Film-Tech Forum ARCHIVE: Letter to Cinemark about Daly City Theatre

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Posted by Geoff Jones (Member # 3668) on 03-04-2007, 05:11 PM:

Below is a letter I'm sending to Cinemark about my experiences watching Zodiac last night. I don't know if it will help any, but it feels cathartic to send it. Sigh.

Dear Sir or Madam,

I am writing about my experience at the Century 20 Daly City Theatre on Saturday, March 3. I saw Zodiac in Auditorium 3 at 8:30 pm.

A group of five or six kids sat directly behind me, and talked and laughed throughout the movie, ruining the experience for everyone nearby. Every ten minutes or so, I turned around and firmly told them to “Please Stop Talking!” About an hour into the film, a woman sitting nearby went out to report them. Security guards came into and took them out, but 10 minutes later they were back in their seats, still talking.

When the movie ended, I went to complain to a manager. He said that he couldn’t keep the kids out of the theatre because he didn’t know for sure that it was them. He said that no one else came out to complain, so he had no reason to take further action.

I told him that we didn’t come out to complain because we were watching the movie , and that he should have staff frequently monitor his auditoriums. I explained that if he or his staff had monitored the theatre, they would have heard me telling the kids to be quiet every 10 minutes.

During our conversation, his attitude was wholly defensive. He never apologized, and seemed completely disinterested in hearing anything I had to say. He got tired of discussing it with me, turned his back and walked away from me while I was speaking. I asked him his name as he walked away and I think he said it was “NAME REMOVED,” but I’m can’t be sure because he was across the room with his back to me.

I would like to stress that I never shouted, cursed or threatened him. In fact, there was a uniformed policeman nearby who never bothered to come over. I mention this to support the fact that I wasn’t doing anything to warrant having this man turn his back on me and walk away, mid-conversation.

At one point during our discussion, the manager said that he has 20 auditoriums to operate, and he can’t be in all of them at once. Hearing this, one of the security guards nearby suggested that I write a letter to complain that they don’t have enough staff to monitor audiences. I didn’t say anything at the time, but this suggestion was ludicrous, because there were two security guards standing around in a deserted lobby while other movies were still showing! Why wasn’t at least one of them off monitoring theatres?

I write a blog reviewing movie theatres and I talk to a lot of people about the movie-going experience. I hear over and over again that people are deciding not to go to movies any more because of disruptive patrons.

The manager never asked what I wanted. Honestly, I didn’t even want my money back. All I wanted was for him to commit to doing a better job of monitoring his auditoriums. I love going to the movie and I want theatres to do a better job, so the movie-going experience will improve. Sadly, I don’t think that will happen at your Daly City 20 Theatre. I will not be going back there, nor will the people I was with.

Please work with your theatres to improve the movie-going experience.
Please ensure that auditoriums are regularly monitored, and remove disruptive patrons.
Please train your management staff to interact professionally with their customers.

Sincerely,

Geoff Jones

Posted by Darryl Spicer (Member # 711) on 03-04-2007, 06:52 PM:

Send it through the cinemark web site. It will get to the right person. These letters good or bad will get directed to the theatre involved.

Posted by David Stambaugh (Member # 1102) on 03-04-2007, 07:07 PM:

I can vouch for what Darryl says: It will get to the right people and someone will probably have some 'splainin to do.

Posted by Frank Dubrois (Member # 3042) on 03-04-2007, 07:14 PM:

quote: Geoff Jones
The manager never asked what I wanted. Honestly, I didn’t even want my money back. All I wanted was for him to commit to doing a better job of monitoring his auditoriums.

Although I agree with your letter and your complaint, I think your timing is off. It irritates me when people come out AFTER the entire movie is over and let me know kids were talking, or there was noise going on that just wouldnt stop. Its usually the same people that fish for free passes. I'm not saying you were, but that usually the case with most customers. Perhaps if you came out when they made the noise, that would be warning one. When they did it again, perhaps go out and tell the manager that people are disrupting the movie, and ask for passes so you can come back another time, THEN write the letter to the company.

A lot of the people that complain (or want to complain) about noisey customers, usually dont want the other people knowing that it was THEM complaining. I have to wonder why? I have made complaints about noise at other theaters, and boldly walked the usher into the auditorium and took them to the people making noise. I want them to know I can hear them and if they don't stop, something WILL be done about it. If you sit in your chair and stew for 3 hours, then truely, what CAN be done in the future? Granted the ushers should be making their rounds, but the simple fact is, a lot do not. I dont think it would have been unreasonable to ask for, or be offered, passes for the trouble. The manager doesn't seem like he cares a whole lot about his job, or his movie theater.

Posted by Caleb Johnstone-Cowan (Member # 3710) on 03-04-2007, 07:26 PM:

quote: Geoff Jones
At one point during our discussion, the manager said that he has 20 auditoriums to operate, and he can’t be in all of them at once. Hearing this, one of the security guards nearby suggested that I write a letter to complain that they don’t have enough staff to monitor audiences. I didn’t say anything at the time, but this suggestion was ludicrous, because there were two security guards standing around in a deserted lobby while other movies were still showing! Why wasn’t at least one of them off monitoring theatres?

The manager you got came out with the single worst excuse ever.

To be fair to the guard it is the job of floor staff to monitor audiences as well as the picture, sound and temperature of the screen. The security guards should respond to requests from them and from managers for things like walking with employees to the cash office (although we had a stupid tube system). It's also another excuse to cut down on floor staff if you have security check the screens, which in my opinion results in a poorer experience.

Posted by Mike Croaro (Member # 3123) on 03-04-2007, 07:53 PM:

Hi Folks:

Large mainstream multiplexes tend to be magnets for loud bratty kids, teens, and sometimes adults. I avoid them at all cost driving sometimes 45 minutes via freeway to attend smaller more sophisticated theatres (with sophisticated clientel).

I saw "Zodiac" at the single screen Bridge Theatre in San Francisco. The 30 minute drive was well worth it. No teens or kids. All older well-manered adults.

Teens and kids shun older movie houses claiming they are "uncool". This is a bonanza for those wanting a quality movie going experience.

Mike

[ 03-06-2007, 10:01 AM: Message edited by: Mike Croaro ]

Posted by Geoff Jones (Member # 3668) on 03-04-2007, 08:09 PM:

Frank, I respectfully disagree. As a paying customer, I should not be expected to leave the theatre and miss a portion of the movie when something is wrong. I am not the one responsible for delivering a quality movie-going experience. Don't blame the victim! [Smile]

I think I will program box office phone numbers into my cell phone before each movie I see. Then, if there's a problem, I'll call them from inside the auditorium. Cell phones could be a good thing in theatres, for a change.

I'm sending my letter via USPS to Cinemark Corporate and the cc'ing theatre.

Posted by Bobby Henderson (Member # 840) on 03-04-2007, 08:43 PM:

quote: Frank Dubrois
Although I agree with your letter and your complaint, I think your timing is off. It irritates me when people come out AFTER the entire movie is over and let me know kids were talking, or there was noise going on that just wouldnt stop.

I agree. If there is a technical problem with the movie or a group of jerks are disrupting the movie I usually take immediate action. I would much rather get a refund and come back at a later time to watch a proper presentation rather than stew in my anger for a couple hours while my first viewing of the movie is compromised.

quote: Frank Dubrois
A lot of the people that complain (or want to complain) about noisey customers, usually dont want the other people knowing that it was THEM complaining. I have to wonder why?

Perhaps fear of getting beaten up or shot in the parking lot when leaving the movie theater? Or at least the fear of an unpleasant confrontation?

I'll happily point out people who are deliberately ruining a movie to management, but I would at least size up the offending party before doing so. If I have someone ejected from the theater, I would want the security staff to know their identity and force them off of the property. A significant amount of the movie would go unseen during that process, so I would also request a refund or pass to see the show undisturbed at another time.

Posted by Darryl Spicer (Member # 711) on 03-04-2007, 08:45 PM:

quote: Geoff Jones
I'm sending my letter via USPS to Cinemark Corporate and the cc'ing theatre.

You want it to get lost in the shuffle go ahead and send it through the USPS mail....I would use the contact us email on the cinemark web page it goes directly to the source you want it to get to, that is then sent to the theatre and the region leader for that area. It is important that the public states their opinions good or bad about their experience at a given theatre.

Posted by James Westbrook (Member # 3690) on 03-04-2007, 09:04 PM:

Darryl is right. The complaint via e-mail link at cinemark.com goes through 3 higher ups BEFORE it goes to the theatre's region leader and THEN the theatre manager. This is not the desired attention one would want from these folks.

Posted by Frank Dubrois (Member # 3042) on 03-04-2007, 11:04 PM:

quote: Geoff Jones
Frank, I respectfully disagree. As a paying customer, I should not be expected to leave the theatre and miss a portion of the movie when something is wrong.

Thats true, you shouldn't be expected to, but then don't expect the noise to end.

quote: Geoff Jones
I think I will program box office phone numbers into my cell phone before each movie I see. Then, if there's a problem, I'll call them from inside the auditorium.

Yeah, great solution. Then you mightfind YOURSELF being escorted out the door for talking on your cell phone in the auditorium. Two wrongs don't make a right.

Posted by Will Kutler (Member # 770) on 03-04-2007, 11:59 PM:

Interesting comment regarding "no proof of kids misbehaving".

WhenI worked my last 20-plex (a major cinema chain) a group of kids stunk up one of the main auditoriums with reefer smoke, whch filtered out into the entire lobby. As can be expected lots of customer complaints. Tucson Police Dept was called, the show was stopped and the kids detained. However, the wonderfully useless TPD refused to arrest the kids because the kids did not have the joints in their hands...but rather had ashes at their feet. Becaus they were not physically holding the pot, TPD refused to take action.

Kutler

Posted by Darryl Spicer (Member # 711) on 03-05-2007, 12:10 AM:

That's called possession....if they had the pot on them whether it be a joint or in a bag on their persons then they could arrest them if the pot is spent in ashes or even if a bag was found somewhere on the floor there is not much they could do as far as arresting unless they witness or have witnesses to one of them putting the bag on the floor. In a court of law they could easily say that the bag and or ashes were already there.

Posted by Geoff Jones (Member # 3668) on 03-05-2007, 12:19 AM:

quote: Frank Dubrois
Yeah, great solution. Then you mightfind YOURSELF being escorted out the door for talking on your cell phone in the auditorium. Two wrongs don't make a right.

I was thinking of something along the lines of "People are talking in auditorium 3, please come in here." Hang up. Not a lengthy conversation.

Honestly, that would cause less disruption than getting up and climbing across the tightly spaced seat rows to go find someone in person.

Besides, how can I be escorted out for talking on my cell phone when I'm calling to complain that people are disrupting the show? If there was anyone there to catch me talking on the phone, I wouldn't be making that call in the first place!

I'm sorry that it "irritates you" that I wouldn't want to miss part of the movie to come out and report a problem that the theatre should be on top of. I think the manager of the theatre felt the same way. [Frown]

quote: Bobby Henderson
I would much rather get a refund and come back at a later time to watch a proper presentation rather than stew in my anger for a couple hours while my first viewing of the movie is compromised.

I hear you, and I've done this in the past. But you know, it doesn't always work out this way. In this particular case, I had driven 30+ miles to see the movie with family and friends, some of whom may or may not have wanted to walk out. Heh - just making that decision might have required a disruptive conversation on our part, and we're not the sort of folks that talk during movies. Also, my immediate schedule didn't really have any other openings to see the film again.

I'll send my letter through the mail AND the Cinemark website. Thanks for the advice.

Posted by Demetris Thoupis (Member # 833) on 03-05-2007, 08:27 AM:

If at one point the movie went out of focus and out of frame would you have sat down and watched the whole movie and then complain about the presentation?
Demetris

Posted by Steve Scott (Member # 630) on 03-05-2007, 08:39 AM:

That manager shouldn't need a file-load of evidence to kick them out. He/she reserves the right to remove any patron with/without refund, at management's discretion. Let alone when there are several witnesses, let alone PAYING witness-customers!

"Write a letter..." the security guard says...
How operational, not managerial.

Posted by Jason Whyte (Member # 1433) on 03-05-2007, 09:10 AM:

quote: Geoff Jones
I am writing about my experience at the Century 20 Daly City Theatre on Saturday, March 3. I saw Zodiac in Auditorium 3 at 8:30 pm.

Well there's your first problem right there. You want a good experience at the Daly City 20? Don't go there on a Saturday night. (I visited there once in 2005 and boy was that a busy place and I also had a few chatterboxes at my screening. Great film presentation however.)

It's a sad reality. People stay the hell away from our local megaplex on Friday and Saturday nights because of the onslaught of talking teenagers and adults. Last year I went to this place on Saturday night and had my chair kicked by an idiot kid for the entire duration, and from that day on have went to the less busier downtown theaters because of it (and sat in the back row! [Wink]

)

I do agree with the others, however. Use the email contact form and someone will respond.

Jason

ps - Great website!

Posted by Bobby Henderson (Member # 840) on 03-05-2007, 11:09 AM:

quote: Geoff Jones
I was thinking of something along the lines of "People are talking in auditorium 3, please come in here." Hang up. Not a lengthy conversation. Honestly, that would cause less disruption than getting up and climbing across the tightly spaced seat rows to go find someone in person.

I disagree.

When a movie is playing, absolutely NO cellphone use should be permitted at all.

The simple act of opening a cellphone is disruptive. Every time some ass-hat decides he needs to check his phone for any missed calls it's like turning on a bright flashlight in the theater. Everyone needs to keep their damned cellphones in their pockets or purses and on silent mode. Period. If they need to make a call or even need to check their phone at all they should only be doing that outside of the auditorium.

Posted by Caleb Johnstone-Cowan (Member # 3710) on 03-05-2007, 12:35 PM:

There's probably something in the calling the box office idea, you could have a section of the preshow that says text 'SITE SCREEN PROBLEM' to a short SMS number. It could redirect to the box office or manager and staff could be directed to the problem. Better than that buttons on seat idea from a while back perhaps?

Posted by Brad Miller (Member # 2) on 03-05-2007, 01:49 PM:

Bobby has a point, but sometimes the kids are making such a disturbance that opening up a cell phone for 30 seconds is FAR LESS ANNOYING than letting the brats continue.

Even with that being said, it is easy to simply get up out of your seat and open the phone up and put it to your ear just as you are about to exit the auditorium. The kiddies will think you are just being courteous and answering your phone outside the auditorium, when in fact you are simply pretending for a few seconds and when you get in the hallway you are actuallyly dialing the box office. You should only miss less than one minute of the movie too, and by the time a manager can come downstairs (since most like to hide upstairs) a few minutes will have passed and it won't seem like you told on them (meaning for those concerned, no potential for a beating or anything in the parking lot).

Of course the manager SHOULD have made sure his staff was walking the auditoriums every 15 minutes regardless, but that isn't a Cinemark-specific problem. It's everywhere in most large multiplexes where staffing has been cut to save operating costs.

I've seen a few movies at the Cinemark Denton recently and although I've not had a problem with other patrons there, that theater did not do one single walk-through on any presentation I have seen. Also the focus is so incredibly bad every visit I have to go alert them. I don't see how this can be since I know Cinemark outlaws start timers...so did the guy starting the projector not notice or not care??? (I think it was aud #2 that had a bad side to side focus issue he was simply unable to correct.) The last visit there I was surprised the xenon made the show without exploding. I tried to find someone to warn them to look at it before they lose a reflector, but since it was the 10:30 show there was nobody to be found anywhere on the floor. (I think it was auditorium #12 if anyone in Cinemarkland wants to pass along the warning.) They also are in dire need of film cleaners. I didn't know trailers COULD be that dirty. The sound (although the trailers were too loud and the feature was too soft) was tuned fairly well for a multiplex though, and the theater is always clean throughout.

Posted by Aaron Sisemore (Member # 145) on 03-05-2007, 05:47 PM:

quote: Demetris Thoupis
If at one point the movie went out of focus and out of frame would you have sat down and watched the whole movie and then complain about the presentation?

I wouldn't, but I have seen exactly that happen on numerous occasions. People coming out at the end of a film and complaining that the focus was off since the beginning of the show...

Or worse, people coming out after seeing the movie and wanting a refund because they 'didn't like the movie' or 'were offended by the violence/nudity/language/political agenda/etc.' in the movie...

-Aaron

Posted by Patrick Dunn (Member # 3333) on 03-05-2007, 06:55 PM:

quote: Aaron Sisemore
Or worse, people coming out after seeing the movie and wanting a refund because they 'didn't like the movie' or 'were offended by the violence/nudity/language/political agenda/etc.' in the movie...

I hate that, but my GM said she had worse, someone asked her for a refund because his date didn't go over too well. If anyone is ever offended by the violence or the nudity you can tell them there is a reason the movie has a rating.

And I don't think using a cell phone in the theater to alert box office would be a good idea to let them know of disruptive patrons, I agree with brad, wait until you are in the lobby before you dial it. But where I work, two of our theaters are right next to the concession stand so they can let any of us know without missing much of the movie, and they don't have to wait for us to answer the phone since sometimes when we are busy it may be a while for someone to answer the phone.

But I hate leaving the theater for any reason during a movie because I'm always afraid that I am going to miss something while I'm up.

Posted by Gordon McLeod (Member # 33) on 03-05-2007, 07:46 PM:

Frank said "Thats true, you shouldn't be expected to, but then don't expect the noise to end. "
That is the attitude that is distroying this industry from the inside
The theatre has an obligation to present to the paying customer an uninterupted flawless presentation that they can suspend there disbelief and enjoy

anything less is a crock of [bs]

Posted by Geoff Jones (Member # 3668) on 03-06-2007, 12:54 AM:

Thank you Gordon!

Based on a few of the comments I've gotten, I think some folks might have mis-conceptions about me, some of which are a little insulting. Here's a little more about me:

I have never talked on a cell phone during a movie. The only reason I would ever consider talking on a cell phone during a movie would be to report a problem so I wouldn't have to miss part of the movie. If I was thrown out for talking on a cell phone, I would probably be happy about it.

I make a point of buying concessions when I go to good theatres.

I always carry my trash out with me, and tell my friends to as well.

I write a silly little blog about movie theatres, with the hope that it might help people find and support good theatres, and therefore improve the overall movie-going experience. (I'd love for folks here to submit reviews!)

If the movie is unwatchably out of focus or one of the many other problems that I have encountered, I do get up and go complain about it.

If the problems are minor or periodic, I complain about them after the movie, because I'd rather suffer through them than risk missing something crucial, unless I've seen the movie before.

If I were to ask for my money back after a movie (which I haven't done in years), I would not be doing it because I'm a cheapskate; I would be doing it to cause a hassle for the manager, with the honest hope that he or she will try to fix the problem, to avoid that hassle in the future. And I would never ask for my money back because the movie was lame or I had a bad date.

I like to sit in the center, and sadly, most theatres I've been to lately do not have enough leg room for me simply get up out of my seat without literally climbing over folks. (And I'm not a particularly large person.)

When I go to the movies, I want a large, enveloping, immersive image. I haven't been to the Bridge theatre in some time, but from what I remember, the screen there wasn't much bigger than my home theatre. That's one reason I didn't consider going there. (If my memory is incorrect, I sincerely apologize.) Also, the Daly City 20 had been recommended for its large screens and good sound.

I think Film Tech is a great resource and have been visting the forums for years, long before I ever posted. And I sometimes think Joe is funny!

Cheers,
Geoff

Posted by John Joseph Fink (Member # 3619) on 03-06-2007, 06:25 AM:

quote: Gordon McLeod
The theatre has an obligation to present to the paying customer an uninterupted flawless presentation that they can suspend there disbelief and enjoy

anything less is a crock of

Too often that is forgotten! I have complained about the state of projection at many theaters in the area are often I'm told "it can't be fixed" or "we'll look in to it" and nothing is done. Most recently at National Amusements my party complained four times about framing at Daddy's Little Girl and nothing was done. We were given return passes and I told them "why didn't you just fix the problem". They responded "the intercom system was broken, we couldn't communicate with the booth". "Nobody could have walked up there" "No". I mean what the hell is that? I also find problems in a lot of the former Loews, AMC sites with poor quality projection. Clearview, a chain that used to have horrable projection finally got tired of my endless complaints both to managers and in the lobby and I'm happy to say they've finally cleaned up their act, actually caring about focus, lighting and framing! But what the industry needs to understand is that if these problems persist due to lack of compitant booth opperators people will stay home and make it a NetFlix night. Tragically some of these managers I've run in to, like the one first discribed here, don't get that.

Posted by Frank Dubrois (Member # 3042) on 03-06-2007, 08:05 AM:

quote: Gordon McLeod
That is the attitude that is distroying this industry from the inside. The theatre has an obligation to present to the paying customer an uninterupted flawless presentation that they can suspend there disbelief and enjoy

Gordon, I think you misunderstood me. I agree 100% with your statement. I was trying to tell him that if HE doesn't get up to alert staff to the problem, and since the staff obviously doesn't care enough to check, he should expect the problem to go away. That theater is apparently suffering from what you describe, and its sad. We have the same situation where I am at, I see, I try to work on it, but the kids and some management just dont care. The only way to get rid of a problem is to take care of it yourself. Unfortunately, most noise or projection problems are only solved when patrons complain. I like the point that someone made about bad focus. Would he sit there though the whole movie hoping someone will come in and check? nowadays, you just can't count on that...especially in the big megaplexes. I think his complaint is warranted, but sitting in his seat hoping for results simply doesn't work. The theater deserves bad marks for customer service.

Posted by Demetris Thoupis (Member # 833) on 03-06-2007, 11:13 AM:

Geof,
I apologise if my comment offended you. It was not refered specifically to you but I was rather making a general comment.
Demetris

Posted by Bobby Henderson (Member # 840) on 03-06-2007, 11:48 AM:

quote: John Joseph Fink
But what the industry needs to understand is that if these problems persist due to lack of compitant booth opperators people will stay home and make it a NetFlix night.

I believe the problem is greater than simply having competent booth personnel. I think it has a lot more to do with corporate culture/policy than anything else.

The corporate management of many theater chains simply does not believe in investing enough money into auditorium and booth designs to achieve very good or great levels of presentation quality. Most executives only seem interested in "good enough" standards.

Those same executives also feel that regular maintenance is a pretty optional thing as well. Regardless of theater chain, many booths have to fight to get replacement parts, bulbs, speaker drivers and other items. The projection systems and audio A/B chains rarely get seen by qualified technical people either.

Lots of the theater chain brass keep holding to the belief audiences will keep coming regardless of sub-par presentation quality. That's the marketing strategy of a loser who only hopes to keep holding onto what he has instead of gaining more customers.

Movie theaters could be fighting from a position of strength if they wanted to do so. It's feasible to build and maintain theater auditoriums that can blow away the quality anyone can get from home theater. Someone can spend $200,000 on a very high end home theater, but it's still going to be a tiny room compared to a house with a 70' wide screen and several hundred seats. When that same big house has bright, sharp projection and sound that pounds the air in your chest you're going to want to come back regardless of what equipment you may have in the home. The trouble is very few commercial movie theaters are offering anything like that.

And that's a shame. Because there's so many other negative reasons why a lot of potential customers are staying away from movie theaters. The advent of Blu-Ray, HD-DVD and new versions of Dolby and DTS audio just sweeten the deal for home viewing. The rude, selfish behavior of other audience members is at least to some level out of the control of theater staff. However, the presentation quality of the show itself is fully within the control of theater. So I see little excuse for that end of it to be sub-par.

I was willing to drive hundreds of miles to watch movies at high quality theaters like the long gone GCC Northpark 1-2 in Dallas. That sort of phenomenon appears not to matter much to theater chain executives.

Posted by Frank Dubrois (Member # 3042) on 03-06-2007, 04:17 PM:

quote: Bobby Henderson
The corporate management of many theater chains simply does not believe in investing enough money into auditorium and booth designs to achieve very good or great levels of presentation quality. Most executives only seem interested in "good enough" standards.

I agree. Maintenence isnt an option, only REPAIR. Hire as many crappy workers as you can, keep them for the summer, then fire them before they get a raise... We don't get good employees that care because corporate America doesnt care about quality, only the bottom line. One well trained, high quality, caring employee can do the work of 2 slackers, easily. You do the math. Obviously this cant be explained to accountants, but its truth.

Posted by Joe Redifer (Member # 3) on 03-06-2007, 06:51 PM:

quote: Frank Dubrois
Hire as many crappy workers as you can

I think you mean "as few as they can get away with". Even if the workers are crappy, the more they have the higher their payroll will be, and theaters HATE paying people.

Posted by Bobby Henderson (Member # 840) on 03-06-2007, 11:40 PM:

quote: Joe Redifer
Even if the workers are crappy, the more they have the higher their payroll will be, and theaters HATE paying people.

Kinda gets in the way of those Mercedes payments and the $10,000 annual dues on that country club membership.

Posted by Stephen LaPadula (Member # 3050) on 03-09-2007, 02:53 PM:

While I agree no paying customer should have to get up and miss part of a movie, I also personally agree with one of Bobby’s earlier posts. I would rather miss two or three minutes of a film and address the issue with management than sit there for two to three hours pouting and being pissed off.

This made me think of the system Regal implemented or was testing. It’s basically a device that a patron takes into the theatre with them and then ‘pages’ a manager if a number of issues arise. There is a thread in Film-Yak about this but I am too dumb to figure out how to make a quick link (Brad or Adam, some assistance?)

This is a noticeable step forward in that a big chain like Regal is addressing an issue plaguing our industry. No theatre is going to have ushers baby-sit each theatre for each show waiting for a disturbance, and although this may seem like free labor, some movie goers would be thrilled to participate.

Does anyone have any feedback on how this is working?

Posted by Jesse Skeen (Member # 586) on 03-09-2007, 03:53 PM:

What's so hard about having someone actually GO INTO the auditoriums at least once every show, checking both the presentation and the behavior of the patrons??

Posted by Anslem Rayburn (Member # 1267) on 03-09-2007, 04:40 PM:

We do that, and have found that people take notice of ushers going in and will be quiet while they're there. Just like everyone doing the speed limit when they know there is a cop behind them.

Posted by Mark Gulbrandsen (Member # 72) on 03-09-2007, 07:44 PM:

I agree that YOU should have complained the third time you had to tell them to be quite...The old three strikes and you're out thing. You might have dragged in one of those guards moping around the lobby eating doughnuts to deal with the problem... Had the guard failed to adaquately deal with it I'd have called the cops then and there.

I always go out of my way to be sure I don't go to a Cinemark Theater (or Carmike) under any circumstances. They generally are just a mediocre time with yesterdays stale popcorn and poor presentations anyway.

Mark

Posted by David Stambaugh (Member # 1102) on 03-09-2007, 09:32 PM:

LOL, the first-run Cinemark here has generally pretty ok presentations (much better now than when they first opened), and their popcorn is good. [Big Grin]

The dollar Cinemark is another story - Wasn't any good even when it was brand new. The presentation that is.

Posted by Mike Sellars (Member # 4042) on 03-10-2007, 08:59 PM:

I have been in the business for eight years, and for the last two have run a 14 screen mega in a resort area - most of the year we are not very busy, but summer and Xmas season make up for it. For years, when I identify shows of films that we know are gonna have talking issues and the like, I go into the house just as the Dolby snipe starts (after the trailers and just before the feature) so most of the people are in there, get the projectionist to stop the film, hit the house lights and mute the advertising sound, and then give the following speech:

“Hi folks! Thanks for coming to the (theatre name) and the (showtime) of (movie). Most of you all came here tonight to actually see the movie, and expect me to do everything I can to ensure that disruptions are kept to a minimum….. however, some of you did not. Some of you came here to (insert four or five of your least favorite customer antics) fool around with your friends, talk during the film, use your cellphones, kick the backs of other peoples chairs, throw popcorn or do things that keep the rest of these folks from enjoying their movie, and forcing me and my staff to ignore the other people in my building to deal with you. If that’s you, you should get up right now, get a refund and leave. Anyone found disturbing the movie after it starts will be kicked out…

…and we’ll keep your money! Thanks!”

Nine times out of ten, as I am radioing the projectionist to fire it back up, the house erupts into applause… I even get high-fives as I’m on my way out. We wait ten minutes, then go back in and kick out the first person we see talking or whatever. The rest of the ruffians either leave or sit there and shut up. Those couple of folks every few months or so who were mildly annoyed by my little presentation know it’s necessary from time to time and understand.

Works great!

[thumbsup]

Posted by Brad Miller (Member # 2) on 03-11-2007, 12:52 AM:

Hahaha, bravo! We used to do a similar type of speech, but I like the way yours is laid out. [thumbsup]

To anyone taking that above post as a joke, seriously that tactic really DOES work.

Posted by Frank Dubrois (Member # 3042) on 03-11-2007, 01:14 AM:

quote: Jesse Skeen
What's so hard about having someone actually GO INTO the auditoriums at least once every show, checking both the presentation and the behavior of the patrons??

Nothing, but apparently that WASN'T happening because A) The kids don't wanna.... and B) The management doesn't give a crap.

quote: Stephen LaPadula
This made me think of the system Regal implemented or was testing. It’s basically a device that a patron takes into the theatre with them and then ‘pages’ a manager if a number of issues arise.

I didn't read that thread, but Oh My God I can't imagine that working out. *page* "Excuse me, but my drink is empty, could you refill it?" *page* Could you bring me some more salt for my popcorn please?" Give those damn things to EVERYONE? I think not. I would guess half of them would walk out the door with the customer anyway since they can seem to remember to take their winter coat with them when they leave the theater.

Posted by Mike Sellars (Member # 4042) on 03-11-2007, 09:23 AM:

First time I did the speech thing when my boss was visiting she almost had a cow... until the end, when the applause came!

Of course your ushers should walk the houses as often as possible, but sometimes you just can't do it right - this puts the idiots on notice.

Posted by Geoff Jones (Member # 3668) on 03-11-2007, 03:39 PM:

Mike, I applaud you. What's the name of your theatre? I'd love to give it a plug on my Movie Theatre Review Blog.

Posted by Mike Blakesley (Member # 26) on 03-11-2007, 08:59 PM:

quote: Frank Dubrois
Give those damn things to EVERYONE? I think not.

Frank: No, the devices are only given to a select few people.

Posted by Eric Hooper (Member # 1730) on 04-03-2007, 02:54 PM:

Gee, it's no wonder why I don't go to the movies any more...

Posted by Paul Konen (Member # 41) on 04-04-2007, 09:30 AM:

Geoff, have you received a response yet?

Posted by Geoff Jones (Member # 3668) on 04-04-2007, 10:00 PM:

Nope, not a word. I sent my letter via their Website Feedback AND US Mail.

I should also add for the record, that neither I nor my companions that night have been back to the theatre.

Posted by Andrew Huffman (Member # 4140) on 04-07-2007, 01:11 PM:

Geoff -- It's too bad that Daly City doesn't have the right person in that location. As the person charged with your enjoyment, the manager is also charged with being the guy who will listen to issues and then do their best to correct them. I am on my 15th location as a GM and this issue with unaccompanied minors isn't going away. But I'm not throwing in the towel either. Do we get complaints about kids being unruly? Yep, but we listen to the customer, apologize, regroup and attack the problem from a new perspective. Since arriving at my current location, complaints about kids are down, security costs are down, and attendance is up. All it takes is a few weeks of being a hard ass and the kids go elsewhere! I am not shocked that you have yet to get a response since Cinemark wants the GM's to respond to complaints. If the guy wont talk to you in the lobby, he sure as hell isn't going to respond to a letter or email! The only time a customer should be "expected" to leave a show is to get that refill of popcorn, soda, and buy more candy!