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Customer Service at its best.

I went to see Hellboy II this evening and while waiting in line for concessions I overheard an amazing conversation with the group in front of me. The group, an old grandfather, his wife, and two grandkids were going to see Kit Kittredge: An American Girl. The grandfather had ordered a 15 dollar family combo. A large popcorn, 2 large drinks, a kids popcorn and two "Kids" drinks. The grandfather blanched when he saw the Large Drinks. A huge 64 oz affair. Compared to the kids drinks, they looked cyclopean! The grandfather asked why he had gotten such gigantic drinks, and the boy behind the counter explained just what was involved with the order. Upon hearing, the grandfather inquired if he could have a smaller drink more in line what his grandchildren were drinking.

Amazed, the boy behind the counter said....

I'll have to charge you for the cup.


( 19 comments — Leave a comment )
Jul. 12th, 2008 01:17 am (UTC)
I always take the side of the guy behind the counter...
Well yeah.
In inventory, the soda is estimated, but they count the cups.

Jul. 12th, 2008 02:24 am (UTC)
Re: I always take the side of the guy behind the counter...
Perhaps.. but he didn't want the LARGE cups.. surely this situation is explainable in some way that doesn't require the man to pay and then pay again
Jul. 12th, 2008 03:07 am (UTC)
Re: I always take the side of the guy behind the counter...
Unless they are total dicks, they weren't going to charge him drink price, more like 15 cents.

Some places have free tiny cups for water, but many do not.

Keep in mind that theatres don't make money showing films, all the profit is in the concessions.
Jul. 12th, 2008 11:14 am (UTC)
Re: I always take the side of the guy behind the counter...
Yeah, I remember from when Guy worked at the Star Theater. The problem I guess is that the inventory situation makes it anti-consumer. They already don't have a SMALL combo.. So I don't get the cool combo price I have to order a small coke (which is still a HUGE coke) and small popcorn. So in effect the situation is "I will pay you for the huge product, if only you will give me the huge product in the smaller package". It becomes "I will pay you for the huge product, but you will give me the huge product in the smaller package and you will charge me again for the smaller product". So the theater wins twice.
Jul. 12th, 2008 04:39 pm (UTC)
Re: I always take the side of the guy behind the counter...
I certainly see that point. I was just saying that it's not the fault of the guy behind the counter...even if he is the one who takes all the shit for it.

Following someone else's rules for customer service can be a fucking drag, especially since the people who make those rules rarely come in contact with their customer base.
Jul. 12th, 2008 02:50 am (UTC)
yeah...Ive had to say similar to customers. It sucks - but the inventory process is ridiculous. Clearly.
Jul. 12th, 2008 05:36 am (UTC)
speaking, and thinking, like a theatre manager (which i am btw) i read your post and said "so?"
then i figure you think it is bad to charge him for the cup?
i dunno. i have been doing this for 16 years. what is wrong with this situation?

Jul. 12th, 2008 11:06 am (UTC)
Well, in my opinion if you pay 15 dollars for a huge family affair and then want your coke in a smaller cup, it seems a bit crazy to charge him again for a SMALLER CUP. Like he already bought the beverage he just wanted it in a smaller cup. I appreciate that the cup is the inventory item on the theaters side, but its not the product on the customers side.
Jul. 13th, 2008 04:07 am (UTC)
an easy way to understand this from our side is if you bought a toy that requires a battery and they just give you the batteries because you ask for them.

in some circumstances i, as the manager, will give a customer a free item depending on if i feel they deserve it and what the circumstances and items are. good customer service is important to me. but you cna't just give things that require payment to everyone simply because they order something inappropriate. we should not have to be responsible for a customer's inability to order.
Jul. 13th, 2008 02:06 pm (UTC)
And I would accept the "Customers inability order" problem if that indeed was what was going on except that they shove combos right down your "would you like a combo" throat. So here is "a give me a family combo" vs. "I'd like two small drinks one large popcorn, two kids drinks, and two kids popcorns please"
Jul. 14th, 2008 03:32 am (UTC)
that last order would run you a small fortune compared to the combo
Jul. 13th, 2008 04:14 am (UTC)
another thing, since i just read the other comments.

every theatre designs its menu to give the absolute best value by volume and price in their combos. it is foolish to not get the combo if you are getting more than one item.
every other individual item price is their to screw you. especially the small.

our cmbo, a large drink large popcorn and any candy is $3 cheaper than buying all those items indiviually.

and everyone knows theatre prices are crazy high. that is where we make our money. we certainly don't make it on ticket revenue. every theatre is dsigned for one thing: to sell you popcorn. we provide entertainment to lure you in to buy popcorn. very simple. no one covers it up.

this is not poor customer service. the concessionaire, in helping the customer, would prvide information ad lead the customer towards the best deal because that kid knows that he is saving them money.

most theatres also offer a free courtesy cup. did your customer ask for such a thing?
Jul. 13th, 2008 02:20 pm (UTC)
Sir, if the customer had been offered the courtesy cup, this entire post would have been moot. He was not offered a COURTESY cup.. He, after having a beverage WAY TOO LARGE for his tastes, and wishing only to transport that sweet sweet liquid to a smaller cup, he was offered to BUY A SMALLER CUP. That was the entire point of all of this.
Jul. 14th, 2008 03:33 am (UTC)
well then

bad customer service.

complain about their manager to thier corporate and get things fixed
Jul. 12th, 2008 05:47 am (UTC)
Yeah, you've got to do that. It'll fuck with the inventory at the end of the night if you don't.
Jul. 12th, 2008 11:15 am (UTC)
Well as long as the INVENTORY is deciding customer service, its okay then. ;)
Jul. 13th, 2008 04:54 am (UTC)
You know, inventory be damned, that's just fucking stupid. If they had courtesy cups, the guy behind the counter should have asked him if he wanted one of those instead of having to pay for another cup. If not, isn't there some room for discretion as to the handing out of free cups? Did the guy have to buy $50 or more before he warranted a free paper cup? What happens if the guy behind the counter drops a cup and they have to throw it out? OH NOOOEES THE INVENTORIES!!!11!!1
Jul. 14th, 2008 12:13 am (UTC)
I don't think the man's request was so overboard that he should have been charged. Being concerned about the inventory of a 15 cent cup is ridiculous micro management.
Jul. 14th, 2008 03:34 am (UTC)
you would be shocked at how closely we have to watch inventory. i can get fired if it is off a hair.
( 19 comments — Leave a comment )