For months, my wife and I and our friends have been looking forward to the annual Christmas show, the “Holiday Pops” of the Boston Symphony Orchestra (BSO). We’re regular attendees of the Boston Pops, because we enjoy their music and they always put on a good show. We’ve been to over a dozen shows in the past few years, and have never had a negative experience or bad thing to say about them.
Until Saturday night.
The live performance we attended was telecast on PBS that evening and we had seats with two of our friends on the floor. The floor seating at Symphony Hall is unlike most orchestra seating — it’s cafe-style, with tables, folding chairs and food and beverage service. It’s usually a festive atmosphere, with families and people dressed-up for a special evening. However, as soon as the orchestra starts playing, people quiet down and respectfully listen. Sure, there’s the occasional whispering or quiet conversation that occurs, but most people understand that everyone is there for the music.
Except the drunk group next to us.
They came in a half-hour late and were seated in-between two musical numbers. Apparently the front of house staff could care less about seating an obviously drunk and disorderly group of 5 people. As soon as they were seated, they continued their conversation they were having. Over the music. In fact, throughout the next 40 minutes until intermission, their conversations continued on, non-stop. Sometimes they even tried to speak over the music so others in their party could hear.
Before intermission, my wife turned to them and asked if they could please be quiet, as we couldn’t hear the music over their talking. One woman, the alcohol fumes spewing from her mouth, said, “No, why don’t you mind your own business?” A small argument ensued and it became quickly apparent they were too drunk to care or change their behavior.
Fine.
At intermission, we contacted Sid Guidicianne, Boston Symphony Hall’s long-time House Manager. We explained the situation to him, that this group of people were talking over the music and were inebriated and didn’t care. He came over to their table and spoke with them. Instead of a stern warning or such, though, he actually stood there laughing and joking with them. From what we could tell, they basically said, “Hey, we’re not causing any problems, we’re just having a good time.” His response was apparently, “Okay, have fun!”
After intermission and the useless exchange with Guidicianne, the group got progressively worse. They threatened to throw wine on my wife, and kept up their narrative about the show, about whatever it was that amused them, etc. through the entire second half. During quiet numbers, they made jokes about others seated around them or the conductor, Federico Cortese. My wife was in tears at the end of the performance because of this group’s inappropriate behavior and the BSO’s indifferent response to our plight.
Others seated around them shot nasty looks, but nobody wanted to cause any more trouble, especially after seeing the lack of any positive results from the house manager “intervention.” In fact, after seeing the situation deteriorate even further after intermission, most patrons just “grinned and bared” it. I guess we were supposed to too.
Today, we called the Boston Symphony Orchestra (BSO) to complain about the drunken group of people next to us, and about the House Manager’s complete indifferent and flaccid response. We simply wanted a refund, as the performance was very much ruined by this group. Randie Harmon, the BSO’s manager of customer service, had this to say after talking to Guidicianne:
“I apologize for the difficulty you had at the Holiday Pops Concert. However our Front of House Manager and near by [sic] Ushers asked other patrons in your area if those patrons had been rude and everyone said no. [...] If you would like to report these patrons to the Boston Police you are encouraged to do so.”
Basically, Ms. Harmon is calling both my wife and I liars. Everyone, and I mean everyone, seated around this group was upset. Two people at two different tables talked to us about the group and the situation. And if other ushers spoke to these patrons, we never saw it. The only person we saw who spoke to anyone was Guidicianne, and he only spoke to the drunk group once after we had complained. Apparently as far as the BSO is concerned, people who are disruptive and drunk are more than welcome to come to their events.
What the hell are the Boston Police going to do about a drunk group of adults at a symphony orchestra event two days ago? What a completely ridiculous suggestion.
Now, don’t get me wrong… My wife and I and our friends enjoy having a good time as much as the next person. We think it’s fun to hang out and talk and drink and be merry. But when you go to a show, you’re there first and foremost to listen to and enjoy the show. If you’re so drunk that the show just becomes background music and you’re oblivious to the disruption you’re causing to others around you, then you shouldn’t bother. Go to a bar or a rock concert or somebody’s house. Don’t go to the symphony just to make fun of the conductor or others around you.
As it is, we’ll not be attending any more Boston Symphony Orchestra (BSO) events any time soon. Perhaps others should boycott the BSO as well until they get their priorities straight about seating and allowing people who are drunk to ruin dozens of other patrons’ evenings.
(16 votes, average: 4.06 out of 5)
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20 Comments to
“The Boston Pops and BSO Don’t Care If You’re Happy or Sad”
How awful! I totally agree, loud drunk people shouldn’t be tolerated in that atmosphere. I’m sorry the management were so unhelpful. I wonder how the musicians felt?
Wow, that’s sad. I’ve been to many BSO concerts and have noticed this seems to be an increasing problem with them. This might explain this brawl that took place in May too –
I don’t understand why people go to the symphony only to spend much of their time talking! And how come the BSO isn’t doing more to put a stop to this rude behavior?
That is very disturbing and I am greatly sorry for your awful experience. You would think that the management of the BSO would take more pride in their jobs and what they are working for to insure that their customers no matter who received the best experience and were able to enjoy the show.
I agree I enjoy going out and having fun with friends and having a few drinks but it is important to always be in control of yourself and if that is what you are going out to do; that is what they make night clubs for or restaurants.
I sound like my grandfather, but it seems to me that there is an increasing coarsening of society. Incidents of the type you describe are becoming all-too-common. See also:
http://query.nytimes.com/gst/fullpage.html?res=9C0DE6D7133DF933A15753C1A9649C8B63&fta=y
Kids these days, I tell ya.
I am sorry Mr. Grohol had such an unpleasant experience at the Pops. But as a long-time symphony goer, I have had just the opposite experience. I’ve always found Mr. Guidicianne to be a pleasant and effective manager. In the rare instances where problems have occurred, they’ve been dealt with quickly and professionally. I’ve found those in other departments to be prompt, courteous and effective as well. I’m sure Ms. Harmon is not calling you a liar. A bit of paranoia perhaps?
I don’t disagree that Guidicianne is indeed a very pleasant individual. But in terms of effectiveness, he had zero effect on this group (and, in fact, only made the situation worse). Neither he nor his ushers monitored the situation during the second half, either. I looked at the doors and behind us for some sign of someone keeping tabs on things, and nobody was. They just didn’t care.
As for the liar comment, I don’t know. If you tell someone about an unpleasant incident that occurred in their place of business and they say, “Well, nobody else was bothered by them,” when, indeed, other patrons we talked to were very much bothered by this group, that either sounds like they’re calling you a liar, or simply are repeating their own sugar-coated version of the events.
Needless to say, nobody wants to sit next to a group of drunken people talking over the music, no?
Mr. Grohol,
Are you sure you weren’t at a Bruins game instead of the Pops? Sounds like a terrible experience. They don’t even tolerate that behavior at hockey games any more!
I saw this in the Boston Globe today:
I’m sorry to hear this, Doc John. You would think people would still have a little civility at a place like Symphony Hall. It seems people are increasingly rude and inconsiderate of others. Why can’t we all be nicer to each other?!?!
This does not surprise me at all as the sense of all properness has left our society, it just makes me so sad. As a former musician who has played at Jordan Hall at the New England Conservatory, I will certainly think twice about attending another BSO event. I certainly would not want to bring my family and young children to witness something so horrible.
That is just awful, but it does not surprise me, sadly enough, it happens all the time. Drunks making problems, ruining it for everyone else around them, and those people around them don’t want to cause a fuss, so YOU seem like the weirdo who’s complaining. Not fair. I hope you get some answers to this. free tickets for future concert which is not serving alcohol that evening? seems fair to me!
I’m so sorry to hear about your horrible concert experience. What is this world coming to! Put down the booze and shut your god damn mouth - it’s a concert, not a bar. I had to ask someone to get off their cell phone in the library (they were sitting right in front of a sign that says “no cell phone use in library) and he gave me lip like I was disturbing him. Common courtesey is going by the wayside and that’s very upsetting. People think they own the world and can do anything they want without concern for others. I’m with you - don’t go to the BSO again. I can’t believe that they weren’t more efficient in silencing the problem or appeasing your complaint.
Just a quick update.
I left a voicemail for the manager of customer service on Dec. 17. Still no call-back from her (that was before we published this story).
My wife’s letter to the editor was published in today’s Boston Globe.
We have it on good authority that people within the BSO have seen this entry, and yet still no attempt to reach out to us. Disappointing to say the least.
The difference between good organizations and great ones is simple: good organizations listen to your complaint; great organizations listen, respond, and resolve.
Merry Christmas everyone, and thank you very much for your outpouring of support!!
I am too far away to be able to add anything specific on this sad incident. However
I am surprised that more people do not recognize the depths to which our society is breaking down. Manners are virtually unheard of in the younger generations. Drugs and alcohol are increasingly used as a panacea by the disillusioned looking for real meaning in a superficial world. These kinds of very unfortunate incidents will continue to multiply in number, frequency and venue until people finally wake up and realize that the only thing that counts in this life is how well we treat and much we love one another. Nothing, literally nothing, else matters. It is particularly sad when a whole organization loses sight of its purpose.
We would be livid about spending $400 and being dissed by the management. Apart from being bad pr for the Pops if word gets around, a cultural organization should be much more responsive to the experiences of its patrons - after all - they can choose to come back or not. Most museums and performing organizations have a policy of throwing out people who are displaying drunk and disorderly conduct! Not only is it rude to other patrons, it’s a liability issue too. I’d send a letter to the chairman of their board of trustees! Feel free to include this note.
As soon as I read of the House Manager’s interaction with the drunken patrons I wondered if they were large donors to the BSO. Perhaps just season ticket holders to the Pops? The whole response strikes me as a circling of the wagons.
I would ask the BSO for the names of those people and tell them you intend to go forward and press charges and that the police will be asking for the names and contact numbers of the patrons around you. I would then 1) press charges and 2) check their names against the donors roll for the BSO. I would also consider suing the BSO to get my money back. They are relying on your not acting to support their egregious actions.
Whatever you decide, enjoy this time of the solstice and know that at least in planetary terms things are getting brighter.
Standards are certainly declining. The BSO management ought to reassess their handling of the situation.
I think it can be difficult for staff when the problem in question are people who’s parents or family are large donors to the Symphonies. This group could be from people who happen to be large financial supporters or their company is a large sponsor of different events. It makes it a touchy subject for the poor staff member who is stuck between agreeing with the upset patron and what could happen if he or she angered a contributing patron. They’d be hearing about it from the Director all the way through Marketing. I feel sorry for the staff at theses kind of events. It’s bad for anyone who is forced to deal with a drinking situation, and no, considering that it is non-profit, the staff is probably not compensated well. Many of the usher and staff are also often only volunteers. Do you want to really take on a drunk group of people when you are volunteering … ?
I agree there is a problem with rude people at every event one might attend, but don’t you think that by boycotting the BSO is cutting off one’s nose to spite one’s face?
Oh, Thanks! Really funny. Big ups!
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Last reviewed: By John M. Grohol, Psy.D. on 17 Dec 2007
