Customer care among theater employees?- Page 2

[george95]

Posted: 12/9/08 at 1:42pm

The last time I saw Phantom, I was so excited when we got to the seats that I dropped and did some pushups in the aisle, (yeah I'm weird so what) and the usher put up his hands and gave me this fearful look and then walked away. Also, at the same theater when I forgot two of the eight tickets in my order, the box office people just printed up two more and we were on our way. I thought I was going to have to pick one of my kids to go and wait outside with me. And another time, I was ordering tickets, and I said "not this Wednesday, but next Wednesday" and she said the date and I agreed, and then when I was halfway through Times Square, I saw that she had give me tix for this Wendnesday, not next, and I ran back to the theater, and even though there are signs everywhere saying to check tickets before you leave, no exchanges, she let me change them for the proper date---it was her mistake after all.

[TIGGOSAURUS]

Posted: 12/9/08 at 2:29pm

Okayfine - whatever (sorry, couldn't resist)

If you're not interested in revisiting this particular discussion please feel free not to post in this particular thread! I was just relating some of my recent experiences because I've been surprised at some of the rude behaviour I've encountered lately. Don't ask me why that Box Office guy threw my money in a trash can. Maybe he's just a complete asshat? His colleague looked as shocked as I did when it happened.

As I've already said, I approach theatre staff with respect and have no problem with the vast majority. Patash made a good point about disarming any potential surliness with a big smile and a cheery 'good evening' - I may try that in future. I wouldn't necessarily like to deal with some of the folks they must have to put up with on a regular basis. But I work in customer service myself and I don't think it's appropriate for employees to vent their frustrations in or at the public. If they can't do the basics of the job with courtesy then they should do something else.

And talking audibly through a performance in full earshot of paying customers?? I complained to the usher herself after several pointed glances in her direction failed to register with her. FWIW, I very rarely complain and never single out particular individuals unless they've been incredibly insulting or obnoxious. In theatres I've just reported what the problem has been, esp if it's hampered my enjoyment, and trust that the management will address the issue as they see fit.

Updated On: 12/9/08 at 02:29 PM

[Anna_Elizabeth]

Posted: 12/9/08 at 3:55pm

For me, I never expect front of house staff to be rude, so when I encounter it, I'm surprised. I don't think it matters whether you're a tourist or not. But I do agree that the ushers are different from what you would find in SF, LA, etc. As an ex-house manager I also reminded my volunteer ushers to be courteous and if there was a major problem to come get me. And always to have fun. We hardly had any problems.

Last month I was at the Marquis box office buying a ticket for a future performance. When it was my turn the staff asked me to wait as he was just given the okay to release a few seats on hold. So, I waited, and he ended up giving me a great seat 3rd row orchestra center. Of course, being the person I am I asked if that was too close, knowing full well that I was probably lucky to even get that one seat since the show was selling well. But I figured it didn't hurt to ask. The staff gave me a look and basically said if I didn't want it there would be people who did, which is when I said I'm probably lucky to get even that and I took it. The staff was also listening to something someone was saying next to him as well, but after he took my credit card he came back and said he wasn't trying to be snarky and went into an explanation about the row and seat. I actually didn't think he was being rude at all, just honest,and thanked him for letting me know. So, customer care can be subjective, but being pleasant is not.

[Lynnespock2]

Posted: 12/9/08 at 7:36pm

I don't think it is just theater employees, it's a general malaise with service people with some exceptions.

Common courtesy isn't so common, but more common than sense.