YOT 72 - SMG being the good guy

Last week, as you may, or may not have any idea, I wrong a letter to Studio Movie Grill in Spring Valley about some of the compliments and complaints I had with my first ever visit there.
Didn't read it but want to?  Forgot all about it?  Here it is: Original Letter to SMG Spring Valley

Well, I have to admit, that the Assistant General Manager, Tim Pittman, seems to be a great guy that cares about his theater.  Here is his response:

I appreciate that you took the time to give us feedback on your experience.  I apologize, however, that it did not measure up to the standards that Studio Movie Grill has been known for.

We pride ourselves in delivering a great experience with quality food, excellent service, a clean store and a friendly smiling staff.  I see from your email that we did not provide that for you. The management staff is currently reviewing how to have the bathrooms continuously clean even during high volume time periods.  We currently have a staff member assigned to check every 15 minutes however I believe we may need to simply place someone in there always.  I am embarrassed that staff members were not more helpful to you and more pleasant. 

In regards the tables, these are almost exactly the same tables that are in the VIP rows of certain theaters in Arlington location.  The only difference is that placement of the light box.  I prefer the ones at Arlington also.  We are currently looking at newer table designs to better accommodate our guests here at Spring Valley.  I apologize that they caused such a difficult time for you and your family.

Please give us another chance to show you the true SMG experience.

He also is giving me four free tickets to use to give him another chance.  You bet I will do that, Tim!

So many times, we (you, me, everyone) mentions concerns or issues with management and they really just don't care.  I mean, many times they OBVIOUSLY don't care.  Other times you just get that vibe and expect nothing to change.  But, sometimes you get those people that seem to love their job, love their customers, and honestly want to be proud of their business and want you happy.  Tim Pittman is one of those guys and I believe Studio Movie Grill is one of those places.  

I am thankful when someone, especially a  business owner / representative, cares enough to acknowledge an issue, apologize, and think about ways to correct them.  Even without the ticket offer, this would have been an excellent email that made me want to visit again.  There were many good things about this place and none of the bad things ruined my night with Omega - all of which I mentioned in my email to him.

Tim, I will not say no to your ticket offer!  Please know that while it was absolutely not necessary  it is very much appreciated but not as much as your amazing attitude and response.  Thank you!