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This topic comprises 3 pages: 1 2 3
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Author
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Topic: Customers miffed - had to wait for box office to open
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Mike Croaro
Master Film Handler
Posts: 394
From: Millbrae, CA
Registered: Apr 2005
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posted 10-07-2012 08:22 PM
Went to the single screen Century 21 in San Jose, CA today for the first showing of the day of "Taken 2". Show is at 12:30 PM. They typically open the box office 15 minutes before showtime, unless they are going to get a big crowd, then they open a little earlier. I am in line with a friend. There are a few other older people patiently waiting.
So at 12:05, a young girl (18-20) walks up to the box office and is in dismay that it has not opened. She makes comments out loud, more or less saying how wrong this is. I mentioned to her that the box office would open shortly. She leaves.
A girl (18-22) and a boy (12-14) come up at about 12:08. The boy starts wining to the girl (likley his sister) that the box office isn't open. He seems iriated about this. He suggests they go accross the street and see the same movie at the Cinearts. The sister says no. Then he's complaining about poor quality service and it just isn't right that the box office isn't open.
The first girl returns with her mother (presumably) around 12:10. She starts complaining again that she can't understand why the theatre isn't open when it's supposed to be showing movies. Both leave at the girls insistance.
Three guys(30-35) come up. Two immediatly start complaining that the theatre isn't open yet. The third mentiones to his friends that the box office opens 15 minutes before the first show. One of the men complains that the theatre is cheap and should open an hour before showtime as it would only cost them $8.00 in payroll.
Moments later, the box office person comes out of the office, into the box office, and starts selling tickets.
These people (especially the younger ones) seemed offended that they had to "wait" for the box office to open. They seemed, by their comments, to believe that they had suffered a huge injustice.
What do you make of this. It seems to me, to be a result of the younger generation wanting immediate satisfaction. Perhaps I'm wrong, but I don't think so.
I had no problem waiting. Neither did the other 6-8 people.
Mike
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Randy Stankey
Film God
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Posts: 6539
From: Erie, Pennsylvania
Registered: Jun 99
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posted 10-07-2012 09:54 PM
The official opening for the Tom Ridge Center is 10:45 a.m. for the 11:00 a.m. movie but I usually arrive before 10:30 a.m. and have the register open shortly thereafter. I'm usually open by 10:35 a.m.
I occasionally have customers waiting. Sometimes it's a school group with 20 or more kids. I have never had anybody complain, even on the off day when I don't get in until quarter till.
In the time between opening the register and the movie start time, I get the house ready, power up the machine and prep the concession stand. I have never had anybody act impatient. Most of the time they are happy to stand by and wait while I make the popcorn. The kids always love to watch it pop and the adults are always happy to be getting their popcorn hot, right out of the popper. I have fun playing it up to them, as well.
I have to admit that this is a special case. I'm a one-sreener and I run the whole place practically by myself. Most people are amazed and amused that I run the whole kit and kaboodle, single handed. Again, to you and me, this is no big deal but it usually pays to play it up to the customers a little.
I think the key is talking to your customers. If I came in, went straight up to the booth, didn't talk to people and didn't open the house until it was time for the show I'm sure I'd have a lot of pissed off customers.
No matter if you are running a single screen, special venue or a googolplex, communication is what it's all about. It sounds like that's what was lacking at the theater Mike is talking about.
I don't think actual opening time matters that much. It all depends on the business and what kind of traffic the theater gets but six pissed off customers walking away for lack of a sign, a newspaper/website ad or just somebody standing by to greet customers until the box opens is inexcusable.
That theater Mike is talking about just flushed $50-$60 dollars down the toilet because they couldn't communicate with their paying customers. Shame!
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Monte L Fullmer
Film God
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Posts: 8367
From: Nampa, Idaho, USA
Registered: Nov 2004
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posted 10-07-2012 11:27 PM
As you noticed, that the category of age determined this "being miffed" group of people.
Outside of the ones that were in their '20's, the high school kids haven't learned logic, patience and understanding yet.
Or, being so used in the ' massive instant service', of: smartphones (including the maniac purchases of the iFone 5 - like an addiction so massively horrible-more horrible than all of the drug addicts), internet, McDonalds and similar, that they simply are out of touch of knowing the attributes of 'growing up'.
When, I used to open as mgr, I would post a signage on the door of when doors would unlock for business. This kept the impatient at bay real well.
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Barry Floyd
Phenomenal Film Handler
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Posts: 1079
From: Lebanon, Tennessee, USA
Registered: Mar 2000
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posted 10-08-2012 11:02 AM
At my drive-in, we open 1 1/2 - 2 hours prior to the first show of the night. Since we are in essence a "fast food restaurant that happens to show movies in the parking lot", it's our goal to get folks in, get them parked, get them fed, and then back out to the lot to get settled in to watch the shows.
Inevitably, 1/3 of the nights crowds typically trickle in during the first hour to hour and 15 minutes. The other 2/3rd's show up 15-30 minutes before showtime, complain about "all the good parking spots are taken", "the lines are long in the concessions area", "we ought to be given our food for free for having to wait in line", "they really need to delay the start time of the movie until we get our food", etc. Totally impatient, usually rude, and typically 18-35 years in age.
The folks who show up early do get the good spots, never have to wait in line for food, and never miss any of the show.
What gets me the most is when folks think they are automatically entitled to something for free because of their lack of forethought and planning.
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