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This topic comprises 3 pages: 1 2 3
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Topic: The Opinionated Ticket Seller
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Richard C. Wolfe
Master Film Handler
Posts: 250
From: Northampton, PA, USA
Registered: Apr 2000
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posted 09-14-2006 12:16 PM
I have a feeling that once management learns of this cashiers "advice" to patrons, that person will not be selling tickets any longer, or working in any sales position. It is not the duty of any employee to offer their opinion on films or concession items unless asked, and if asked to limit such comments to ambiguous answers.
As an owner who often takes tickets at the door of my independent theatre, I occasionally get asked by my patrons: "How's the movie"? I will answer either with "I really enjoyed it, but I have noticed that not everyone does. It depends on what one really likes or is interested in", or if it's something I didn't like at all would say "This isn't my kind of movie, but have noticed that many people seem to really enjoy it, it depends on ones individual tastes". Those comments seem to satisfy the questioner, and have never changed anyones mind about seeing the film. Once in a while, one of those folks will say on the way out, "I guess that movie wasn't for me either", but they seem content that they weren't mislead, and had made the discision themselves.
As I book my own theatre, and have only one screen, there is enough product that I don't need to run the real stinkers. And since I'm subrun, I have the opportunity to find out about the film long before I would intend to run it. Therefore, I never end up playing films that would be disliked by most of the audience.
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Steve Scott
Phenomenal Film Handler
Posts: 1300
From: Minneapolis, MN
Registered: Sep 2000
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posted 09-14-2006 02:29 PM
Before I started working box years ago, I was under the assumption that people didn't go out to a theater unless the film had drawn them into there... Obviously, not so!
Working in multiplexes has the off-putting disadvantage of these casual patrons. Sometimes it's the lack of the studio's effort to draw attention to certain films; ones where you can't simply look at the poster & derive a story. Then there's the fact that you're often putting 10 or more films in front of someone just looking to be entertained; an average person shouldn't really be expected to remember all the directions Hollywood is willing to take (even if too many of them are the same ambiguous formula films).
But that aside, the product is what it is. Within the illusion of service, there lurks the selling concept. Yes, even in non-chain theaters, box staff shouldn't pander a film outright, especially if it's the only film the patron seems interested in.
I support this, while carrying the ideal that patrons ought to realize the position in which the probably below modestly paid staff member finds themselves in. That position is made slightly better when the films' synopsis are posted at the box. Then again, some patrons haven't come to a movie theatre to read, and they want a nice, spoken review of every film you're showing. Even in a 5-plex, as I am now, it can be awfully time consuming.
I guess the parade of people asking the person behind the counter, whose opinion should theoretically be biased towards sales, will never end. I just try to keep any explanations or "reviews" brief & polite. I can't make a lot of films shine any more than their dull finishes, but I try to justify why a patron ought to spend their money on any film in question.
But recently, yeah, Wicker Man should be avoided. ![[thumbsup]](graemlins/thumbsup.gif)
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Jack Ondracek
Film God
Posts: 2348
From: Port Orchard, WA, USA
Registered: Oct 2002
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posted 09-14-2006 11:44 PM
quote:
Before I started working box years ago, I was under the assumption that people didn't go out to a theater unless the film had drawn them into there... Obviously, not so!
... Then there's the fact that you're often putting 10 or more films in front of someone just looking to be entertained;
I like Richards method. You don't want to send people out the door, just because YOU didn't like a film. At the same time, being too enthusiastic about a film that another might find a total dog doesn't work well, either.
Steve brings up a couple of good points... but it doesn't take a lot of films to "confuse" people.
We frequently have customers, who apparently will miss our newspaper ad, phone line and web site. They'll pass by our highway reader board and the posters in our boxoffice and ask, "what's playing tonight"?
Apparently, there really are people out there who will drive to a theatre, assuming that there's something they'll want to see.
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Charles Greenlee
Jedi Master Film Handler
Posts: 801
From: Savannah, Ga, U.S.
Registered: Jun 2006
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posted 09-15-2006 11:21 AM
quote: Richard C. Wolfe
It is not the duty of any employee to offer their opinion on films or concession items unless asked
If fact, it had been expressed to me, that it is the duty of the box person, as well as all of the staff, to be familiar with each movie shown, and be able to answer quiestions about it. Unfortunaly, the comany doesn't allow the employees to preview the movie, just managers and/or projectionists, nor are the employees allowed to watch it comp. opening weekend. So, how the heack are they supposed to know? Maybe read reveiws off of a site? But that usually isn't very enlighting, and some of our employees don't have computers at home, much less internet. Now as far as relaying that a movie sucks monkey, ehh-hem, without outright saying it, or ticking off a customer can be tricky. I tell them that I've heard some negative things, like it gets a bit technical and long winded, but that I've also heard some people likeing it. Bascially, point out why is sucks, nicely, but also point out that it may be a preference thing, and that it may be a great movie depend on what they like. Most usually interpret that well, and are appreciative.
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Jack Ondracek
Film God
Posts: 2348
From: Port Orchard, WA, USA
Registered: Oct 2002
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posted 09-15-2006 11:31 AM
Charles,
If it is your company's policy that you be familiar with the films you show, yet they provide no obvious way for you to see the film, the easiest way to deal with it is to ask your manager how to handle customer questions. What they tell you to do might be interesting in itself.
BTW... It sounds like they're following a fairly strict interpretation of the studio master licenses, most of which specifically state that nobody gets to see their shows without paying admission during those first couple of weeks. After that, the theatre is supposed to get the studio's permission to deviate from established admission rates. There used to be an allowable error/pass rate... something like 1 or 2%... but I don't remember if that's still part of the common wording.
Were someone to be truly anal about it, the licenses don't say anything about management screenings, either... though it would be interesting to hear about any objections to the practice.
I tended to find staff screenings to be a bit of a bother. The purpose, at least in my mind, was to verify the technical presentation. With 5 to 15 staff members involved, there was always a scheduling issue... starting either too early or too late... and dealing with their attitudes if there was a reason to stop the film... thereby making the show longer and inconveniencing them. Yes, they just had to deal with it, but it added an element to the job that I'm not sure should have been there in the first place.
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