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Author Topic: Customer Kick Outs??  (Read 3908 times)
EtherRollerMill
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« on: October 11, 2010, 11:39:56 AM »

Ok being a haunt owner we have had our fair share of customer and actor confrentation in some scenes.  This threa is to see how other haunt owners deal with customers that refuse to follow rules and violate the "they wont touch you if you wont touch them" policy most haunts have. 
For example...
1) Do you allow actors to kick disgruntel customers out? If not what methods do you use?
2) Isnt it a liability for actors in our haunts to break the "no touching" policy?
3) Do you feel it neccesary to have a group leader/followerer for every group or just the possible problem groups?

Thanks for any input!!!
-Ether's Haunted Roller Mill
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DrNitemare
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« Reply #1 on: October 11, 2010, 12:04:09 PM »

Your always gonna have the customers that have the "im not scared" or "smart you know what" attitude. Some actors do and will take these customers personal, I know this from experience myself. The best thing to do is to make sure you and your actors are on the same page and let them know in advance that it's not a question of if you will have customers like this, but when will they come? The better trained the actor is.. The less chance a confrontation will occur. We don't break our character unless someone has been physically violent to one of us.. then yes we will stop the show and escort them out. We have several off-duty police officers that actually work for us so that helps out too. If we see we have someone that is acting really stupid then we will just back off and let them finish the haunt and not even waste our time on them and nipping the chance of a confrontation occuring in the bud. The "Do not touch them and they will not touch you" policy is basically a warning mechanism that will I'd say 90% of the time do it's job mentally to the customers and scare them into not touching anything. We would never actually touch them or get violent with them in return, that would be a liability. Even in our haunted house, we do use a guide. We feel that a guide definitely gives more control over the customers and any potential situation that may arise and thats why we have always used one. Unlike many haunts that I've personally visited in the past, the guide also takes the time to explain the rules to each and every group that comes in our doors. I went to the Clayton Fear Farm last night and saw a group of teenage guys running up and jumping into their porta-john doors and trying to tip them over I guess after people would go inside of them. It really makes you stand and think.. how stupid can some people possibly be?
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Prof. Hacker
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« Reply #2 on: October 11, 2010, 12:53:17 PM »

1) Do you allow actors to kick disgruntel customers out? If not what methods do you use?
2) Isnt it a liability for actors in our haunts to break the "no touching" policy?
3) Do you feel it neccesary to have a group leader/followerer for every group or just the possible problem groups?

We rarely have incidents, but work to be prepared, just in case.
Actors at our haunt do not kick out 'rule breakers', the on-site Sheriff's Deputy does.
Any out-of-the-ordinary situation is reported, especially if it involves safety, and the Deputy is there within seconds with our 'official' staff (backstage, we can walk faster than anyone can run in the show).
Any touching can be considered 'assault/battery/abuse' if it isn't wanted, so enforcing a 'no touch' policy is the best way to ensure limits are in place to avoid these situations.
We do not have guides in our event, and it works well for us.  Our actors are very aware of what a group is doing, and if anything is out of the ordinary, an alert is sent to the 'official' staff.  If any kind of bullying is involved, the actor is encouraged to back off scaring the group and especially the bully, and let them pass (and pass the word along to the next actor/scene to do the same).  The deputy is generally waiting in the next scene, ready to provide his/her own kind of entertainment. ;-)
Some haunts have guides in front & back, some have customers hold onto ropes (which occupies wandering hands), some have no guides but enforce keeping one hand on the shoulder of the person in front of you.  Some haunts do both (reminds me of a chain gang).
If our actors identify a potentially rowdy group, one of our folks will go in and follow them.  They have a radio to call for assistance if needed. 

-Prof.

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EtherRollerMill
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« Reply #3 on: October 11, 2010, 03:57:26 PM »

Thanks for the input guys... I only brought the "actors removing problem customers" because MOST of our scenes have a quick exit out of the building and we had a customer punch one of our actors and he escorted them out promptly. I have always wondered if other owners thought that would be appropriate/professional to break character in that case. We too havent had any issues with our spooks touching people and we hope that continues.
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ReLlIK ThE KiLlEr CloWn
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« Reply #4 on: October 11, 2010, 07:39:42 PM »

I'm not the owner of it, but I'm one of the directors for Homicide Hollow, and we enforce the "no-touch" policy very well. When we have our trouble groups come through, our actors are supposed to let someone who is trained know what's going on, there is at least 1 actor that is trained in each scene... So yes, technically actors can kick them out, but its only certain actors that can take them out. The Boss is also there, to make sure it was reasonable. We are all un-guided this year, so each actor knows where the group is located.

Hope it helps.
-Pawn
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packbacker
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« Reply #5 on: October 31, 2010, 10:10:56 AM »

A related question for haunt owners/actors- how frequent is it that you have customers that are abusive, destructive, or otherwise need to be removed or seriously talked to?

I've never seen any problems until this year when I saw another group touching actors and messing with props.  I'd think it would be easy for adult age people to behave as such but apparently I'm wrong. 

It makes me appreciate the job y'all do even more to have to see people put up with that.
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EtherRollerMill
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« Reply #6 on: October 31, 2010, 10:38:22 AM »

A related question for haunt owners/actors- how frequent is it that you have customers that are abusive, destructive, or otherwise need to be removed or seriously talked to?

I've never seen any problems until this year when I saw another group touching actors and messing with props.  I'd think it would be easy for adult age people to behave as such but apparently I'm wrong. 

It makes me appreciate the job y'all do even more to have to see people put up with that.

Well in past years we maybe had 1 incident but this year oh lord have we had rule breakers!!! A lot of our problems are from people that gets attitudes because our actors are in their personal space or boyfriends defending their girlfriends from our spooks. I know this year we have had at least 7 groups NOT individuals that have had to be spoken with.
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Slappy
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« Reply #7 on: October 31, 2010, 01:21:26 PM »

This season I've seen (or heard of) everything from drunks, to actors getting pushed or even punched, to people throwing rocks, to a guy stripping down to his boxers and running through the haunt.  I will never for the life of me understand why people feel it's necessary to get drunk and go to a haunted house.  

1)  If you're drunk, it is ILLEGAL to drive, so you shouldn't be going anywhere.
2)  If you're drunk, stay home (or at the bar).  Don't spread your ignorance.
3)  If you fail to observe the first two tricks, try this...don't get drunk!

I know every now and then a few drinks helps you relax, but there's no reason to get drunk and go to a public attraction and make a complete fool of yourself.  For anyone that the above scenario pertains to, please just stay home and let everyone else enjoy their experience.

For those of you who go to a haunted house to play the "tough guy" or "tough girl", I realize that his is simply a defense mechanism because you are scared out of your mind.  But why else would to go to a HAUNTED HOUSE??!?  Be mature and appreciate the time, effort and cost that has gone into the haunt you are attending.  And if you feel the need to lay your hands on someone, touch yourself...because no one else wants you to touch them!

Lastly, for those who simply can not control what their extremities do when they get scared, try this - put your hands in your pockets.  How would you like it if you walked into a dark room and someone sucker-punched you in the face?  Yes, we've had this happen to several people this season, even a girl who was getting married the following week.  (Nothing like a black eye for a wedding portrait, right?)  

The most fundamental rule of haunts is "DON'T TOUCH ANYTHING".  This includes actors, staff, sets and props.  It means...don't touch anything.  I don't come to your house and break your toys, so don't break ours.  Some of these props are very expensive, and some of them are homemade and have a lot of time and love behind them, and we don't want to lose any of them.  Show some respect, keep your hands to yourself, and have a good time.  Easy, right?  I thought so...
« Last Edit: October 31, 2010, 01:23:18 PM by Slappy » Logged
EtherRollerMill
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« Reply #8 on: October 31, 2010, 06:04:57 PM »

Slappy...couldnt have said it better ourselves Wink We had an actor last week report to us about an incident that occurred because he simply bumped into a customer in a pitch dark room and got punched for it. I just dont understand and will never understand why everyone these days are so quick to hit somebody....Drunks are also a huge issue at our haunt but luckily we have a sheriffs deputy on hand to eliminate that problem before it even happens, they get mad because we wont let them in but its for SAFETY reasons, it's also in our rules beside our ticket booth.   
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ReLlIK ThE KiLlEr CloWn
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« Reply #9 on: October 16, 2011, 11:27:35 PM »

I wanted to re-bring this topic up! The major reason being.. Most of our crowd Saturday night were a bunch of...intoxicated people.. IN FACT, I got intentionally hit in the nose by a patron! One thing I love about being with Castle Of Horror this year, is security wise.. THEY DON'T play..

Please people don't ruin the fun for everyone and get yourself kicked out of a haunt!
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Badger
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« Reply #10 on: October 17, 2011, 07:20:12 AM »

I have always stressed to haunt owners that they can nip problems in the bud by not allowing anyone to buy a ticket that looks like they are under the influence of anything.  You may lose a few ticket sales, but the rest of the people around will appreciate it all the more.  I have been more than annoyed at drunk or high patrons messing with people in the queue line or going through the haunt, both as an actor or as a paying customer.

You can stop a lot of it by simply upping the presence of security in the parking lots, ticket booths, and queue.  I know of haunts that simply have their biggest family members wear shirts that say 'SECURITY' and they have seen intoxicated people turn around and leave.
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Slappy
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« Reply #11 on: October 17, 2011, 08:04:45 AM »

Yes, this weekend definitely had the drunks out and about.  I alerted our on-duty Sheriff's Deputy to several parties of intoxicated people.  We had to escort several parties through and from the haunt.  Someone even decided to urinate in our graveyard.  Seriously?!  Lots of drunks, lots of said drunks hitting people, and lots of me telling drunk people that they smelled like a**.  It gets really old after awhile.  I actually had a deputy ask me on Saturday how I put up with all the idiots for so long.  I just said, "Lots and LOTS of patience." 

Again, if you feel you need to get drunk to go to a haunted house, refer to my post about.  STAY HOME!
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Prof. Hacker
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« Reply #12 on: October 17, 2011, 08:21:08 AM »

to follow what Slappy wrote....

Our deputy had an interesting insight as to why people get drunk & go to haunts.

He said, "...could be, its because they can't handle it sober".

-Prof.
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~honey~
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« Reply #13 on: October 17, 2011, 09:01:22 AM »

to follow what Slappy wrote....

Our deputy had an interesting insight as to why people get drunk & go to haunts.

He said, "...could be, its because they can't handle it sober".

-Prof.
I agree with our deputy too, Professor... I really believe that some people just couldn't deal sober.  And unfortunately for us, we have to deal with it.  I can't count the amount of times I have guys try to ask for my number, or invite me to drink with them... WTF I don't know you!!!
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« Reply #14 on: October 17, 2011, 09:31:35 AM »

well, our security is very tight! We had kickouts this last weekend.. I just wish people would use some common sense, your putting yourself, and actors in danger..
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I'm not a clown that makes you laugh, instead you MAKE ME LAUGH as you Scream in PAIN!
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