb"

In texas every soft drink, it seems, is a coke. So we ar forced to ask every time "What flavor"

Posted by Allison Parsons (Member # 2728) on 11-08-2004, 11:19 AM:

Ok, ok. I will admit that I too do like my popcorn layered, if and when i get butter. And I do agree that the 3-5 squirts of butter on the top of the popcorn is just a bit gross and soggy. 90% of the time when I would deal with a layered popcorn person, it did only take a few extra seconds, but it always seems like when a rush of people would hit, thats when the layering/salt shaking/tasting-to-see-if-it's-just-right would began.

actually...another pet peve.. people dont look at the menu board untill it's there turn to order. They have 3 min. to look at it when they're in line but they only do so when it's time to order, which then can take 10 hours to decide what they want..

Posted by Chase Hanson (Member # 2779) on 11-08-2004, 12:03 PM:

I hate concessions, I hate serving food. Most if not every supervisor and assistant manager loves when I work at the concession stand (oddly enough).

/tangent

Anywho, my simple yet easy methodology is to, prior to making that "eye contact" with the guest behind them, announce "I can help the next Guest in line". This is your "subtle" hint to hurry up or slide on over to make room at the counter. If they dont catch on to that nuance, (baring spacing restriction on counter space) I will physically move myself over a foot to inbetween registers and take the next order from there. Usually by the time you have taken, verified and punched up a total for the next order the previous Guests have departed and you have space to complete your transaction.

If you happen to by chance run into that 3 in 10 persons who cant possibly be bothered to even begin to contimplate their concession order in the 3-10 minutes they've been waiting in line, I find that most will comply if you ask them if you can help the next guest while they make their decision.

quote:
Then I get myself the largest sized Root Beer there because it usually has free refills (AMC YOU NEED TO START DOING THIS!!!!!)

Honestly, I would LOVE a million times over to give people refills. In fact, if you never leave my sight, and somehow manage to eat or drink a significant amount of your popcorn or soda I will offer to "top you off". However I can not stress enough that THE LARGE CUP YOU JUST PULLED OUT OF THE TRASH CAN IS NOT SANITARY and a significant enough number of people chose to repeat this behavior to the point were it became a significant enough financial liability to warrent no longer giving refills. Not only from the aspect of lost concession sales, but wacked out settlements on food poisoning allegations.

Posted by Chris Medley (Member # 2145) on 11-08-2004, 12:53 PM:

What's worse is the really cheap bastards that will pull the old nasty bag and cup out of their purse from their previous visits.. [puke]

butter and all...the bag is about to fall apart and the bottom of the cup is so detriorated from the sugar that it would usurely give way when filled with soda...HOW CHEAP CAN YOU BE!!

Posted by Chris Brown (Member # 2800) on 11-08-2004, 01:05 PM:

quote:
great !! , we have 3 sizes of popcorn , 3 sizes of drinks with 5 flavours and about 20 different types of lolly bags , the poor frustrated candy bar person has to ask , how big, what flavour and what type , this then sends the patron into a tail spin! , they really don't know how to decided when faced with this life treatening question!!!.

I encounter this one all the time. I dont understand how people can, A) not even look at the menu board to see we have 3 sizes of popcorn/drink, or B) assume that we can read minds. And if you're busy, you obviously are trying to get through as many people as possible, so you usually throw back the necessary questions pretty fast. And it does overwhelm them, but its their own fault usually. Saying "I want a popcorn and a soda" doesnt tell me jack. Just from them saying that, I automatically have 5 questions to ask them, which wastes time. I find myself almost saying an extra thank you to the ones who come up knowing exactly what they want...makes my life a lot easier.

Posted by Ian Price (Member # 14) on 11-08-2004, 02:30 PM:

We always layer butter in the middle and are accommodating the customers putting other things in the middle.

But we also always make eye contact with the next person in line and ask if we can get their order started. It's all up to training and setting examples. Don't let the employee stand there dumbly and wait for the next customer, be proactive.

Posted by James Faber (Member # 2796) on 11-08-2004, 03:49 PM:

Yeah, I usually try to help the next person in line, if there is enough room. A lot of times couples will come up to the concession and stand abreast, and there is just no room to get another customer up there, unless you want to perform a jumping act to take their order. Children also do this, standing next to their parents, peeking over the bar and putting their greasy hands all over everything.

The "popcorn and soda," thing irritates me, too. I feel that these are usually people that don't come to the movies often, and are excited to be there. Another one that gets me, thought, is "what are your sizes?" Sometimes I want to treat them like a child and say, "Well, you see the smallest one? That's called the small, and it's $2.75. The middle sized one, well, that is the medium, and it costs $3.50. And, that large one right there, we coined the name large for that one. I know, we're a crazy bunch of kids here, but that's what we call it."

But only on a bad day. [Big Grin]

Posted by Ramin Hashemi (Member # 2694) on 11-08-2004, 09:47 PM:

We put an X on the bottom of cups and bags at first re-fill. This avoids seconds re-fill.

In terms of slow customers, I simply ask the next in line "Can I get started on your order", and by the time I get their food, the first guy is gone.

And for those not specifying a size, assume a Large. Raises the per cap.

Posted by Randy Stankey (Member # 64) on 11-08-2004, 10:25 PM:

quote: Phil Blake

great !! , we have 3 sizes of popcorn , 3 sizes of drinks with 5 flavours...

Easy! Just say, "Yes sir! One LARGE popcorn, one LARGE COKE and one LARGE package of candy! Coming right up, sir!" [evil]

And... If, somehow, the customer isn't smart enough to catch it you just got credit for the upsell! TIMES THREE!! [Big Grin]

Posted by Chris Brown (Member # 2800) on 11-08-2004, 10:36 PM:

quote:
Easy! Just say, "Yes sir! One LARGE popcorn, one LARGE COKE and one LARGE package of candy! Coming right up, sir!"

And... If, somehow, the customer isn't smart enough to catch it you just got credit for the upsell! TIMES THREE!!

I've been half-tempted to try that at times...I can just see them saying "I didnt order a large". To which I'd love to reply "Oh I'm sorry...my mind reading skills must be a little off today".

Posted by Randy Stankey (Member # 64) on 11-08-2004, 10:50 PM:

Just say, "Okay, sir. What size do you want?"

Don't hesitate. Don't smile. Don't miss a beat.
Just keep right on going as if you've been doing it that way all your life. Give 'em what they ordered and get 'em outta' there.

Oh! If you REALLY want to be evil, give them a box of Raisinettes for free! You know. The ones you keep in the "special" spot under the counter... that you brought from home... that you got from the bottom of the rabbit cage! [evil]

Posted by Brad Miller (Member # 2) on 11-09-2004, 12:23 AM:

I'm with Jack on this. Anyone ordering a medium or larger popcorn automatically got their butter layered. The profit margin is like 98% on popcorn as it is. Big deal if I toss on another $0.0001 in butter! It made the customers very happy, and that kept them coming back to the concession stand.

By the way, regarding all of this complaining about people wanting layered butter. You guys must not have poppers in front of the customers. Nothing and I do mean nothing is worse than when you have a small kettle (only big enough to fill about 1 large and 1 medium tub) in the concession stand and every customer says "no I want the fresh stuff". Yeah, like the "stale stuff" that has been in the warmer for 5 minutes has gone bad! Some people were so adamant about it that they would literally hold up the line waiting for the next batch to come out, then of course they complain that we have "stale popcorn seed" because it isn't crisp right out of the kettle, even when we would explain why it was "soggy" seconds after it was popped. People are stupid and concessionists really do have to have a lot of patience.

Posted by Nate Lehrke (Member # 1460) on 11-09-2004, 12:44 AM:

Everyone should use the now debunked Madstone's sizing options:
Medium
Large
Extra Large
and yes, a Extra Extra Large!

When people ask for a large, they have three options!
(No wonder they went bankrupt) [Big Grin]

Posted by Jennifer Pan (Member # 2035) on 11-09-2004, 12:56 AM:

Dude, that is messed up. That by far should have turned you away from working there. Should have quit the first day. No... Wait... Wait... Should have quit the moment you found out that they sold popcorn in those sizes.

Posted by Dustin Mitchell (Member # 372) on 11-09-2004, 01:25 AM:

Tell me about it Brad. What's worse for my theatre is that the competition a mile down the road saves their popcorn overnight by leaving it in the bin covered by paper towels [puke]

. Granted they can kind of get away with it because they still pop with coconut oil and not canola oil, but its still pathetic in my opinion. The problem is that even though we pop fresh every day, usually every set, people still assume that we also save our popcorn overnight.

And then you do just have the plain stupid customers. The other day I had a lady walk up to me with a large bag of popcorn with about 3/4 of the popcorn left and ask for her money back because the popcorn was 'burnt.' Now granted popcorn does get burnt once in a while, but I smelled and tasted the popcorn in her bag. It was NOT burnt. I then offered to refill here bag with the popcorn that coming out of the kettle AT THAT VERY MOMENT. Her reply? "That smells burnt too." ARRRRRRGH!! I did give her her money back even though it was here nose and not our popcorn that was the problem.

And no, the kettle was not too hot. The fresh batch was poping when she made her complaint was most certainly NOT burnt.

Posted by Chris Medley (Member # 2145) on 11-09-2004, 06:24 AM:

No..No..you gotta love it when you first open and the kettle is popping out popcorn right in front of the idiots...i mean customers...and they ask "Is this popcorn fresh". That would really get my day going wrong for some reason. One thing that always upsets me, and no offense intended to present company, Lowes holds there popcorn in big warmer displays built into the front counter and I have never heard a single person complain about their popcorn "Tasting Stale"

Posted by Phil Blake (Member # 2012) on 11-09-2004, 08:42 AM:

I hate waste!

We try to gauge the popcorn popping so we are not left with too much at the end of the night. I leave it in the bin , reheat and re pop at the beginning of the next days sessions , blend the two together and it's fine , not one complaint .

I am not sure what type of oil we are using , just comes in a big red drum with the words "popping oil" on it. The oil is very yellow , looks like mashed pumpkin.

Posted by Chris Brown (Member # 2800) on 11-09-2004, 11:06 AM:

I'm with you Phil on the waste...when our ushers clean the poppers at the end of the night, they bag up the remaining popcorn. Technically then the next morning, we are supposed to mix that stuff from the night before with freshly popped corn. But the taste difference can be so great that I never have the morning concessionists use any of the bagged stuff. It doesnt take long to pop some batches of fresh corn. We usually just give away the old bagged stuff to staff who wants it...so basically nothing really goes to waste.

Posted by Jack Ondracek (Member # 1466) on 11-09-2004, 12:01 PM:

quote:
I am not sure what type of oil we are using , just comes in a big red drum with the words "popping oil" on it. The oil is very yellow , looks like mashed pumpkin.

That's the best description of coconut oil I've seen yet!

Posted by Dustin Mitchell (Member # 372) on 11-09-2004, 02:19 PM:

As I said, its easier to get away with saving your corn overnight when you pop with coconut oil instaed of canola oil, it does last longer. Not an excuse in my opinion though, popcorn is so cheap that throwing away a couple of bags/tubs worth (all you should have left at the end of the night) isn't a big deal.

Posted by Barry Martin (Member # 1376) on 11-09-2004, 03:23 PM:

In my experience anyone who does not mention a size when asking for something is unsure and to some level actually waiting to be TOLD. If you just respond "Will that be a large" I have found about 60-70% of the time they say yes, whereas most people who order their size right away choose the medium or small. I was brought up thinking concession was more than getting product for a customer, but actually trying to put a bit of salesmanship in it too. As long as you're not saying things like "are you sure you don't want a large" after they've said "no, I'll take a medium" then they are happy and the company is happy.

When I came to the theater I'm working now, I trained this thinking into the 4 concessionists we have and we have seen a jump in our per cap of about 23 cents, with popcorn and soda having more spent than candy (used to be candy was always the winner).

As for layering, we also layer our medium and large, will do for small if customer asks. It's just worth the extra 1 or 2 squirts to make sure the customer is satisfied with the product to the end and comes back for more.

And as for slackers hanging around the stand after their order, we do have a VERY small concession stand but can have 3-4 customers across the counter and only have one register. The supplies are off to the side, but sometimes people do get in the way, never had a problem just asking the next person what I can start them on. More often it is groups of kids (like 12-15 years old) hangning around talking that get in the way, and a polite "Can I get you anything else?" is enough to pass the hint usually.

Posted by Thomas Procyk (Member # 1170) on 11-10-2004, 11:57 PM:

quote:
he other day I had a lady walk up to me with a large bag of popcorn with about 3/4 of the popcorn left and ask for her money back because the popcorn was 'burnt.' Now granted popcorn does get burnt once in a while, but I smelled and tasted the popcorn in her bag. It was NOT burnt.

When a customer brings back ANY food item to the concession stand saying something is wrong with it (stale, flat, salty, etc.) I make sure NEVER to tase it, (there's always those that go, "try it! try it!") just take their word for it! (Or challenge them if the date is printed on the box, like candy) It's too dangerous these days to go tasting things people bring back. Especially if it's mostly full, and you KNOW nothing is wrong with it... makes me uneasy.

=TMP=

Posted by Chris Brown (Member # 2800) on 11-11-2004, 11:43 PM:

Barry, I like your ideas. When I'm home over Thanksgiving I'll have my concessionists try that, see what they say. I think you're right, people who are unsure are happy to be "told" what they want. And the ones who do know what they want usually do go for small, occasionally medium. If you can convert say 100 of those small/mediums into larges, I can see how easy the PC improvement could be attained. Thanks Barry!

Posted by Chris Medley (Member # 2145) on 11-12-2004, 07:07 AM:

YOU TASTED IT!!!! [puke]

You had no idea if that person had any diaease or oral herpes or anything.. plus for all you know they could have been pissed off and spit in it(or worse) before they asked you to taste it. That's a big no-no in my book.

Posted by Dustin Mitchell (Member # 372) on 11-12-2004, 11:07 AM:

*points to location*
Perhaps not the best excuse but these sorts of things are less of a worry here.

Not like I grabbed a handful, just picked out a kernel or two. There was no spooge on them, not like the 80 year old grandmother would have done that anyway.

Posted by Brent Neal Jones (Member # 1048) on 11-26-2004, 07:20 AM:

I'm really going to remember this the next time this happens to me. [Eek!]

Posted by Phil Blake (Member # 2012) on 11-29-2004, 09:40 AM:

Further to my post on customers who dont ask for specific size of drink or candy or type etc. we have now been experiencing people rolling up to the ticketing counter when it busy and asking for "two tickets please" the cashier responds " for what movie and what session" once again cutomer is thrown into a flat spin. [Confused]

They seem to think we exist just for them , at that moment ,we only show one movie at the exact time they arrive then we all pack up and go home.

Posted by Dominic Espinosa (Member # 2122) on 11-30-2004, 04:47 PM:

Thank you internet for your on-demand media services!
We get that a lot.

As for upselling, suggestive selling, and stale popcorn:
We don't upsell, we don't suggestive sell, we just ask them what they want. The only times people buy more larges and kick our per-cap up is when there's a big movie and they brought the whole family.
We pop fresh daily and for the most part don't throw away much popcorn.
More often than not though we get people who look directly at the fountain and ask for drinks we don't have.
My favorite is looking up at the mylars of all the movies we have and going "are those the only movies you have?"
Like we're going to go "no, go around back by the dumpster, tell them I sent you and Vinnie will let you in."

Posted by Jason Black (Member # 684) on 12-01-2004, 10:12 PM:

Someone sent this to me the other day.... let's slow the customer down even more by badgering them to buy that 'super duper extra large you know you can't drink it all or you'll piss alll over yourself before you finish watching the movie' - Coke.

[Roll Eyes]

Don't forget to upsell!!

Tuesday, July 13, 2004

Teens who fail to 'upsell' learn hard marketing lesson

'Mystery shopper' reports have led to several firings at Carmike 10 Cinemas at Tanglewood Mall.

By Ryan Basen
981-3341
The Roanoke Times

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ryan.basen@roanoke.com 981-3340

On her way back from a recent family vacation to West Virginia, 19-year-old Rachel Wheeler called her manager at the Carmike 10 Cinemas at Tanglewood Mall to see when she was next scheduled to work.

To her surprise, an assistant manager at the theater told Wheeler she had been fired.

Her transgression? She had failed to "upsell" concession items such as popcorn or soda to a customer, who turned out instead to be a "checker" for the theater company. The checker informed Carmike management, and Carmike 10 manager Richard Kobert was ordered to terminate Wheeler, she said.

Upselling is the practice of encouraging customers to order larger, more expensive sizes of food, drink or other products.

Wheeler, a Southwest Roanoke County resident, was not the first employee at Carmike 10 to lose a job because of a failure to upsell. She wasn't even the first in her family. Her brother, Jonathan Wheeler, 18, was fired in May for the same reason.

Two other employees that the Wheelers know of have also recently been fired for failing to upsell: Patrick Knicely, 19, and another teenager, both Southwest County residents.

Their terminations, they said, are because of a new policy being enforced by Columbus, Ga.-based Carmike Cinemas.

The firings are a blunt lesson in sales and profits for the teens. They also underscore the importance of concessions to movie theater companies such as Carmike, which is righting itself after emerging from Chapter 11 bankruptcy protection two years ago.

The Wheelers and Knicely each began working at Carmike 10 in 2002. They underwent training, in which they were told to upsell and watched a video demonstrating the proper way to upsell, before starting their jobs.

They also signed an employee contract, and one of the provisions in the contract stated they should upsell to every customer. All three remember signing the contract.

According to Knicely and the Wheelers, Carmike management often sends ordinary people to Carmike 10 as checkers who pose as customers and report to management about employee behavior and the conditions at the theater.

Carmike, in its 2003 annual report, acknowledges the practice and has incentives in place to reward theater managers who help increase certain revenues:

"We have an incentive bonus program for theatre level management, which provides for bonuses based on incremental improvements in theatre profitability, including concession sales. As part of this program, we evaluate 'mystery shopper' reports."

Mystery shopping is gaining popularity in retail industries, according to the Dallas-based Mystery Shopping Providers Association. Executive Director John Swinburn said mystery shopping has been going on for at least 60 years and "is used in virtually every industry that deals directly with consumers."

At the Roanoke Carmike, the fired workers said, management initially used checkers to reward employees who did their jobs well. About a year ago, though, Carmike 10 employees were informed at a meeting that they could also be fired if they were caught failing to upsell a checker, the former workers said.

Kobert declined to comment for this article, except to confirm that the meeting took place and that the four teenagers were fired for failing to upsell. He also said, "I don't want to see them fired."

Ken Lehman, Northeastern Division manager for Carmike Cinemas (who oversees Virginia Carmike cinemas), also declined to comment, on the grounds that Carmike would not address any of its policies.

Knicely and the Wheelers said that upselling to every customer is difficult. To say that all Carmike 10 employees upsell all the time, as they are supposed to, is "pretty bold," Knicely said.

"If you work a double concession," Jonathan Wheeler said, "most likely you will forget" at least once.

Neither the Wheelers nor Knicely can recall the specific time they may have been caught failing to upsell by a checker, but all three confirmed that they did forget at times.

When they were fired, they were upset, but understood why they had been let go.

"Upselling was always something you were supposed to do," Knicely said.

The fired workers said they had not been individually warned previously about failing to upsell concessions.

Carmike is one of three major movie theater companies with cinemas in Southwest Virginia. The other two are Charlotte, N.C.-based Consolidated Theaters and Knoxville, Tenn.-based Regal Entertainment Group.

Marie McClaflin, director of marketing for Consolidated Theatres, which owns the Valley View Grande in Roanoke, said Consolidated employees are trained to upsell. Checkers are also sent to watch them, but to reward instead of discipline workers.

McClaflin said if a Consolidated employee smiles at and wishes a checker to "enjoy the movie," that employee and other employees working at that time get gift certificates.

McClaflin said upselling is encouraged but not mandatory.

"Upselling is just another tool to help increase the bottom line," she said. Firing employees who fail to upsell is "just not an acceptable way to keep the staff motivated. We absolutely wouldn't consider it."

Kathy Chittum, executive director of the Grandin Theatre in Roanoke, said Grandin employees are not asked to upsell.

"I don't think people appreciate that," Chittum said. "If our customers wanted a large, they'd ask for a large."

Knicely said that many elderly customers were annoyed by his attempts to upsell. Yet upselling often worked on families and teens.

Carmike, which owned, operated or had a stake in 299 U.S. theaters in 2003, filed for Chapter 11 bankruptcy protection in August 2000. It reorganized in June 2002, but its revenues dropped 2.6 percent from 2002 to 2003, according to a March report.

According to Carmike's 2003 annual report, concession sales are second only to admissions in company revenue.

"We actively seek to promote concession sales," the report said. One method listed is "training our employees to up-sell products."

The Wheelers and Knicely have moved on since their firings. Rachel Wheeler, a student at Virginia Western Community College, got a new job at a bookstore in Southwest County. Jonathan Wheeler is still unemployed.

Knicely, a rising sophomore at Roanoke College, is temping. He sometimes misses working at Carmike 10, even if he didn't love upselling.

"I didn't think it was a fair rule," Knicely said. But "I think it's a rule that needs to be followed.

"It was a good place to work. It was a good summer job," he added. When he got fired, "I was like, 'Well, what do I do now?'"

Posted by Dominic Espinosa (Member # 2122) on 12-01-2004, 11:09 PM:

To hell with checkers reports, unless the employee listed on the report is blatantly doing something wrong, and I'm not talking about this bullshit about upselling, more like, ignoring patrons, unsanitary food handling, etc. they shouldn't get more than a talking to about it.

Upselling can be a good source of extra revenue for the theater but it shouldn't be a grounds for termination.
There's no reason an employee should be disciplined for this.
Chronic failure to upsell may be an indicator that that particular employee may be better suited for something else in the theater, and close attention should be paid to how that worker interacts with guests. Someone who doesn't upsell is usually someone who doesn't show much energy or love for the job, as such their overall performance would be sub-par.
Once you've proven that employee is no good in your opperation, then it's time to think about laying them off when they're not needed. Failing to upsell is a stupid reason to let someone go.
High turnover rates are never a good thing. Turnover costs money.

Posted by Carl Martin (Member # 1146) on 12-02-2004, 03:31 AM:

too bad there aren't any carmikes around here for me not to patronize. hey, carmike: [fu]

carl

Posted by Chase Hanson (Member # 2779) on 12-02-2004, 03:38 AM:

Jeebus

I would have fought that one tooth and nail.

Posted by Jason M Miller (Member # 2597) on 12-02-2004, 12:41 PM:

With the upselling, we have been instructed (in the past) to fire the person selling the lowest amount of extra butter.

Posted by Mike Blakesley (Member # 26) on 12-02-2004, 01:38 PM:

I hate to be upsold. It is probably one of the things I hate most in life. Therefore, I do not ask my employees to do it. I DO, however, encourage them to say "Large?" when the customer doesn't specify a size.

But I would never fire someone for failing to do that -- unless they were someone I was looking to fire anyway. Maybe those Carmike kids were on the chopping block already and didn't know it.

Posted by Jarryd Beard (Member # 2543) on 12-02-2004, 02:02 PM:

quote: Jason Black
'Mystery shopper' reports have led to several firings at Carmike 10 Cinemas at Tanglewood Mall.

As an employee of Carmike, I can say I've never heard of such a thing. Employees at our theatre have been rewarded with $25 bonuses, but never threatened with termination. It's nowhere in the handbooks. However, the manager won't get his weekend off and that may piss him off. Even so, he can't terminate an employee unless they've had three reprimandation forms(aka write ups) filled out. Or, they can be fired for something extreme. Anyway, we have self serve popcorn, drinks, and even some candy (I will try to find pictures). Our theatre was actually a Cinema World based out of Pittsburgh before Carmike bought them out (I work for Cinema Six in State College, PA). From what I understand, there aren't to many of these concession stands around anymore. This setup allows for people to layer all the butter and salt they want. The two Cretors poppers each have two hoppers and a butter button underneath. This leads to only 2 cash terminals for six screens and hardly any long lines. The only problem is confusion of the medium sized combo cups and the actually mediums. Also, as you can imagine, inventory is absolute hell each week. Anyway, to make a long story short, up sells are near impossible due to the fact that patrons fill their orders before they pay. The manager hardly ever gets his full weekend off, but that doesn't stop him from taking it anyway. Oh, and as to free refills, our large popcorn bags now come with tabs that can be torn after the refill has been made. There is nothing for the large drinks, however.

Posted by Jason Black (Member # 684) on 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 [Big Grin]

If you ever vacation down my way, drop in!

Posted by Jarryd Beard (Member # 2543) on 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.

Posted by Dustin Mitchell (Member # 372) on 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?

Posted by Barry Martin (Member # 1376) on 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. [Roll Eyes]

I don't consider asking if they want a large when they do not specify a size as upselling, it's suggestive selling. [Wink]

Posted by Phil Blake (Member # 2012) on 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 ?"
[Big Grin]

Posted by Thomas Procyk (Member # 1170) on 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=

Posted by Jarryd Beard (Member # 2543) on 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. [Mad]

Posted by Jason Black (Member # 684) on 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... [Razz]

Posted by Thomas Procyk (Member # 1170) on 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! [evil]

=TMP=

P.S. And if my bitterness were truly noted, I should have gotten a settlement cheque by now.