Film-Tech Forum ARCHIVE: Frustrated, and angry customers

This is topic Frustrated, and angry customers in forum Film-Yak at Film-Tech Forum ARCHIVE.

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Posted by Sean McKinnon (Member # 612) on 09-16-2001, 02:42 AM:

Has anyone noticed this weekend customers bieng overly angry and frustrated? Customers have been going nuts in my theatre. I think it has to do with people bieng scared and angry over recent events, and trying to get out and get away from it but still carrying those feelings with them.

------------------
--Sean McKinnon
Manager
Loews Cineplex Entertainment
Liberty Tree Mall 20
Danvers, Mass
www.enjoytheshow.com

Posted by Paul G. Thompson (Member # 655) on 09-16-2001, 02:49 AM:

Sean, the events were basically right across the street from you. Try to cut your customers a little slack if you can. It was tragic for all of us.

Posted by Randy Stankey (Member # 64) on 09-16-2001, 03:19 AM:

One thing to remember when you have an unreasonable customer is NOT to argue with them. This will only inflame the situation. Just stand there and do your best to be a good listener. Don't offer any excuses, solutions or answers until they are done talking. Just add the normal, polite "punctuation" a good listener should use... "Yes, sir..." , "I see, sir..."

Once they are done venting their spleen on you, PAUSE! Don't say anything for a few seconds. Use the time to THINK.
Next thing you should do is to restate the problem back to the customer in your own, polite words. Ask them if you've got it right: "So, you are saying the usher was rude to you but when you told him so he gave you lip? Is that right, sir?"

Now, here's the tricky part. Be SILENT! The first one to talk LOSES! Done properly, and politely the customer will probably chime in and say something like, "...And furthermore..."
BAM!!! you've got them!

What a pissed off customer REALLY wants is a sympathetic ear. They want you to listen to them.

So now, you've heard the problem and given them your attention. Move on to the solution phase. It's simple. Ask them what they want. If it's something that you can give them, do so. If it's not something you can give, don't just say, "No." Make them a counter-offer. Chances are, if you've handled the "listening phase" correctly you won't have to make a counter offer. They'll take what they can get and go.

The trick to handling unreasonable people is to get them on your side. The best way to do that is to just stand there and let them talk. Negotiate later after you've done the listening.

Posted by Paul G. Thompson (Member # 655) on 09-16-2001, 03:41 AM:

Randy, I think your suggestion to Sean was much more superior than any I could have given. You said it very well. Thank you.

Paul

Posted by Jim Ziegler (Member # 86) on 09-16-2001, 04:23 AM:

I had an extremly upset, unreasonable parent start yelling at me on my porch today... I just called security, since she was determined to cause a scene... Of course, she was mad because we told her kids to leave because they were being uncooperative and obnoxious... I guess I see where they got it...

Posted by Paul G. Thompson (Member # 655) on 09-16-2001, 04:35 AM:

Jim, it is really a shame, isn't it?

Well, I suppose it is "Like father (or mother), like son (or daughter)"....

And from what I experienced through life, it could be good or bad, as you just found out.

Paul

Posted by Charles Everett (Member # 889) on 09-16-2001, 11:05 AM:

Funny that Sean brought this up.

I was at the AMC Hamilton on Friday night and it looked like a normal Friday night crowd. Last night Reading Cinemas in Manville NJ had about two-thirds its normal Saturday night turnout. At both places I didn't find anyone who were frustrated or angry. They just wanted to get away from the nonstop warmongering on TV.

Posted by Steve Scott (Member # 630) on 09-16-2001, 11:48 PM:

We've had a really good week too.

A lot of people have come in just wanting to talk, make a few jokes, & get away from the speculation & the harsh reality outside of the theater.

Posted by Sean McKinnon (Member # 612) on 09-17-2001, 02:14 AM:

Randy,

Thanks for the advice I totally agree with you. The problem is some customers just want to bitch. I offered this guy ten bucks out of my pocket (he said he was ripped we closed out the cashier and he was even) just to make him go away, he was yelling at us and bieng EXTREMELY rude, he accused another manager of bieng in on it to steal money from the comapny. He demanded the # to our corporate office so we gave him the regional managers #, but he insisted even after we told him that the office was in manhattan and we didnt know what was going on after the whole WTC thing. He then Screamed at us to "Bite him" and walked away at this point I had the police escort him out of the building.

Posted by Randy Stankey (Member # 64) on 09-17-2001, 11:53 AM:

Sean,

You probably did the right thing. You're right that some people just want to bitch. No rhyme or reason. They are just mean spirited S.O.B.s who have made up their mind that nothing is going to satisfy them. There is little or nothing you can do about people like that.

Again, IF you can do it you should just stand there and be as polite as you can. Don't let the bastard "flame-bait" you. Subconsciously, that's probably what he is trying to do. I know *I* would want to say something like, "Get the hell out of my building, you stupid F***!"

If you can't get the guy to calm down or somehow de-escelate the situation and he is disrupting business you have no choice but to have him "escorted out of the building". Some times you gotta' do what you gotta' do.

Posted by Rachel Carter (Member # 693) on 09-18-2001, 01:48 AM:

Well Sean, your theater seems to have alot of ppl who just like to bitch, huh?

Posted by Paul G. Thompson (Member # 655) on 09-18-2001, 02:00 AM:

Randy, if I kick anyone out of my building, I hope they wobble around on the sidewalk doing the 'Wooga Wooga' thing.

Posted by Randy Stankey (Member # 64) on 09-18-2001, 02:54 AM:

THAT sound would be like you get when you put a couple of stones in a tin can and shake it around.

Posted by Don Sneed (Member # 955) on 09-18-2001, 03:14 AM:

I don't have that problem here in Japan, I be standing in the lobby, & people will come up to me & say how sorry they are to hear what happen in America since I be the only American there...I just slightly bow & say "Domo-Arigatou-Gozaimasu"..(which is Thank you very much).

Posted by Randy Stankey (Member # 64) on 09-18-2001, 11:13 AM:

Paul,

THIS is the sound of what I want to do to crazy customers who don't want to listen to reason!

Note: Much compression used to make it smaller for internet transmission.

Posted by Wes Hughes (Member # 981) on 09-23-2001, 08:19 PM:

Sean, I don't know what your company is like, but I would NEVER give a customer my own money (or any money) just to shut them up if they were being so rude to me! I do work for an independent chain which has more lenient policies, and I never hesitate to forcibly eject a rude patron...they are usually told to never come back...thats what the megaplexes are for. If someone flames out on me, I can usually handle it...but if I am cursed at or put down in ANY way, they are OUT. I know that we have less problems because our theatres have the "they don't take shit" reputation in town.