Enjoy The Film. That’s what we say. After every sale. After every encounter. Make it special for the customer. We are different because we focus on that customer experience. That way we can improve the spend per person. If they are happy customers they will come back. We can upsell and “suggestive” sell of additional products. They might even treat themselves to the VIP box. Enjoy the film.

Late last year I found myself struggling to afford my mortgage. As well as working as a full-time manager I took a part-time job with a top cinema chain as a multifunctional. By day I manage a budget and negotiate targets; by night I serve popcorn and implore my customers to “enjoy the film” as part of making the customer experience special. That way, at the weekend, I can provide for my son and not need to find the cash to go to the flicks with my mates – because I’ve seen the film already. But the real show goes on “noises off” behind the scenes. As I change my tie for a baseball cap I mix with young people instead of managing them. I adopt a different persona and count the hours till clocking off time.

This blog is a diary of my journey in to new territory: the cinema, a new state of the art venue, a new group of young people entrusted with giving the customer the highest quality experience and the success of the company’s reputation in the town. It’s an adventure for everyone and it’s not going to plan – even before the cinema has opened.