Terance S.
Yelp
Nice facility, but really snooty attitude. Not worth bothering with.
There's a rule in business that a happy customer will tell three people and an unhappy one will tell twenty people. In today's age when a person may have a Myspace account, a Facebook profile, a Live Journal and their own blog, that number may actually range in the high hundreds and beyond. As a result, it's imperative for a business, especially for a new, struggling business to really take care to avoid offending their few customers.
Friday night I was taking in a show at Cine. I had brought a friend with me. This 195 pound gentleman leaned back in his chair and the chair snapped. This caused him to flail a bit, accidently kicking the table that my drink was on, knocking over my drink. Okay, no big deal. I went out to the counter. I figured that since their chair snapped under reasonable and ordinary use that they would take responsibility for it and be eager to solve the problem, to see that my night got back on track and that I have a wonderful time. Not the case.
Instead, after explaining what happened and that I'd like my drink replaced the person I spoke to replied that he'd have to kick it up to the manager. The manager took on the air of a schoolteacher disciplining an unruly schoolkid. First she spits out "How did this happen"? I explained to her that my friend leaned back on the chair and it broke.
Then she goes into her rant about how now they're out of the cost of the chair, they're going to have to replace the chair and then she actually says to me "Let me see if I've got this straight, first you break our chair, then you expect me to give you a free drink?"
As soon as those words came out of her mouth I very calmly said "nevermind". I figured, okay, I'm obviously dealing with someone totally not worth talking to. I came out to have a good time, I don't really care about the cost of a drink. Then she actually kept on lecturing me. It's not enough for her to win, she also has to belittle me. Okay, I say "nevermind" again. She finally stops and I go back to my seat. A friend who asked about it later said the manager thought it was the height of audacity for me to ask for a drink when they're out the cost of a chair.
Okay, let's assume that she was right. Even though it was her chair that broke under normal use. What did she win? She saved a buck (what it would have cost to pop me another beer), and she had the pleasure of grinding some fool under her heel. Good job. Unfortunately, after she went out of her way to talk to me like a child and make me feel two feet tall, now she's created an enemy for her establishment and a world of bad press. Yes, I did spend the night talking about my experience, using words that I won't repeat here, and totally repeating the idea that "Cine's a snooty arthouse and they think they're better than you".
I feel bad for the owner of the place, I know that they're struggling. While the owner is out spending good money on advertising, trying to get people to think that's they might have a nice time going there, the manager that the owner is paying is going out of her way to belittle their customers, to remind them that "we're a fancy arthouse and we're better than you" Make that former customers. That's a recipe for failure. My conclusion: "Cine is doomed to Fail".
PS I later tried to figure out who owned the place so I could bring their lousy manager to their attention. I saw a picture of the owner, it's a woman who was so nasty to me! Evidently she's a genius in movies but a moron in customer service. I'm remembering the "Soup Nazi" from Seinfeld.