The customer is always right? Not at the St. Croix Falls cinema

  • Article by: JIM ANDERSON , Star Tribune
  • Updated: February 25, 2010 - 11:16 AM

A moviegoer who had a bad experience e-mailed the theater to complain. What she got back shocked her, and lit up Facebook.

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azrielaFeb. 24, 1011:18 PM

There is never ever any excuse for any person in customer service to react in such a manner. Any customer complaint should be looked at as an opportunity to review, and possibly improve, customer service. Even if the manager didn't intend to even look at the situation, simply saying "Thank you for bringing this to our attention" would have gone a long way to solving this situation instead of escalating it further.

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martabanFeb. 24, 1011:27 PM

Whether the original complaint was valid or not (and it clearly WAS valid), such a response from a VP is outrageously unprofessional and calls into question anything he says. This man should not be allowed to interact with the public again, if not actually lose his job altogether.

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minn12Feb. 24, 1011:36 PM

the story does not tell the reader if the theater staff found and evicted any patrons who did not have tickets for that show. What sometimes happens is kids who paid for a prior show try to sneak into a later different show for free. The staff knows how many tickets were sold, and if a head count differs, then they know people snuck in. The theater should have re-started the movie for the paying customers or offered immediate refunds if anyone was bothered by the interuption.

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waterbearerFeb. 24, 1011:52 PM

LLC companies can be dangerous to deal with because they know that a lawsuit against them will cost more than it is worth to the offended party. I am glad to hear that these people got smart!

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mcdonmFeb. 25, 1012:04 AM

He used to coach our Tri City Men's Amateur team. Looks like he still thinks he's working the umpires.

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wadepetFeb. 25, 1012:50 AM

i assume the local and non-local media will hound the company until mr payne "resigns" then everyone can feel better and equilibrium can be restored

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james03Feb. 25, 1012:51 AM

or if its a family business, they lock him in the basement for 20 yrs!

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mcdonmFeb. 25, 1012:54 AM

Steve shouldn't have blown up like that, but her email wasn't a good way to complain either. http://blogs.citypages.com/blotter/2010/02/sarah_kohl-leaf.php

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fitzptjFeb. 25, 1012:57 AM

release the hounds!!

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scotchpoolFeb. 25, 10 1:23 AM

PUBLIC SERVICE ANNOUNCEMENT: Dont respond to customer complaints via email if you are drunk.

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