A Lesson In Customer Service

By /
(this article first appeared as a Google+ post on 9th June, 2013)

Last night +Liz Riversdale  and I had a movie date night planned. We'd bought our tickets for "The Great Gatsby" at our local cinema, The Roxy here in Miramar (Wellington, NZ).

I'd let the world know we were sans kids and on our way via all the social networks and, on arrival at their bar, was surprised to be asked if I was Mike Riversdale. "Yes I am", and it transpires I was talking with the Roxy's fantastic Facebook wizard and her partner.

They were ostensibly there to take pictures of those glammed up who would when they go forward to win tickets to The Roxy's grand ball next week. Despite a previous Facebook message Liz and I were never in the running as we were not glamourous by anyone's standards :-)

In we went to watch the film with a packed session filling all around us.

And then out of the gloom and just as the "coming soon"s came to an end someone approached us with the same seat number (middle of row B, there is a reason why we sit there :-) On returning they asked us if we could check our ticket dates.

Oh! We had incorrectly been sold a ticket for another day.

We were being evicted, LOL

Back to the bar, smiles all round as Liz joined the couple again with her wine and I went downstairs to sort it out.

In a nutshell they:
- apologised
- try to get us a seat but only 1 left
- expressed how embarrassing it could have been for us
- gave us a voucher for any 3D film we like
- never made it our problem
- never blamed the system
- never blamed other staff, particularly the person that incorrectly popped the wrong date in
- never blamed external of circumstances ("so busy" etc)

They were the perfect hosts, and I mean all of those that tried to remedy the situation and ensure Liz and I were satisfied patrons.

Thank you.

I will forever hold up that experience to others as the way to resolve issues. Because, hey, we're all human and mistakes happen.

And finally, if you're thinking the Great Gatsby Ball looks fun but expensive, we now know what you get for the money (and who will be your MC for the night) and we are absolutely gutted we're otherwise booked ... maybe we could squeeze in a few hours, no, no, we're booked. Grrr.

Go!

5 Park Road, Miramar, Wellington 6022, New Zealand

Comments

Post a Comment

Be kind

Popular articles

Make Your Public Event Calendar Usable To All

Image
If you run a sports club, this post is for you. If you are on a community committee, this post is also for you If you host events, this is for you. If you put on shows, this is for you. In fact, if you do anything that has a date/time component that you'd like to share with people, this is for you . Yep, probably for all of us. Sharing calendars can be both: an effective way of letting everyone know a complete and utter technical pain in the bottomly region If you've posted up an events page onto your website you know how difficult it is to keep up to date, how the readers have to keep coming back to get the latest changes and don't even think about integrating with somebody else's "events page". Ok, so we all know the problem. What's the solution? iCalendar (normally shortened to iCal) ... yep, it's a geek word that you will come to know and love just as much as RSS. In fact, think of it as RSS for calendars. But that's enough geekery, if you want

The Difference Between One Million And One Billion

Image
It's feels like a billion is just a bit bigger than a million. Obviously it's bigger but it fits on the same scale as a million, surely. It doesn't. A billion is so so so much bigger than a million. I've trawled the internet finding graphics and videos that show the VAST difference between one million and one billion. Oh, and just to finish with a different misconception about space starting with the classic opening line from the great Douglas Adams and The Hitchhiker's Guide To The Galaxy : “Space is big. You just won't believe how vastly, hugely, mind-bogglingly big it is. I mean, you may think it's a long way down the road to the chemist's, but that's just peanuts to space.”

[Updated] Pubs of 2024 Monmouth

Image
"Back in the day", yada yada yada, yes we all know there were more pubs than people, there was a pub every two houses, the largest number of pubs per square mile than anywhere in the known universe, there was a pub named after each and every one of us, and yet, YET we only ever went to same one every time. Monmouth has changed, it now only has 10 pubs.  "Ten! Ten? It used to be ten pubs just in the top of town. There were ten pubs I'd walk past to get to my local." Yes, yes ... times change, we now have 10 pubs in Monmouth . Oh, and the Mayhill but that seems to be more a ghost pub, it can be seen but only in the dark and no-one will believe if you say you went in. Monmouth, a town in Wales (YES, it is in Wales ), a town that has a population of around 10,317 (as at 2021). A town who's 1980's population was, well, I don't know, despite a century of censuses being taken, it's impossible to find (1991: 8,206 | 2001: 8,877 | 2011: 10,508 | 2021: 1

Reflections In Blue

Image
Of course "Reflections In Blue" Is a jazz album. Art Blakey and his Messengers Would love you to hear it. Coooool.

Mates

Image
Mates, I assume, chatting on the Petone foreshore.