An Usher's "Do's" and "Dont's"

Just a note: thanks for the positive comments, private and otherwise. Please feel free to leave some public comments, too, though. I love generating discussion afterwards!

Having had been a theater usher for a few years myself, dealing with theater goers has been second nature to me. I know what to do and not to do with certain customers (and how far you can stretch the rules with certain ones). Therefore, it is always curious, and even humorous at times, to me when I see a "vintage" list of rules as set by any theater proprietor. While many of the rules I would agree with as generalities, quite often, I find that these lists are made by managers with no concept of public relations, and some points are childishly naive.

Case in point, this 30-point guide made by Nat Wolfe, Warner Ohio zone manager, and Dick Wright, his assistant, in 1949. This "Service Manual" became WB's official training guide for new service employees. Riddled with typos and spelling errors, I know that this one was the real thing. I've cleaned up most of them, but left a couple of the foolish ones in. The following is from BoxOffice, July 16, 1949:

1. Be diplomatic when referring to guests and use the terms, "Gentlemen," "Lady" or "Child."

2. When wishing to attract a guest's attention, never summon but step directly up to the guest and say, "I beg your pardon, sir."

3. Assist guests in every way possible. Be especially courteous [to] ladies, children and elderly people. Crippled people should be extended every possible courtesy.

4. Never give guests any orders. Communicate your desires in the form of a request. Accompany the acceptance of your request by, "I thank you, sir."

5. If asked your opinion of the performance, answer: "The comments are very favorable, sir," or "I think you will enjoy it."

6. You must keep your hands off the guests.

7. If a patron asks you the time and you do not have a watch with you, answer: "Just a moment, sir, and I will get the time for you."

8. Always do your utmost to answer a guest's question. Go to your manager if necessary. Unusual service gains distinction for your theatre and for yourself.

9. Never leave your post unless given permission by the man in charge.

10. When referring to one of the organization always use title and name of his position.

11. You are warned not to carry on conversation unless it is in the line of duty. In cases of necessity, be brief.

12. In answering questions, take time enough to look directly at your guest and reply in a manner that is direct to the question asked.

13. Friends and former employees, are to be treated by you as a guest. Excuse yourself from them and see them after working hours.

14. If you make the mistake of letting some guests into your aisle ahead of others, who have been waiting longer and then later complain, answer, "I am very sorry, it was my mistake. I will be sure to give you the next seats available." And be sure to do it. A promise broken is a very bad advertisement.

15. Use your flashlight to aid guests and don't rush them as the change from the outside light to the darkened auditorium is very confusing. Be patient. Remember, you are accustomed to the darkness and they are not.

16. If you are directing to another aisle and a person desires a seat in your aisle, never say, "Seats are available in aisle four, please," but "I am sorry sir, this aisle is filled at present, but you will find seats in aisle four."

17. Guests wishing to find better seats down front should be assisted at all times. Discourage setting down front when musical numbers are on. Say, "Would you mind waiting until the musical number has finished, please?"

18. If you cannot seat a party together, try at your first opportunity to do so. This is a mark of distinguished service and is greatly appreciated by a guest. Treat each individual guest as a friend you have not seen in a long time.

19. If you are requested by a guest to ask another guest to move so that he will be able to seat his party together-- you will say, "I am very sorry, we do not make it a practice to ask guests to move, you may do so if you wish."

20. Be careful not to glace yourself at anytime so as to obstruct a guest's view longer than is necessary.

21. Do not walk up or down the foyers unless it is absolutely necessary. Things in the auditorium are to be quiet at all times. Avoid any unnecessary confusion.

22. Do not say "sh-sh" to anyone. If a patron is creating unnecessary noise, say, "I beg your pardon, sir, you are annoying those around you," and then leave immediately. If the patron persists in making noise, call an executive at once.

23. Do not wait for an answer in this case, it might lead to an argument, and this is to be avoided at all times.

24. Mothers with crying children should be treated with the utmost courtesy and care. If the child continues to cry after you have spoken to the mother, say, "I am very sorry, Ma'am, but I must ask you to take the little one to the rest room."

25. PETTING COUPLES [hubba hubba!]: Do not disturb unless the conduct is such that it is attracting the attention of those around them. If their conduct is noticeable, do not hesitate, but say, "It will be necessary for me to call one of the management if your attitude does not change at once." Call the manager if they persist.

26. INTOXICATED PERSONS [*hiccup!*] "If you will come with me there is a friend in the lobby who would like to speak with you." This statement cannot offend and being in a suggestive tone will be apt to be carried into effect. In the case of a vicious person, you may have to resort to an extreme method of removing the person from the theatre, and do not hesitate to do this with the approval of the manager.

27. MORONS OR DEGENERATES: Call the management at once.

28. Do not step backwards or forwards without first looking int he direction in which you are stepping.

29. If a guest reports a lost article to you, do your best to locate same, and if not found, refer the guest to party in charge of the floor.

30. If a patron incurs and has an injury, do the following: (a) Go at once and offer first aid; (b) Render any assistance possible: (c) Immediately call the manager if the case is severe; (d) Secure all available information concerning the accident as follows: name, address, age, weight, height, glasses, at least one witness, exact location and reason. Examine conditions of spot where accident occurred, to ascertain if the fault was the theatre's or not. Be careful not to make any mistake of mentioning the extent of the theatre's liability. Do not make any statement regarding the accident to anyone but the manager. At times, it will be possible for your theatre to get a signed statement from the party releasing the theatre of any liability. Be sure and get accident reports for public and employees.

Photo: M. Nat Wolf, managing director at the Hippodrome Theatre in Cleveland, is shown discussing he service guide for ushers with two members of the staff. (BOXOFFICE PHOTO)

I've sure they were listening attentively...

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Mammy!