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Topic: Frustrated, and angry customers

Sean McKinnon
Phenomenal Film Handler

Posts: 1712
From: Peabody Massachusetts
Registered: Sep 2000

posted 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

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Paul G. Thompson
The Weenie Man

Posts: 4718
From: Mount Vernon WA USA
Registered: Nov 2000

posted 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.

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Randy Stankey
Film God

Posts: 6539
From: Erie, Pennsylvania
Registered: Jun 99

posted 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.

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Paul G. Thompson
The Weenie Man

Posts: 4718
From: Mount Vernon WA USA
Registered: Nov 2000

posted 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

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Jim Ziegler
Jedi Master Film Handler

Posts: 753
From: West Hollywood, CA
Registered: Jul 99

posted 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...

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Paul G. Thompson
The Weenie Man

Posts: 4718
From: Mount Vernon WA USA
Registered: Nov 2000

posted 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

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Charles Everett
Phenomenal Film Handler

Posts: 1470
From: New Jersey
Registered: May 2001

posted 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.

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Steve Scott
Phenomenal Film Handler

Posts: 1300
From: Minneapolis, MN
Registered: Sep 2000

posted 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.

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Sean McKinnon
Phenomenal Film Handler

Posts: 1712
From: Peabody Massachusetts
Registered: Sep 2000

posted 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.

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Randy Stankey
Film God

Posts: 6539
From: Erie, Pennsylvania
Registered: Jun 99

posted 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.

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Rachel Carter
Expert Film Handler

Posts: 248
From: Gloucester, Massachusetts, USA
Registered: Dec 2000

posted 09-18-2001 01:48 AM

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

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Paul G. Thompson
The Weenie Man

Posts: 4718
From: Mount Vernon WA USA
Registered: Nov 2000

posted 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.

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Randy Stankey
Film God

Posts: 6539
From: Erie, Pennsylvania
Registered: Jun 99

posted 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.

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Don Sneed
Master Film Handler

Posts: 451
From: Texas City, TX, USA
Registered: Aug 2001

posted 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).

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Randy Stankey
Film God

Posts: 6539
From: Erie, Pennsylvania
Registered: Jun 99

posted 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.

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