Ugh so I need to vent. This normally wouldn't be a big deal but I'm really frustrated by this situation for some reason. I was working last night (Monday) which was pretty slow.
I was ringing tickets and concessions on a concession drawer alone because we sell tickets inside on slow days. My two coworkers are building a standee.
This woman comes in by herself and asks for two tickets to Mountain Top (locally made movie in my area). She said the other ticket is for her husband who is parking the car which is no problem.
Here's the issue - I don't ask people if they're seniors. I think it is rude to either assume or ask them.
I've tried variations of inferring if customers qualify for a senior discount when I've sold tickets and I've gotten eyerolls and huffy and annoyed responses like, "Well, I guess I look old,
I didn't realize it was that obvious, geez.". Or something along those lines.
So I ask her clearly and slowly, "Is that two ADULTS?". And she says yes and I ring her up.
I direct her to her theater, go back to ringing up others, and I glance up to see her and her husband's backs as they go inside their theater.
Again, I didn't see her husband because he had been parking their car and I had a glimpse of them walking inside the theater.
I should also point out that there was a different couple in front of this lady who I rang up right before her. They said clearly they were seniors.
She could have told me her husband was a senior.
Ugh. So AFTER the movie is over she comes out to question me about it. Everything is cleaned, drawers are taken down, and closing paperwork has been done by my assistant manager.
We even have an ad that plays with the others on the screen that shows the time we close up the drawers and concession stand.
Customer: *huffy "Excuse me, do you offer a senior discount?"
Me: "Yes, we do. It's $8.25 for seniors in the evening."
Customer: "Well, YOU didn't offer it to me. My husband is clearly a senior, he's 61."
Me: "My apologies, ma'am. I do remember asking you, 'Two Adults?' when I rang you up earlier, and I didn't see your husband as he was parking your car. I didn't know he was a senior.
I don't usually ask people if they qualify for a senior discount because I don't want to be rude."
Customer: "Of course I said we were adults because we ARE adults, geez. I would like a refund, now."
Me: "Alright, let me grab my assistant manager and check. She's taken down the drawers already, but let me see what we can do."
*every movie has gotten out at this point. The popper is empty and clean. Monitors are turned off. It's obvious we are shut down fr the night.
My assistant manager (who is a saint,
seriously she can deal with any type of customer) comes out and apologetically explains that we have closed everything down for the evening and since the movie has already ended it
wouldn't be possible to refund the price (I know, it's annoying, but it's our computer system).
But, my assistant manager explains that she can give them 2 passes to come back to see any movie for free on any day she wants. Nope, lady wants an I.O.U.
- wtf? My assistant manager again explains that even if we could do an I.O.U.
it would essentially be the same thing as doing a refund, basically switching the adult tickets to senior tickets and giving her back the difference in price for the tickets.
And since the movie is ALREADY over, we can't go back and offer a refund for a show that has expired in our system. The lady still doesn't get it and is getting more angry.
So my assistant manager again offers her passes, or to come back tomorrow when our GM is working and to see if there's anything she can do.
But my manager really tries to steer her in the direction of the passes because more than likely it will be the same thing our GM would do.
So the lady chooses the passes but proceeds to say our customer service is terrible and pulls the whole, "I know more about your job than you do" attitude.
But after she leaves, I get the sinking feeling she'll be back today or that she's going to leave a negative review on our Facebook page over a fucking misunderstanding. Ugh.
So my question is - do you guys straight up ask them if they qualify for a senior discount? Is it rude to ask or to just see if they prompt you?
I hate situations when a family or group walks up, all different ages, and they don't specify what type of tickets they need (senior, student, military, child, etc.
) It's like, I don't know your family or what type of tickets you need, you have to say SOMETHING. Sorry it just got to me.
TL;DR - customer gets huffy and rude after she wasn't offered a senior discount. Misunderstanding ensues. Manager offers and gives free passes but lady is still angry.