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Posts Tagged ‘service’

Ster Kinekor – Sandton City

December 10, 2009 Leave a comment

Last week I was in JHB for a meeting. When it was done I had a couple of hours to kill before my flight. So I made my way to Sandton City to catch a movie. In the end I went with ‘Old Dogs’… for the review click here. Anyway, I thought I’d take the chance to give you a bit of a cinema review.

The Ster Kinekor at Sandton city was pretty cool. There are some renovations going on, which means that the escalator going directly into the cinema area is out of order. But that wasn’t too much of a mission. There seems to be a few Playstation promotions going on in the area as well – 1 in near the ticket area, and 1 in the popcorn area… which you get to after you’ve gone through the ticket check place. It definitely gives the younger folk something to do while they wait for their film.

The service was awesome. There were more than enough staff on hand for ticket bookings. We decided to use the self service machines though. There were about 4 of them in total, all working, and booking was a pleasure. The popcorn area was also good. No long queues, quick service. I didn’t even have to put salt on my popcorn.

The only criticism I have is that there was a longer than necessary delay between the trailers and the feature film. I guess they were having some trouble in the projection room. But let’s be honest, that isn’t really a big deal.

All in all a pretty good experience.

Nu Metro – V&A Waterfront

December 3, 2009 1 comment

The Nu Metro at the V&A Waterfront has given me some of my worst cinema experiences in the past. I usually just address it directly with Nu Metro. To their credit they always get back to me and thank me for my input – but things haven’t really changed. So now, rather than just talking to them about it, I’ll also give everyone some insight into the experience.

Last night my wife and I went to see Inglourious Basterds at 7pm… I know I’m late in seeing this but rather late than never. Anyway, we arrived at about 6:45pm and split up – my wife went to get popcorn and coke and I went to get the tickets. After standing in the queue for about 10 minutes I got to the front. Incidentally there were 5 people behind the desk, but only 3 terminals were open. The other 2 people were looking around and doing nothing. A few people in line behind me commented on this with some pretty colourful language.

 Anyway, I got to the till, asked for tickets, and selected my seat. I then took out my card to pay. At this point I was told ‘the machine isn’t working’. Now I can understand if your terminals aren’t working, but surely you can tell your patrons before they’ve stood in a queue for 10 minutes? On hearing of the situation I asked what to do, and was greeted with a shake of the head and shrugged shoulders. The lady behind the desk tried the machine and it didn’t work. So she called for the next people and ignored me.

 At this point I asked ‘if I use self service will that work’. She said ‘yes’. Luckily the self service machine worked and I got tickets. Incidentally only 1 of the 2 self service machines was working. But let’s be honest here – if I hadn’t asked I would either have missed half the movie running to get cash and standing in line again, or I would have just gone home, or better yet I could have gone to Ster Kinekor to catch a slightly later show.

 My wife had the same experience at the popcorn counter. She waited in line for about 10 mins, got to the front and was told the same thing. In this instance there were 9 people behind the counter. Also, as a note, all the popcorn makers were full to overflowing – huge wastage of food.

 Issues like this seriously affect the publics perception of a brand. And after all my experiences it’s getting to the point where I’m going to start avoiding the V&A like the plague. What makes things even worse is that issues like this are easily remedied by either having a A4 printed sign at the beginning of the queues, or putting one of the 14 members of staff at the end of the queue to notify people and direct them to the self-service. In my opinion the manager should be doing this – it gives your customers the sense that he/she is on top of things and ready to engage with them.