Customer Service / Online Marketing – One Rock at a Time

How to move mountains – eCommerce & eMarketing strategy for success!

My son and I just got back from a prescreening of the Dreamworks Pictures movie, “Madagascar 2 : Escape from Africa” a fair flick, rated 71/2 out of 10 by both my son and I… “We like to move it, move it” 🙂

This was a press / focus group event at the Rave Motion Pictures in Town Square Las Vegas (nice venue) my son and I won through the local radio station.

Ticket said to “arrive early” so we got there at 8:45am for a 10am show – side note: this is the day after Halloween and it was obvious most kids and adults were suffering from a sugar-induced crash.

We were about 10th in line, and after about 30 mins the line had doubled, people were being herded and a few of the ‘wranglers’ arrived to give out theater entry tickets.

Some folks in front on us (and some folks behind us) were pulled out of the line and taken into the theater, so I asked one of the 20’s something wrangler why they got to go in (and we were still waiting), “Oh,” she said, “They’re on the list.”

Being the kind of customer-focused guys I am, I decided to pursue this (it’s fun too)...

Me: “Um, but we were on a list too”

Her: “Yes, but, they were on the other list”

This gets more interesting..

Me: “So how can I tell the difference between my list, and their list”

I swear to you, with a straight face, she said, “Because their list gets in first.”

Okay, I didn’t pay for these tickets, but I was just made to feel like a second class citizen, and then supplied with an explanation that was based on ‘fuzzy logic’ to say the least.

Are you treating your online customers the same way without realizing it?

Don’t assume that users / visitors know what they should and shouldn’t be doing and what they should and shouldn’t be entitled too in your model, make it clear and obvious and at best understandable by a 4th grader.

And if you do have a subscription model with different tiers, let users / visitors “peek behind the curtain” with trials or tours to show them what they could get if they paid / upgrade i.e. free 14-day offer

Treat everyone equal at the start of the goals tunnel, and you’ll find more will be with you at the end = conversions and loyalty.

And Madagascar 2? Go see it for the penguin and monkeys negotiating, if nothing else…

Back in the theaters with spit and grit
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  1. Ronald Lamar
    4:00 pm on November 3rd, 2008

    I am sorry that you had this kind of impression. No one should ever feel second class! That being said, I thought I would help you focus the frustration a bit.

    I have worked in theater exhibition for 15 years and have been involved with hundreds of pre-screenings like this. The fault for your experience should not be put on the theater but should fall on the radio/tv station that issued the passes and a bit on Dreamworks as well.

    The studio and the stations essentially “rent” the auditoriums for the time the movie is being shown. The rules for entry, ticketing, etc. all are decided by the studio and the stations. Any theater staff involved are following the guidelines given for the rental event.

    Some people I imagine didn’t get to see it at all! The stations tend to over paper these events, usually issuing 50%-75% more tickets then they have seats available.

    It is usually the theater that takes the blame though. I just thought I would help you with a bit of info from the other side!

  2. Thanks Ronald, appreciate the insider info.