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1952 Theatre Catalog, 10th Edition, Page 361 (323)

1952 Theatre Catalog, 10th Edition
1952 Theatre Catalog
1952 Theatre Catalog, 10th Edition, Page 361
Page 361

1952 Theatre Catalog, 10th Edition, Page 361

Consistently good servlceadoes not end until the patron has seen the picture and has left the theatre. Prompt, courteous service must await him at the confection stand and in the auditorium as he is ready to take his seat.

How can you, yourself, determine the efficiency and morale of the staff and the degree of patron service which your customers are receiving?

The answer is you canlt. We all know that employes are at their best behavior when the boss is around, making it virtually impossible for a theatre operator or manager to determine personally the extent of services offered when he is not present.

The Hargroves System

Hargroves uses a definite pattern when checking a theatre to evaluate the degree of patron service, the condition of the theatre, and the ticket system and procedure. First, the theatre is checked by inspectors who are total strangers to the theatre and who are outside of the theatre business so that their observations would not be colored by any knowledge of existing conditions within the industry. Each has been trained to make note of any irregularities they may see, with regard to both ehiciency and honesty.


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INVESTIGATORS pose as ordinary male or female patrons and purchase tickets in the usual manner.

Here is how the system Works. Each inspector is given a set of forms known as ttbusiness builder reports," which include check lists for the cashier, doorman, usher, etc., plus a report for the physical condition of the theatre, and a summation report embodying an analysis of all the others.

The report on personnel comprises a complete description of each employe contacted, details of all transactions, and observations on how they were performed. The report on the theatres condition takes into consideration cleanliness and general appearance of the

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front, lobby, boxofiiCe, auditorium and restrooms, as well as the manner in which the picture is presented.

Checking Procedure

When checking a theatre, the first thing a Hargroves operatOr does is to call the theatre to find out what time the show goes on. This is the first courtesy test for the cashier. After receiving the information, the operator, either male or female, and posing as an ordinary patron, then goes to the theae tre and buys a ticket from the cashier. Again the cashier is asked what time the show goes on, what part of the program is now on, and what time the show will be over. This introduction serves two purposes: it gives the operator a chance to check the condition of the boxofiice and see if any loose tickets are lying around, and enables him to evaluate the cashierls courtesy and efficiency.

The operator then observes the condition of the lobby, and hands his ticket to the ticket taker, again questioning as to What picture is playing, when it will be over, etc. While determining how

EDUCATIONAL and psychological efforts to both train and supervise include these typical forms and pamphlets tor evaluating brains and honesty.

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1952 Theatre Catalog, 10th Edition, Page 361