{"id":3597,"date":"2017-04-28T22:13:42","date_gmt":"2017-04-29T03:13:42","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=3597"},"modified":"2017-04-28T22:13:42","modified_gmt":"2017-04-29T03:13:42","slug":"points-for-recovery","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2017\/04\/28\/points-for-recovery\/","title":{"rendered":"Points for Recovery"},"content":{"rendered":"<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-3599 size-full\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2017\/04\/RU305-e1493435282469.jpg\" alt=\"\" width=\"650\" height=\"433\" srcset=\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2017\/04\/RU305-e1493435282469.jpg 650w, https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2017\/04\/RU305-e1493435282469-300x200.jpg 300w\" sizes=\"(max-width: 650px) 100vw, 650px\" \/><br \/>\nMy wife, Amanda, and I have been seeing a lot of movies at our local theater lately. You may recall that I worked for a movie theater in college <em>(<a href=\"http:\/\/etereman.com\/remanu\/the-best-nacho-salesman\/\" target=\"_blank\" rel=\"noopener noreferrer\">slinging nachos<\/a>, among other things)<\/em>. The theater we go to is owned by the same company. Every time I\u2019m there, I\u2019m usually over analyzing the level of service I\u2019m receiving \u2013 since I once performed the same job. While I could nit-pick if I really wanted to, usually we go home satisfied.<br \/>\nRecently, though, our experience was less than amazing.<br \/>\nHere is what went down:<br \/>\nThe theater has a rewards card, the kind where you get points for buying movie tickets and items at the concessions stand. You can then redeem these points on future purchases.<br \/>\nWe\u2019ve been seeing so many movies lately that Amanda has her timing on when to order her pretzel bites down to a science. She knows right when to place her order so that she\u2019ll be getting back into the theater right as the movie is starting.<br \/>\nThis time, though, Mr. Movie Employee took it upon himself to use her points for the purchase. Amanda explained that she wanted to pay for it and add her points back to use for a later time. A manager attempted to reverse the transaction but was unable to. Because she got caught up trying to get her points back, which she hadn\u2019t asked to be used in the first place, Amanda missed the opening scene.<br \/>\nAs she popped the first pretzel bite in her mouth, she discovered the cheese was cold. Amanda never wants to be \u201cthat customer\u201d that complains, but I talked her into going back because, let\u2019s be real here &#8211; what are pretzel bites <strong>without<\/strong> hot cheese? Amanda went back, waited some more, got hot cheese, and we went on living our life watching <em>Power Rangers<\/em>.<br \/>\nAmanda ended up receiving an automated email from the theater asking how her experience was. She rated it a 6\/10. There was only one question that followed: why were you dissatisfied? So, she openly recapped her experience.<br \/>\nAbout a week later, Amanda got an email from the theater\u2019s Assistant Manager. \u201c<em>Sweet<\/em>,\u201d I thought, super excitedly. \u201c<em>Bring on the free movie tickets.\u201d<\/em><br \/>\nShe read me the email:<\/p>\n<p style=\"text-align: center\"><em>\u201cDear Amanda,<\/em><\/p>\n<p style=\"text-align: center\"><em>Thank you for providing feedback on your experience at the Marcus South Shore Cinema.\u00a0 We value the time you took to provide us with your thoughts.<\/em><\/p>\n<p style=\"text-align: center\"><em>I was alarmed to learn that during your visit you were dissatisfied with the quality of food.\u00a0 At Marcus Theatres, we have very high standards for our food and service.\u00a0 We take the concerns you raised seriously and have addressed them with our team.\u00a0 I apologize for the disappointment and I hope that in the future we will be able to serve you again and provide you with a memorable experience from the beginning to the end.\u00a0 Marcus Theatres strives to provide our guests with an extraordinary experience 100% of the time. Based upon your comments, it is clear that we did not meet your expectations. I apologize on behalf of the organization and our team.<\/em><\/p>\n<p style=\"text-align: center\"><em>We have taken steps to resolve and prevent the concerns from reoccurring in the future.\u00a0 We look forward to serving you in the coming months.\u201d<\/em><\/p>\n<p>Wow. Pretty great message, no?<br \/>\nThere are a couple of lessons that can be learned here. First, you don\u2019t need to give your customer something free to recover from a problem. There may be times where this is the right avenue to take, but it doesn\u2019t have to be every time. Both of us felt better just knowing that concerns were being addressed. Second, ask for feedback &#8211; and take it seriously. The theater would never have known about this situation had they not asked a customer who otherwise wouldn\u2019t have shared it.<br \/>\nWant to change your customer\u2019s entire view on a lackluster service experience? Sometimes keeping them happy can be exactly this simple.<\/p>\n<hr \/>\n<p><em><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-thumbnail wp-image-3062\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2015\/10\/IMG_EPetri-150x150.png\" alt=\"IMG_EPetri\" width=\"150\" height=\"150\" \/><\/em><br \/>\n<em>Do customers always want something free when things don&#8217;t go as planned? Share your thoughts below or\u00a0<\/em><em><em><a href=\"mailto:epetri@etereman.com\">email Eric directly<\/a>.\u00a0<\/em><\/em><br \/>\n<em>photo credit:\u00a9 Syda Productions &#8211; stock.adobe.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>My wife, Amanda, and I have been seeing a lot of movies at our local theater lately. You may recall that I worked for a movie theater in college (slinging nachos, among other things). The theater we go to is owned by the same company. Every time I\u2019m there, I\u2019m usually over analyzing the level [&hellip;]<\/p>\n","protected":false},"author":29,"featured_media":3599,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,12],"tags":[565,568,20,570],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Points for Recovery - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2017\/04\/28\/points-for-recovery\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Points for Recovery - REMANU\" \/>\n<meta property=\"og:description\" content=\"My wife, Amanda, and I have been seeing a lot of movies at our local theater lately. 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