Acting Completely Out Of Line

(I am the cinema manager for a nonprofit theatre. We are tiny (less than 50 seats), and we usually allow guests to congregate in the lounge. However, we have just opened a controversial film that was pulled due to threats right before its release, so we are handling massive demand on the opening weekend. I’m working at the front desk when this happens, about 30 minutes before show-time, and about five to eight minutes before opening the theatre for seating. A customer comes to the desk.)

Customer #1: “Can we go in now?”

Me: “No, I’m sorry. The previous show is still running. We’ll open up the auditorium about 20 to 25 minutes before show-time. In the meantime, you can join the ticket holders line.”

(I gesture outside; it’s winter in south California and a sunny 65 degrees.)

Customer #1: *looking around* “Where is the line?”

Me: “Right outside.”

(I gesture again; our lobby windows are glass, and you can clearly see the line stretching along the sidewalk.)

Customer #1: “It’s outside? I’m not going to wait outside.”

Me: “Well, you are free to wait in the lounge, but we will be seating from the line. If you’d like to wait inside, you can join the end of the line as it goes in.”

Customer #1: “So if I wait inside I’ll lose my place in line? That’s unacceptable. I’m waiting right here.”

Me: “Ma’am, you are free to wait inside, but the line will seat first. We’ve had other guests waiting there for an hour or more.”

(The customer’s husband walks up and offers to wait in the line for them, but she cuts him off.)

Customer #1: “This is ridiculous! It’s the middle of winter! It’s too cold to wait outside!”

Me: “I understand your frustration, and we would absolutely accommodate our patrons in case of severe weather. However, again, many guests have stood outside for a very long time, and it wouldn’t be fair to allow you to skip the line. It looks like we’ll be ready for seating in a few minutes. You won’t be outside long at all.”

Customer #1: “Well, I’m going to wait right here, and I’m going in first.”

Me: “I’m sorry, but if you wait inside, you won’t be allowed into the theatre until we have let the guests in line enter. Again, it’s only a few minutes.”

Customer #1: “You should move the line inside! You know what? I’m going to move the line inside.”

(I watch, stunned, as she steps outside and makes an announcement. The line starts moving through the door. I jump up.)

Me: “I’m so sorry, everyone, but we aren’t quite ready to seat yet. It should be less than five minutes.”

Customer #2: “But SHE told us to move inside!”

Me: “I apologize, but she doesn’t work here. If you guys will be patient for a few more minutes, we are almost ready to seat. It should be less than five minutes. Thanks for your patience.”

(I gave a brief summary to those patient guests waiting for an hour at the front of the line that had come in at her urging, and I guess that it spread, because there were quite a few guests offering sympathies from at least the first part of the queue.)