As a former consultant, I felt this author had been reading my mail. I hope my post is worth your effort to read it.
A recent gaming publication told this story: The wise 50-year Veteran pit-boss reminds the relatively inexperienced Dealer that every dollar in her/his paycheck had to be pulled out of a gamblerís pocket, placed on a table or in a machine, wagered ... and LOST ... before it went home to the Dealer's family. He asks the Dealer how that made her/him feel, and the Dealer replied, "Not so good." The Vet told the Dealer not to worry because everybody confronts losses now and then, even if it's only playing a game of Monopoly. "Here's the real question," the Vet continued. "What are you giving back to that player in exchange for the money that finds its way into your paycheck?"
The author answered you give every player an experience that enriches their lives.
Here's why I mention this on WoV: We all keep seeing the posts about how so many casinos appear on a quest to nickel-and-dime all patrons everywhere they turn for everything they do. I recall a post not long ago where the WoV member wondered when casinos would start charging a fee to use the rest rooms.
And, conversely, we've probably all had the "enriching experience" that makes a visit special. When that doesn't happen, I think casinos need to be reminded that the only thing you expect from them is that nebulous "enriching experience," and how they let you down in failing to provide it. Whatever "it" is, from parking when you first arrive to your final departure.
So, I'm going to start doing it following my gaming excursions. I long ago stopped answering the never-ending 20-page electronic surveys. I intend to mail -- old-fashioned USPS mail -- a short note on my personal stationary. Just one short paragraph (or else the Casino Director won't read it). Maybe including reference to Steve's article. Putting them on notice that I notice. Whether good or bad, but especially if bad. Polite, but to the point. I know from my own consulting experience that things like this get mentioned at the next staff meeting.
As I reflect on how many WoV posts complain about these issues where members gamble, I wonder if others doing this will have an impact where they play. Maybe, and maybe not. I'll share any interesting responses, and I hope others do also. (APs are automatically excused.)
As I reflect on how many WoV posts complain about these issues where members gamble, I wonder if others doing this will have an impact where they play. Maybe, and maybe not. I'll share any interesting responses, and I hope others do also.
wait just a darn minute
(APs are automatically excused.)
wait just a darn minute
I fill that stuff out a half dozen times a year. Wrote a book of a comment card just last week. Couldn't agree more that it's worth the effort. I get calls following up.
I will say that it's usually an exceptional employee or customer service experience that prompts me to write.
And I also know that most of them, if you name particular employees for good jobs, give them that feedback, sometimes as bonuses or other valuable records.