Usually the mantra is “the customer is always right”. Great brands go out of the way to resolve issues…often bypassing the details of who is wrong and who is right in a quest to prove customer love and win long time loyalty.
Well, one brand, Austin’s Alamo Drafthouse Cinema, took a decidedly different tack.
Not only did the call out their customer for bad behavior. They made a public (albeit anonymous) spectacle of her.
The offense? Texting in a movie. Take a look at this video posted on YouTube which features the angry customer’s call to the cinema’s voice mail after she was ejected from the theatre for texting. I promise it’s worth watching.
In this case, the theatre made the conscous decision to sacrifice the love of one customer to gain the respect (and business) of many.
As someone who abhors the glowing lights from texting in my movie watching experience I applaud their efforts.
Given the amount of views from YouTube (2.5 million at last count), I’m guessing the “customer is wrong” strategy paid off in this instance.
That’s my point of view. What’s your twist?
Was the Alamo in the right or should all customers be treated with respect?