The blog tells a little story about a small movie theatre in Austin, Texas called The Alamo Drafthouse. Apparently, it's one of the minority of businesses who have morals and rules that they actually reinforce. Instead of a friendly cartoonish reminder to turn your cell phones off like most theatres, they warn movie viewers to not talk or text on their cell phones or their "asses" will be kicked out. The Church of the Customer Blog posted a pretty funny video in this blog of the what the Alamo Drafthouse now plays as a warning to their customers.
I like that they seem unconventional and support the idea that "standing up for your principles and your best customers, at the expense of bad ones, is a smart loyalty strategy." I actually couldn't agree more. I feel like a lot of companies promote the saying, "the customer's always right," when we all know that the customer is almost always wrong. Why not call them out on their bullshit?
i liked this videos a lot-thanks for sharing. i never really thought about a 'customers not always right policy' because like you said, everyone promotes the ideal that the costumer is always right.... if i ever have/own a company i will consider adding that policy. i never have worked retail although (i really want to), just for the experience..
ReplyDeletei think that a company who stands by their ideals is wonderful, and in the end i feel like this will give them more loyal customers.
Thanks for posting!
lovas,
anna*
That is a cool video and a cool company! I even get annoyed when my own Mother texts in a movie. The theatre is dark and the light from a cellphone can be very distracting. I agree with Anna that a company that stands by their rules will give them more loyal customers. Kicking someone out because they broke a company rule proves to consumers that all consumers are treated the same and that there are no "exceptional consumers".
ReplyDeleteI worked at a movie theater when I was in high school and I really wish it had been as awesome as that place. My manager believed the customer could do no wrong. While I sometimes have a little bit of faith in the human race, I tend to be a major realist and side with Adrienne when she said the customer is wrong a lot of the time. I think they definitely made an example out of this customer. This is definitely a company that I would want to work for.
ReplyDeleteI think this is awesome! I have worked in retail for almost 10 years and there has been many instances where I would have loved to call customers out! I hope more companies adopt these policies.
ReplyDeleteI agree with Tabitha. I have worked with customers in every job I have ever had and I'm sorry but sometimes customers are just plain wrong. And unfortunately, the customers are, in the end, the ones that are paying our paychecks meaning that we are usually unable to tell them this. I like that this company is looking out for the majority of their customers by telling a few off. While there may be a few upset customers like the lady from the voicemail, the other customers will take it as a sign of the company's dedication to making their dedicated customers happy. On the other hand you also have to consider that bad news travels way faster than good news. This angry customer will probably tell way more people her experience than the usual happy customer. So as usual, there are two sides to the issue. It all depends on the company's values and expectations how their are going to react in such situations. I admire how Alamo's Drafthouse Theather is standing by its values and "no texting" policy.
ReplyDeleteWow!!! I really do admire how Alamo Drafthouse Cinemas was able to identify a niche within the theatre market. I can remember countless times when I have gone to the movies and their were people talking obnoxiously loud, texting, and etc. If there were any other theatres within the Raleigh market that supported this same kind of policy I would definetly venture there. As a paying customer for every movie that I watch, I want to be able to do so without the unnecessary distractions. Especially considering when the price of a movie ticket today is $10.00-$15.00 depending upon whether it is a 3D, or IMAX movie. Although utilizing Alamo's approach will only appeal to a mature target market (unlike that of the market of traditional theatres) their marketing strategy will definetly gain consumer loyalty and commitment.
ReplyDeleteI really enjoyed this a lot! I have never worked in retail, but I can only imagine how some customers can act. I cannot stand going into the movies and seeing a cell phone light out of the corner of my eye. It is so distracting. I like that the Alamo Drafthouse Theater sticks to their rules because that makes sure that all the customers get treated equally and nobody can complain that they got a "better deal" after complaining most likely about something stupid. I like Bianca's statement about this theater's approach will appeal to an older target market, but many of older people do not go to the movies because of simple distractions after paying to see a movie. The fact about the voicemail and the upset customer is the bad news will travel faster, but in the long run there will be happier customers and possibly more business because the customer will know it will be more enjoyable compared to a traditional theater.
ReplyDeleteI enjoyed this blog. I admire the owner of the Alamo Draft House for standing up for his rules. I also admire his guts for posting the voicemail on the internet with a rebuttal.
ReplyDeleteSadly in today's society, so many companies worry more about the legal and bad publicity consequences that they give into the customer because it's just easier.
The sad part is we did not get the entire story. The customer talks about not getting her money refunded. Was she kicked out early on or further into the movie? I think that needs to be addressed. If she was kicked out early on, she deserved a refund.
As a previous retail employee, I think it's admirable that a company sticks up for itself and doesn't always consider the customer right. However, as a customer who has been on the wrong end of the "company policy," I believe there are things that can be done to appease a customer so they don't give bad press. FYI, I was due a refund from a retail store that accepted my return a day before they would issue a refund because I paid by check. I had to ask for manager approval for a monetary refund one day early. As a previous retail employee, I understand the hierarchy, but as a customer I do get little irked when I have to ask for a manager. Sadly, there really is no win-win situation here.
I loved this video! I think it is great that the theater inforced their rules and didn't let the customer get away with breaking them. I have worked several retail jobs and couldn't agree with you more when you say the customer is wrong a lot of the time.
ReplyDeleteThis video was awesome! I wish more companies would do this. I don't customers realize how hard it is to deal with them and solve their problems when they choose to be rude or use their phone at the same time they're asking for help. When I worked in at Lowe's last summer it was very difficult for me to want to help someone who was going out of their way to be obnoxious. I always gave my nice customers the better treatment and mixed their paint first.
ReplyDeleteI absolutely loved this article and video. i have worked in retail in a clothing store and in a restaurant. I have had people scream at me, throw things at me, and curse the whole place; basically they completely showed their ass in public which i completely don't understand. if only more people would do this it would make me smile
ReplyDeleteThis was hilarious. I definitely agree with their policy. I cannot stand when someone is talking on their phone during the movie. If the phone call is that important then you can politely get up and take the call outside of the theater. Besides, while your talking your not paying attention to the movie anyway. There are certain people that feel that rules do not apply to them and its about time a company put someone in their place.
ReplyDeleteSuch a unique approach on customer service....i LOVE it! There have been so many jobs and so many times i've wanted to straight up tell a customer that they are WRONG, and unless i wanted to be fired...that wasnt an option! I honestly wish more businesses were straight forward like this and stood behind their rules, rather than just letting it go.
ReplyDeletePersonally, i've been to way too many theaters where people have their cell phones on texting, yelling weird things during certain parts of the movie, or talking to their friend the ENTIRE movie. I'm glad that Alamo Drafthouse kicks people like that out, because if they are going to be obnoxious and disturb everyone else who paid to see the movie, it would be in their best interest to watch the movie when it comes out on DVD.
Thank you for finding this video!