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The restored facade of the Capitol theatre.
From the Files of
The Public Relations Department
With this edition of Famous News we begin a new section, devoted to sharing some of the letters which cross our desk.....the good, the bad and the downright ugly. We invite your participation and welcome your suggestions, so let us know if there are any topics and/or letters you would like discussed.
Dear Mr. Emilio:
On Saturday night, August 11th, my wife and I attended the late show at the theatre to see the heavily attended Presumed Innocent.
I understand the early show was sold out and there was a heavy line for the late show a good 45 minutes before it was to start.
At least twice during that time, your manager moved up and down the line explaining to the patrons the timing of the end of the early show, the clean-up that was to take place, and when the patrons could expect to be
seated. He repeatedly thanked us all for our patience and understanding for our possible "discomfort".
Once we were seated, he assisted in re-seating some persons to find the last available seats and again apologized for any delay while the last few patrons were seated.
Ihave seldom seen such courtesy and concem for customers in the service area in Canada and feel that when someone makes that extra effort, his actions should be applauded. I personally thanked him after the evening and congratulate Famous for having such a valued and exemplary employee.
Yours very truly
Norman D. Griesdorf,Q.C. Chairman of the Board
Does this sound like your theatre?
Ron Emilio was delighted to receive this letter from the Chairman of Variety’s Tent 28. We decided to use this letter as an illustration of the difference a little extra care can make.
What did the manager do right? 1. He treated people as individuals.
Nobody likes a lineup, but they are a necessity in our business. By working the lines this manager found a way of letting his customers know that he was interested in them as individuals.
2. He let people know who was running the theatre.
This manager has established himself as the individual in charge. The customer knows there is someone to solve any problems that arise. Customers are more likely to listen to any requests which this manager might make over the course of the evening.
3. He demonstrated concern for his customers by informing them about the delay and the cleaning schedule for the theatre.