Customer service FAIL #1 – At the cinemas

I went to see a movie last weekend, Avatar in 3D at an IMAX theatre near me. The movie was great, even going up and buying the tickets was all good and fine. I did have to ask about the 3D glasses though, not offered or mentioned until I raised the issue and was told to collect the specs at the door when I came in later for the movie.

OK, all good, so when we returned later and came in we got the glasses and half my tickets back all usual then we went for some munchies.

It seemed to be taking a while for them to server a group of three people in front of me, glad we were early as they seemed to take ages, not to worry, we waited.

Then it was our turn…

Me: Medium coke and a medium popcorn please…

Him: What?

Me: Medium coke and medium popcorn please (slower and louder)…

Him: You can get a bundle, it’s cheaper.

Me: OK, if it’s the same thing then sure…

Him: What size?

Me: Um, a medium please…

Him: It’s a large drink and medium popcorn as a bundle…

Me: Ah ok, so that’s cheaper than what I asked for is it?

Him: No response… just an unfortunate stare back at me…

Me: OK, yes, the large coke and the medium popcorn then, as a bundle please…

Him: He gets the popcorn and puts it in front of me.

Him: And what drink with that?

Me: Didn’t that include the coke that I asked for in the bund… Oh, you mean what flavour drink did I want now since we have been discussing cokes for the last 10 minutes…

Me: A coke please.

Him: Gets me a coke.

Him: Anything else with that?

Me: No… (thanks for asking, but did I ask for anything else before?)

Him: Spends another few minutes on the til and makes up a price.

Me: I pay, I get change, I get my own straw and head off…

Not sure if I even got a thank you or come-again, but I really didn’t feel like I had a good experience.

This could have been a lot quicker and easier if this person that worked there, ready to take my order just listened to me and thought about what I wanted instead of pretending to be dumb at each and every point in the transaction.

It could have gone like this;

Him: Hi, what would you like?

Me: A Medium Coke and a Medium popcorn please.

Him: Sure, you can get a large coke and medium popcorn as a bundle and it’s cheaper.

Me: Yes, sounds good, please.

Him: Gets medium popcorn, gets a large coke and hands me a straw…

Him: Anything else?

Me: No thanks.

Him: Calls up price quickly and gives me the right change.

Is that not a bit easier on everybody concerned, including those behind me late for another movie waiting for this process to take place?