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Why am I surprised at EXCELLENT Customer Service?

By
Real Estate Broker/Owner with Crown Key Realty, Inc; Tracy & Mountain House Sales and Property Management 01490605

Why am I surprised at EXCELLENT Customer Service?  AMC Theaters, Manteca CA

Every once in a while people surprise me, today was one of those days.

I took my daughter to see Diary of a Whimpy Kid at the AMC Theater in Manteca.  We get to the theater, I go to the self service tickets, process the payment and the tickets print out BLANK!  Not a thing printed on the ticket. hmmmm

I speak to the manager standing there, he tries to fix machine, walks over and tells the ticket taker to "Let them in, they don't need to wait while I fix the machine."

Off we go, get all settled in our seats, the preview are a little strange for a kids movie, "Sabrina, Fast and Furious 5, Thor" hmmm. well my daughter is 14 so I don't think much of it.  The movie starts, there is silver door, a person banging from the inside, saying "Let me out, let me out".  Then you see a man fall to the floor, shot., all the while the narrater is talking and a man is standing on a window sill......  This does NOT seem to be right movie, my daughter says, "Mom this is Limitless".  Oh great. 

By this time I am one of several patrons who has gone to the front to ask them to change the movie.  The screen goes black, we sit in darkness for 5 minutes.  The soundtrack of the movie starts, and VOILA no picture.  We watch LISTEN to the movie for a good 5 minutes.

Finally the movie starts picture and all.  Imagine my surprise when as everyone is exiting the Supervisor is standing at the doorway.  He's stopping people and saying, "We are terribly sorry for the trouble with our movie this afternoon, how many people in your party?"  At which point he gives you a PASS for every person in your group.

Not only was this EXCELLENT customer service it was SMART customer service.  Thank you AMC Theaters in Manteca.  I'll be back it's only a quick 12 minute drive from Tracy, CA.

Comments (6)

John Michailidis
Real Property Management of Sarasota & Manatee - Sarasota, FL
Real Property Management of Sarasota & M

A very interesting experience indeed. The manager was smart enough to make lemonade.

Apr 25, 2011 05:23 PM
Jon Quist
REALTY EXECUTIVES ARIZONA TERRITORY - Tucson, AZ
Tucson's BUYERS ONLY Realtor since 1996

You are surprised because, sadly, most "service" industries are anything but.

True story. I used to work in management at a large mass merchandise store. We were always looking for answers to improve customer service with our associates.

We did an anonymous survey so we could get straight answers.

Here's one of the comments. Verbatim. "This would be a great place to work if the customers would stop bothering us".

I kid you not!

Apr 25, 2011 05:26 PM
Susan Goulding
Crown Key Realty, Inc; Tracy & Mountain House Sales and Property Management - Tracy, CA
Northern CA - Tracy & Mountain House Real Estate

Lemonade- yep - I'll go back again.

Jon - yes I should not be surpirsed.  However, Customer service seems to have gone to the wayside for most companies.

 

Apr 25, 2011 05:58 PM
Christina ONeal
At Home Real Estate Group - Ripon, CA
Realtor - Ripon California

I love great customer service!!!! Awesome :)

Apr 27, 2011 05:53 AM
Todd Clark - Retired
eXp Realty LLC - Tigard, OR
Principle Broker Oregon

He did what was right and because of that he was rewarded with a well deserved post and your future business.

Apr 28, 2011 07:39 PM
Susan Goulding
Crown Key Realty, Inc; Tracy & Mountain House Sales and Property Management - Tracy, CA
Northern CA - Tracy & Mountain House Real Estate

Christina - yes I like great customer Service - I should be surpirsed

Todd-  you're correct. my future buinsess and my teenage daughters, who was equally impressed.

 

Apr 28, 2011 09:25 PM