#customer serviceblr

[briarlovesclara]

Movie Theater Etiquette Preferences (the opinion of one AMC worker*) + explanations!

DONT'S:

Don't come up to a register unless you are called/gestured to: This one is pretty simple! Every concessionist has a different style in which they call you up. I like to verbally say that I can help, as well as waving/raising my hand. Some of my coworkers make eye contact or some other physical indicator. WHY?: There are many reasons that coming up before you are called can cause issues. Sometimes the person behind the counter is not available to help, such as management doing refunds or fixing kitchen orders. The worker may also be clocking off of their shift or going on break. There are also many things we need to be keeping track of, such as stock and popcorn, that require us to step away. The person might not even be a concessionist, and was just helping out for a short while! Finally, it can cause confusion. The other day a customer walked up to a register not in used and then was confused when I called the next person behind them, since I assumed they were being helped by someone who had run to grab something.

Don't be a creep: One of the most straightforward rules, but it's often disregarded. Just because we are working does not mean you are entitled to anything about us, or that we are looking for your attention.

Don't come up to non-line areas: Our AMC has a corner of our concessions counter off to the side behind our drink fridge that you can theoretically access as a customer or a worker. This area is not for customer interaction! If you'd like to get service, no matter how small of an issue, come to the front in the line area and/or get into line. WHY?: When we pass by that corner, we are often busy with another task. Having to stop to refill your popcorn, get you a condiment, etc. can be disruptive to not only our job but often other customer's service. For example, it's tempting to get our attention from off to the side if there is a crowd at concessions and you want a refill. However, we are usually assisting another customer, or calling from the lines. Especially if it's busy, make sure that you're waiting your turn to keep everything fair. You could also be interrupting the job of a non-concessionist, like the food runners, who are just grabbing something. In that case, they have an entire building to service (often alone) and are already extremely busy (and have gloves on, so they don't want to touch dirty things for you!).

Don't let your personal opinions interfere with our interaction: Make sure that your negative opinions stay inside! If you don't like someone's mask/hair/etc, there's no need to comment on it. Odds are, it was chosen for a reason that will not be shaken by a random stranger. WHY?: All this does is add hostility to the worker's day and cause an uncomfortable situation. We are not trying to escalate our interactions (in fact, our theater trained us all in de-escalation), but it's hard to find an appropriate response to a personal attack. If anything we were wearing was against theater policy, it would have been addressed by the management. If it's nothing that you think is against rules, you just don't like, you don't have to comment! Just showing up to work is not inviting your opinion.

Don't blame us for policies/technology: Make sure you understand how little power the everyday crew member has on policy decisions or app/website construction. WHY?: This is more of a personal preference, but oftentimes even jokes leave me feeling like I should apologize for the corporation I have no control over. We don't make rules on IDs, or how our points system works. Understand that we are working under largely the same restraints that you are, and that we are helping as much as we can within that framework.

Don't come up as a group if you're ordering separately: If you are paying for an entire group, feel free to come up together. If you are with your friends and each of you are paying separately, come up when called and stay on your own/with the payment group. WHY?: We have specific pull ratios for our lines. It is unfair for 5 people to be pulled from one line on accident. This also relates to the first DON'T about not coming up when called. Situations may arise where the concessionist was not aware of how many interactions they were signing up for when they called over a group.

Don't panic if your food isn't out to the minute: When you order ahead, your food pops up on our screens 10-15 minutes before your 'scheduled' delivery time. If your delivery is scheduled for 6:00 pm and it is 6:05 pm, don't worry! We are most likely on the way with your order. Similarly, if it was extremely busy when you were ordering at concessions, your food may take 20-25 minutes to be delivered to you. If it is expected to take any longer, the concessionist you ordered from will often mention the new expected wait time. WHY?: You may be missing your movie coming up to see us. If you are alone, we may be delivering the food while you come up, and it will be a few minutes before we try again if you are not there, especially when busy. *If it has been 30 minutes or more, feel free to come up to concessions and ask about your order. Make sure you're asking a concessionist at the counter, as they will be the only ones able to check on your order, and not another employee at box office or ushering.

DO'S:

Do decide who is ordering: Make sure that going into a concessions order you know who will be ordering, or that all of you will order for yourself. WHY?: If you are jumping back and forth between discussing/deciding what to order and actually ordering, it's easy for concessionists to lose track of what you are actually getting and what you are considering. If you have a large group order, consider asking the concessionist to review the order before it proceeds, and don't get upset at any mix-up. Deciding ahead of time that you will either take full responsibility of the order or everyone will order their own items reduces confusion, missed items, and double ordering. I have often had to ping-pong between parents, families, friends, etc who are contradicting each other throughout the entire order.

Do project and speak clearly (and listen!): Make sure your face is physically turned towards the concessionist when you are talking to us. Be close to the counter and feel free to stop the conversation to move back and look at the menu. (Bonus: if you are engaging with the concessionist, make sure you are listening as much as possible! It's not always viable, but try to avoid side conversations with party members, even when you think we aren't talking to you.) WHY?: It is often loud behind concessions, and if you are turned to your party member when you are ordering it can seem like you are just consulting them rather than giving a request. (If I am standing and looking at you, I may be talking to you. This might include vital instructions for your order, or questions you need to answer.)

Do know your seat number if you are ordering food: Unless you are not currently seeing a movie, your food needs to be delivered to your seat (no fee at our location). Make sure that you have your ticket or know your auditorium/seat number before ordering in order to save time.

Do make sure you're in the right line: When you are walking to our lines, look and see whether you are a paid member or not. Please use the appropriate line. WHY?: We have a pull ratio that favors paid members. It is unfair to those who are paying for priority for you to get those benefits for free by going in the paid member line.

Do have your ID if applicable: If you are an A-List member, are seeing an R-rated movie, or are ordering alcohol, you must have a valid ID with your name, picture, and birth date. WHY?: For our A-List membership, this is to protect you from identity fraud or scams, as you are paying monthly and getting free movies. For R-rated movies, make sure all party members are 17+ with valid ID, or have 1+ party member 21 or older with a valid ID that is staying for the movie. This is a potentially job-ending matter for employees, and you will be turned away from getting tickets or coming in. Please refer back to to the DON'T about blaming us for policy-- from our perspective, you seeing one movie is not worth our job. For alcohol, we have to card every single person, no matter how 'obviously over 21' you are. Please refer back to the DON'T about blaming us for policy.

Thank you for reading!

*These are only my opinions and are tailored to an AMC Dine-In audience. These opinions are not an official statement from AMC or my specific location, and are my own.