When Reward Points Aren’t So Rewarding  

, , , | Right | September 30, 2019

(I work at a theater, where we have reward points for anyone who wants to sign up. After racking up a certain amount of points, guests can get stuff like free popcorn, free drinks, free movie tickets, etc. However, if a guest wants a free popcorn or drink, they have to do it through guest service, the box office, or on our app; we cannot do it up at concessions as we do not have the program for it on our computers. I have just finished ringing a guest up, which took a little longer than normal because he had trouble paying with his card, when I get to this lovely gentleman next in line:)

Customer: “Can you tell me what I can get with these points? I want to get something.” *hands me his ticket*

Me: “Sure, however, unfortunately, I cannot pick an item for you here at concessions. You would have to either do it up at guest service, which is over there—” *about to talk about the app*

Customer: *with an attitude* “You mean, I have to get out of this line, walk all the way over to that line, and then come back in this line?!”

(It’s a matinee, there is no line at guest service nor is there any line at concessions. He is just unlucky he was behind someone who took a little longer. And although I am about to talk about the app, his attitude just makes me immediately get the manager.)

Me: “Okay, can I have your card or number so I can look up how many points you have?”

Customer: “It says it right there! That’s why I gave you the ticket!”

(True, but I have to put his card in the system anyway. I just brush the comment off.)

Me: “Okay, you have enough for a free popcorn—” *about to say “or a free drink”*

Customer: “Okay.”

Me: “Okay?” *about to hit popcorn on my screen*

Customer: *with an attitude* “NO! I don’t want popcorn; I hate popcorn. I just wanted to know what I could get! I’ll have a hot dog and a medium soda.”

(I go into the back to tell the manager that he can get a free drink. Thirty seconds later, she forgets what he wants again, and to clarify, she asks him:)

Manager: “So, you wanted a free small popcorn and a free small drink?”

Customer: “NO! I DON’T KNOW WHAT SHE TOLD YOU! I HATE POPCORN! I THINK IT TASTES NASTY! I said I wanted a hot dog and a medium soda!”

Manager: *taken aback* “Okay, sir, so you can still get the free small soda and you can—”

Customer: “BUT I WANT A MEDIUM! I DON’T NEED A SMALL SODA!”

Manager: “Sir—”

Customer: “Just cancel that free small drink!”

Manager: “Sir—”

Customer: “I’m going to be late for my movie!”

Manager:Sir. You can still get the medium, you’ll only be charged for the upgrade instead of full price. So, the medium will only cost you fifty cents.”

Customer: “Okay, then! We can do that.”

Manager: “All right, just give her your card or your phone number, so we can put it in the system.”

Me: *internally screaming*

(My manager went to guest service, she came back, and we finally finished the transaction. I doubt he had the app, but making him wait for my manager to go to guest service and then come back was my little revenge for his attitude the whole transaction. You really do catch more flies with honey than with vinegar.)

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