ODEON #goodcustomerservice

Posted on 6th November 2010 in complaint/ customer service/ odeon

Recently I was a little ticked off with the Odeon, here is why.

However, I have to say that I have been pleasantly surprised by the response – from the Odeon – to my blog.

The other day I received this email:

Dear Mrs Hall,

Firstly, I would like to introduce myself. My name is XXXXXXX and I am
the new XXXXXXXX at the ODEON in Colchester. I have been informed of
a situation which occurred at the cinema when you and your family came to
watch Despicable Me 3D, and although this is my first week in the job, I
felt it necessary to write to you about your experience.

During my time within the cinema industry I believe that the most important
thing is people. Whether it be guests or my team, they both come first.
Therefore, I carried out a search online to find out what our guests
thought of the cinema and their experiences. I came across your blog and
after reading it felt you were completely right in what you were saying.

Although the toy does come as part of the Filmfeast package and cannot be
sold separately, as a gesture of goodwill I would of asked my team to give
the toy to your son given the amount you spent within the cinema. This is
something which I have already discussed with the team here.

Please accept my sincerest apologies for your visit which I agree was not
up to the expected standards. If you have any further issues please do not
hesitate to contact me on this e-mail address or in the cinema.

If you would like to forward me your postal address I would very much like
to offer you and your family complimentary tickets for a return visit to
the cinema.

What a lovely email. You know what I liked best about it? I liked the fact that he had taken the time to google and see if there were any good or bad comments being made about his new branch, the fact that after finding my blog he then obviously went away and looked up my customer record to find my email address and then took the time to sit and write me a very lovely email.

Top bloke.

So my faith in humanity (a little strong?) and indeed good customer service is now restored!


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  • Reply Livi 6th November 2010 at 2:31 pm

    Wow! Let’s hope that other managers are taking a leaf out of his book eh! That’s customer service for you!

    • Reply mrsljhall 6th November 2010 at 2:38 pm

      I know. I was properly impressed with this guy – I hope the Odeon appreciate him and that he manages to pass on his customer awareness to the staff in the Colchester branch.

  • Reply sheila2010 6th November 2010 at 6:51 pm

    That exactly how it should have been handled in the first place. But pleased they got in touch and have given you faith back in them again. Well don.

  • Reply Pippy 9th November 2010 at 12:34 pm

    A letter to his superiors then to tell them that someone is doing it right?

    • Reply mrsljhall 10th November 2010 at 7:43 pm

      That, my lovely, is a very good idea. I think I will do just that.

  • Reply ODEON #HOreply « MrsLJHall 24th November 2010 at 4:26 pm

    […] I have already had a very lovely response from the General Manger at Colchester Odeon here. […]

  • Reply chris hasson 18th September 2013 at 8:02 pm

    It’s not good enough. Staff training would have prevented this crap and you wouldnt have had to deal with all this. A waste of your time, the manager, her staff’s and everybody else’s time. If it had been me behind the counter I would have handed you an extra toy in a heart beat. I don’t know who’s more to blame, the idiots behind the counter or the middle management who might have encouraged this type of customer service. Greed and incompetence pure and simple, welcome to the amazing world of 2013.

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