{"id":2554,"date":"2011-06-25T06:05:59","date_gmt":"2011-06-25T11:05:59","guid":{"rendered":"http:\/\/BrandTwist.com\/?p=2554"},"modified":"2018-10-18T20:14:19","modified_gmt":"2018-10-18T20:14:19","slug":"when-the-customer-is-wrong","status":"publish","type":"post","link":"https:\/\/brandtwist.com\/blog\/brand-personality\/when-the-customer-is-wrong\/","title":{"rendered":"When the Customer is Wrong"},"content":{"rendered":"<p>Usually the mantra is &#8220;the customer is always right&#8221;.\u00a0 Great brands go out of the way to resolve issues&#8230;often bypassing the details of who is wrong and who is right in a quest to prove customer love and win long time loyalty.<\/p>\n<p>Well, one brand, Austin&#8217;s Alamo Drafthouse Cinema, took a decidedly different tack.<\/p>\n<p>Not only did the call out their customer for bad behavior. They made a public (albeit anonymous) spectacle of her.<\/p>\n<p>The offense? Texting in a movie. Take a look at this <a href=\"http:\/\/youtu.be\/JVz-fO7kxcQ\">video<\/a>\u00a0posted on YouTube which features the angry customer&#8217;s call to the cinema&#8217;s voice mail after she was ejected from the theatre for texting. I promise it&#8217;s worth watching.<\/p>\n<p>In this case, the theatre made the conscous decision to sacrifice the love of one customer to gain the respect (and business) of many.<\/p>\n<p>As someone who abhors the glowing lights from texting in my movie watching experience I applaud their efforts.<\/p>\n<p>Given the amount of views from YouTube (2.5 million at last count), I&#8217;m guessing the &#8220;customer is wrong&#8221; strategy paid off in this instance.<\/p>\n<p>That&#8217;s my point of view. What&#8217;s your twist?<\/p>\n<p>Was the Alamo in the right or should all customers be treated with respect?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Usually the mantra is &#8220;the customer is always right&#8221;.\u00a0 Great brands go out of the way to resolve issues&#8230;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&#8217;s Alamo Drafthouse Cinema, took a decidedly different tack. Not [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[27,30,101,84],"tags":[],"class_list":{"0":"post-2554","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-brand-personality","7":"category-brand-strategy","8":"category-customer-relations","9":"category-customer-service"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/posts\/2554","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/comments?post=2554"}],"version-history":[{"count":1,"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/posts\/2554\/revisions"}],"predecessor-version":[{"id":16494,"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/posts\/2554\/revisions\/16494"}],"wp:attachment":[{"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/media?parent=2554"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/categories?post=2554"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brandtwist.com\/blog\/wp-json\/wp\/v2\/tags?post=2554"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}