IME/ShowTime Preview Guide - Page 72

Improving Customer Service in Theatres

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Every day millions of people around the nation visit their local movie theatre . In 2015 over a billion people made their way into their nearest cinema to gather with friends and family to enjoy some of the finest entertainment the world has ever seen . Over this wide range of attendance and immeasurable diversity in audience , they all share a common factor . They all had interactions with theatre employees , fellow members of their community and groups of staff with which they ’ ve built relationships and rapport . At an establishment where the employees at concessions are the first and last faces they see , customer service is everything .

For these one billion attendees the key to pushing their experience from average to extraordinary can be as simple as a few steps . If they ’ re a regular attendee at the theatre greeting them by name will solidify to them and their guests that they are valued there . For those few minutes that they ’ re at your register they feel as thought they ’ ve garnered your respect simply by walking through the door . If you ’ re unfamiliar with them right away , use your resources ! Our theatre has a wonderful rewards program where the patrons name is available on screen as soon as your run their card . Greet them by name and let them know you ’ re excited to have them there .
Modern theaters as we know them are product stemming from the golden age of dinner theatre . With many theaters reaching back to this age providing gourmet and local concessions at the customers request as they enjoy their films , even theaters that don ’ t have a full service kitchen or menu can still provide that hand delivered concession experience to customers . If a patron is ordering a hot item , allow them to take their seat and offer to bring it in to them . It ’ s such a simple gesture that undoubtedly improves customer experience and allows your theatre to compete with larger full service theaters .
Finally having a staff member greet members
70 • ShowTime Preview Guide – Spring 2017