Multiplex are in a very competitive market. The first rule of anybody in the service industry is to provide quality service. However PVR has a lot to learn in this respect.
Even the suppliers (movie producers) are annoyed with multiplexes. I wonder by antagonizing both customers, as well as suppliers what is PVR trying to achieve. No wonder over the past 2 years, PVR had to reduce the ticket prices, yet it is unable to sell all its tickets. Its revenue in the quarter ending June 2009 was less than half of the previous year’s figure. I guess its probably because its security is doing a good job in driving the customers away.
1. No helmet rule: While all over the world governments and other public interest bodies are busy encouraging commuters to use helmets and seat belts. PVR takes a totally opposite stance. It prohibits anybody to either handcarry a helmet inside the theatre or deposit it at their security counter.
2. No Laptop rule: To further drive away the customers, they introduced a no laptop/electronic item rule. What they do not realize is the many of us need to carry laptops to office and it becomes a major nuicense, if we have to part with it. The least they could do is have a tie-up with any shop or enterprise and charge the customers who wish to deposit it.
3. No shopping bag rule: Ladies are allowed to carry their purses (which are often the size of a small haversack) inside, but guys are not allowed to carry a shopping bag inside. Last weekend, my shopping bad contained just a shirt which I had purchased from the same mall. Yet the security refused to either deposit it or allow me to carry it inside. Whats worse they provided me with a unprofessional answer, why don’t you deposit it at the Big Bazzar counter (by faking yourself as a customer)
I appreciate cost cutting, but if it was so important, why have security in the first place?
PVR is situated in malls and each and every mall does a pretty good job in screening customers and eliminating security risk. Repeating the activity 2 times does not make it more perfect.
Secondly PVR usually owns entire floor in a mall so real estate should not be a big problem. If they really want, like any organized retail outlet, they could make room for patrons to deposit their goods.
Ankur Aggarwal
sree
Sandip Chaudhuri
vbr
shobhendrasrivastava
