Biz Crusader

Movie ticket sales hit a 16-year low in 2011. The theater industry attributes higher prices and the prevalence of new platforms to view movies.

I certainly believe this is true and I am certain that these factors played a key role.

However, I was surprised to learn that the industry did not mention what role customer service may have played in this outcome. To be specific, I am referring to the lack of or declining customer service in movie theaters. Civilized decorum and the almost cliche concept of “Silence is Golden” has become increasingly absent in the theaters. It is common to find crying babies, people using their phones, disruptive or obnoxious behavior. And, I am not even mentioning those who love to kick the chairs of the persons in front of them or those who use the theater floors as their personal trash cans leaving the auditoriums in a disgusting state. If you spend more than 5 minutes reading online reviews about movie theaters, it’s clear that I am not the only one who feels this way.

This is another example of an industry using the economy as a scapegoat. Customer service is the one area of any business that can be transformed instantly. Best of all, it can be transformed without a heavy financial investment. Examples include answering the phones a certain way or just saying “Thank You” properly.

There is nothing you can do about the economy. It is what it is. Instead of using it as a crutch for poor results in 2012, focus on what you can control. You have 100% control of customer service.

I say… bring back the ushers with the flashlights.

I have business executives asking me all the time about time management and priorities.  As a business executive myself, believe me when I tell you that this is something I am working on as well.

Having said that, here is how I try to prioritize my to do list on a daily basis.

FIRST:  Take care of everyone that feeds you and your children.  (existing clients and customers)
SECOND:  Take care of everyone that can potentially feed you and your children.  (sales and prospects)
THIRD:  Everything else.

Don’t have children?  Substitute with anything or anyone that is of great value to you.

Can’t get to everything else?  Delegate or pay someone to do everything else for you.

A NASCAR driver might walk the track before he gets behind the wheel on race day. An Olympic sprinter might walk the track before he lunges out of the block as the starting pistol goes off.

WHY DO THIS?

1) They are getting familiar with the task from start to finish.
2) They are making note of any potential pitfalls.
3) They are making note of any potential advantage points.
4) They are minimizing risk and surprise.

In business, this important step is called assessing the task or project.

Take the necessary time to fully assess a task or a project before you start. By doing this, you will save yourself a tremendous amount of heartache and minimize the potential for failure or costly delays.