120: The Value of Guest Service

Contact the Show!With Mike Schindler away, Jim Toth sits down with Classic Cinemas CEO Chris Johnson for a candid, behind-the-office-door conversation about one of the most important, and most complicated, parts of the movie business: guest service.What does it really mean to make people feel valued? How much is great guest service worth financially? And how do you balance the cost of delivering a better experience with the expectations of guests who are constantly being asked to pay more?Chris and Jim dig into the hard numbers, the softer side of hospitality, the competitive pressures facing movie theatres, and the constant tightrope act of making sure the person on both sides of the counter feels like they matter.It’s a conversation about pricing, perception, kindness, business, and why the details of the guest experience can matter far more than they appear on a spreadsheet.