I work at a smaller theater chain that opened up late last year in my hometown, and I had this rather unpleasant encounter with one older lady a few days ago.
I was positioned around the mall entrance, per my shift, and she came up to me inquiring about ticket sales for "Star Wars" and said along the lines of "Well,
you guys are a new theater and the movie isn't selling out, could I get I get a discount?
" I told her politely about our senior pricing policy ($7 for the first show of the day and $11 after) and she kept pushing my buttons.
I declined, I wasn't going to let her browbeat me into violating company policy but I was going to be civil about it.
I told her along the lines, "We're not like the big theater chains, we're a more sophisticated--"
She cut me off, "Sophisticated? You just insulted me right there." Right now, I was seething.
Before I had a chance to reply, she went back in the mall and started bitching to people outside about how we "didn't want certain people there." Then she came back in demanding to see a manager.
So I brought my manager down, and she diffused the situation.
Turned out the lady didn't get a free pass or a discounted ticket.