When he launched a few weeks ago, he promised he’d delve into some rants. And after an October 23, live satellite broadcasting of a West End production of the Sondheim musical “Merrily We Roll Along” hosted by Fathom Events at an unnamed multiplex, he was given the fodder for such an occasion.
Calling theaters out for their over-reliance on technology and under-reliance on knowledgeable staff, Maltin notes that not even one staff member was dedicated to making sure that the special event screening went along smoothly. The screening encountered a sound problem that needed to be rectified by flagging down a theater attendant in the halls, and the lights didn’t go up at the play’s intermission.
In calling out this multiplex for being sloppy with their customer experience, he noted that the only growth area in movie theaters is in theaters and theater chains that give extra care to the viewing experience, even if it costs a little more. To these lazy multiplex owners, he says, “Open an Arby’s franchise; don’t be in the movie theater business.”
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