Comments on: Movie Gallery Meets Falling Down

By: derrickM

derrickM — Sun, 14 Feb 2010 14:10:25 +0000

thanks for your comments. I know you guys are put in a corner and certainly not paid enough to pressure sell customers. It’s a tough spot to be in.

By: Movie Gallery Employee

Movie Gallery Employee — Sun, 14 Feb 2010 06:20:18 +0000

Hello,
I am a movie gallery employee. I’m not a the store manager but I did want to say that you will be written up and then maybe fired over customers not buying Powerplay.
How do i know this you may ask? well, that because i have been written up because i did’nt sell powerplay to customers. Crazy right? well, that’s the truth.When customers came up to be checked out i was ask if they would like to buy one of our discount plans called powerplay, if they said no. I would then ask if they knew and understand how it works. the customers say yes they know and understand but still didn’t want it then i would stop talking to the customer about powerplay, and just let them know the total for their items but if the customer say they don’t understand how the powerplay work, i would in small detail explain it to them because we have to do this. I dont want to make my customer feel like they have to buy powerplay, but i sure do wish they would buy one from me so i could keep my job because i work for the same reasons everyone else does (family,house payment,car payment and other monthly bills). I’m really sorry that this happen to but it is movie gallery’s rule.

By: derrickM

derrickM — Tue, 02 Feb 2010 15:55:15 +0000

The choice to write about it was based on watching another customer feeling as we did, and not feeling that she was heard in any way. Back when I worked in retail I was tought to ask a customer what we could do to correct the situation, then if at all possible do just that. In this case, she simply wanted to be respected and free to rent a movie without fear of confrontation.

By: MG/HV Employee

MG/HV Employee — Tue, 02 Feb 2010 15:48:06 +0000

Your encounter doesn’t surprise me. But it does make me sad.

The sales pressure is enormous right now at Hollywood/Movie Gallery. In my store, we don’t hound you – if you say no, that’s great. No skin off our back. I’ve been in CS long enough to read body language and listen to a customer.

It’s stores like this where the district manager is so obviously punishing associates by terminating them if they can’t sell that ruin it for the rest of us.

My store’s classified as an indie store – I’ve got an independent and foreign new release section, a HUGE foreign section and a staff picks that we must keep stocked on a daily basis because it rents so well.

I’d love to have you as a customer at my store – we do have Falling Down. It’s just sad that you had to resort to blogging about your horrible experience at a store that clearly doesn’t live up to the Hollywood/MG standard and has management that forces its people to push Powerplay down their throat.

Stick with Netflix. I know I will.