Truly Excellent Customer Service #2


Truly Excellent Customer Service

Last Friday I decided to be proactive and booked a Saturday night out at the cinema. Just two of us and a romantic French movie called Rust and Bone. So far so good and we left in plenty of time to arrive at the Everyman Cinema in Belsize Park, London, UK.

I drove the car, making sure I had the booking receipt and plenty of cash for parking meters and pre screen drinks. I was all set for a rewarding night out.

We arrived at the cinema reception, I showed the booking code (they are ticketless nowadays) and then the receptionist asked me an unexpected question;

Reception – “Have you pre-paid these tickets?”

Me – “Yes?” 

Reception – “There seems to be something wrong. Hold on a second”.

About 10 seconds later the supervisor arrived, took a look at the screen, pressed a few keys and then told me that I had booked the previous night’s show.

Momentarily, my heart sank, I had made a rookie mistake on a website booking page and my plans for a great night out had been foiled at the final hurdle.

Then something miraculous, in my experience, happened.

The supervisor asked if I would like alternative seats, not quite as good as those I had booked but very nearby. There would be no extra charge, no fuss and no embarrassment.

Shocked, it took a few seconds for this to sink in before I gratefully accepted the offer and we ordered drinks before the film.

So, I can thoroughly recommend the Everyman Cinema in Belsize Park, the staff are allowed to go the extra mile; the film was very good too.

Have a great week.


About the Author: Adam Blackie is the author of Your Digital Personality and a professional Interim Manager who leads information management teams through their change programmes. He works with CEO’s and their Boards in the UK to change the way technology is used by staff and their customers.


About Adam Blackie

A career Freelance Accountant who specialises in leading helping others to hold onto their money.
This entry was posted in customer service, service delivery, teamwork and tagged , . Bookmark the permalink.

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