beachbumbabs
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beachbumbabs
Joined: May 21, 2013
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February 15th, 2014 at 1:18:38 PM permalink
Quote: TomGNAC

I was shocked when a customer told me she tried the Nugget when she saw a post on Wizard of Odds condemning me.... I was curious so I had to check it out. I always appreciate everyone's opinion and feedback. If anyone knew me on this site, you would know that I am far from being arrogant. I run a business, just like many if you here, and my primary concern is protecting our customers. You can see further detail on our Facebook, but I wanted to offer a simple explanation. Our Chairman's Club has limited capacity like any other club in AC. To add over 6,000 trade-ups into the mix over a matter of 2 weeks simply was not fair to our customers who had earned their status over the course of a year. They were being run out if the club by customers who had no intent of being a customer, not just gaming, but were more interested in loading up bags and pockets without any regard or respect for the property, or other people in the Club. Imagine yourself in whatever business you are involved in, and a similar situation occurs where a very small group is having a negative impact on the rest of your guests. To react immediately, we did identify people who had multiple visits to the Chairman's Club with very limited, and in most cases, no activity. Am immediate action to protect existing customers was to downgrade level so they could no longer use the Club. The rules listed at our Club, and any other Club anywhere, clearly states that we reserve all rights to remove or revoke offers for any reason what so ever. This is not how I like to operate my business - it was an immediate action to show customers I was not taking their concerns lightly. We have since implemented a procedure for customers who might have a lower level of play so that they can still use the club. First, nobody will be downgraded. Those that were in the interim have all been reinstated to their original trade up tier. Some customers may be required to earn 25 tier points and print a voucher from the kiosk prior to entering the club. They will still receive the higher amount of comps and cash back with their higher tier, and they will still be able to use the club. The play requirement for a certain level simply protects the integrity of the club and our customers who have earned the right to use it. Every customer is important to us whether they gamble or not - that is not what this is about. For anyone who would like to discuss further, or maybe provide additional feedback, I can always be contacted at TPohlman@gnacm.com. Thank You. Tom Pohlman



Very cool that you came on here to discuss this, Tom. Thanks.
If the House lost every hand, they wouldn't deal the game.
JohnnyQ
JohnnyQ
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February 15th, 2014 at 2:01:07 PM permalink
Quote: beachbumbabs

Very cool that you came on here to discuss this, Tom. Thanks.



Absolutely !

It never hurts to hear another perspective, in particular from someone in the middle of it. I am afraid I am more used to constructive suggestions or observations falling on deaf ears AND without even the courtesy of a response. So thanks and welcome to the site.

If I ever make it up to AC, and I hope to some day, I'll check-out the GN based on Mr. Pohlman's participation on this forum. No club worries with me, though, I am a low roller.
All around me are familiar faces / Worn out places, worn out faces / Bright and early for their daily races / Going nowhere, going nowhere - https://www.youtube.com/watch?v=kdCLnwIkkps
Mission146
Mission146
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February 15th, 2014 at 2:31:50 PM permalink
Quote: TomGNAC

Not poorly thought out but rushed due to the short notice we had about Atlantic Club closing. In addition, I made the decision to offer it to any customer, not just customers of Atlantic Club. That is on me, and not my team, and I believe we are now at a place where the volumes can be dealt with.



As a manager, it takes a great deal of courage to admit to a mistake like that and put all of the blame squarely on your own shoulders. I can't speak for the Forum, but you certainly have my respect.
Vultures can't be choosers.
strictlyAP
strictlyAP
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February 15th, 2014 at 2:34:56 PM permalink
yes I completely agree and with all due respect to the original poster I think he was just going and taking free money which clearly they were not ok with, maybe it could have been handled better but all in all owning up is great and much appreciated that he came into the forum
The bet will not be paid- not now not ever
onenickelmiracle
onenickelmiracle
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February 15th, 2014 at 2:43:34 PM permalink
Quote: strictlyAP

yes I completely agree and with all due respect to the original poster I think he was just going and taking free money which clearly they were not ok with, maybe it could have been handled better but all in all owning up is great and much appreciated that he came into the forum

I'm not the original poster in regards to any dealing with Golden Nugget and have had no problems personally playing there or with their promotions. Really I did like the place.
In the land of the blind, the man with one eye is the care taker. Hold my beer.
strictlyAP
strictlyAP
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February 15th, 2014 at 2:45:39 PM permalink
my bad for the confusion
The bet will not be paid- not now not ever
onenickelmiracle
onenickelmiracle
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February 15th, 2014 at 4:05:44 PM permalink
Quote: TomGNAC

I am sorry that you think I am arrogant - that is the furthest from the truth. I do believe in telling it how I see it - which I have learned customers respect. The only thing I ever promise to anyone is an honest explanation and answer to any question. As far as disclosing personal information regarding posts - that is simply untrue. If you look at the post I shared, it didn't have the persons name - I kept that out if it and used the post to start a dialog. As for you saying I personally insulted you a few times, I am not sure who you are, but that is never my intent. If my responses insulted you, for that I apologize. If you have time, you could email me at TPohlman@gnacm.com so that You can share the circumstances and I can provide a true apology if I did infant insult you. Thank You. Tom Pohlman

You've already made progress admitting fault for the promotion and making reasonable changes without blaming customers. When you speak of customers with disdain, it's creating unnecessary doubt the company feels the same about their patrons.

Think about what you're saying about people stealing trinkets of food and the assumption they are bad customers. Obviously they produced thousands for another company and can't be labeled nuisances. They are the people whom can teach you more than your most guaranteed losers. Treat them like gold and see what you can learn from them. They know more about casinos than you might think. Find out why they're spending somewhere else, but not with you. Perhaps do focus groups with them in other words. I just had the impression you were throwing out the baby with the bath water.
As far as communicating on Facebook, you probably need some training on diplomacy and it's probably just a weakness you've not had to sharpen staring at people from a monitor. The thing I would guess is the people saying they like the brash manner won't actually be influenced to play, but the people who don't like it will-negative expectation.

Edited: conciseness, clarity.
In the land of the blind, the man with one eye is the care taker. Hold my beer.
djatc
djatc
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February 16th, 2014 at 12:08:09 AM permalink
Quote: onenickelmiracle

You've already made progress admitting fault for the promotion and making reasonable changes without blaming customers. When you speak of customers with disdain, it's creating unnecessary doubt the company feels the same about their patrons.

Think about what you're saying about people stealing trinkets of food and the assumption they are bad customers. Obviously they produced thousands for another company and can't be labeled nuisances. They are the people whom can teach you more than your most guaranteed losers. Treat them like gold and see what you can learn from them. They know more about casinos than you might think. Find out why they're spending somewhere else, but not with you. Perhaps do focus groups with them in other words. I just had the impression you were throwing out the baby with the bath water.
As far as communicating on Facebook, you probably need some training on diplomacy and it's probably just a weakness you've not had to sharpen staring at people from a monitor. The thing I would guess is the people saying they like the brash manner won't actually be influenced to play, but the people who don't like it will-negative expectation.

Edited: conciseness, clarity.



I agree with this. For someone to be able to tier match, they would have had to obtain status from somewhere else, therefore you know they are potential customers who can fade the action. How do you get their gambling dollars to the Nugget, better yet how do you transplant their home casino to yours? While I can't say about GN AC since I've never been, but the one in downtown is pretty damn big, and is the benchmark for all downtown properties. It's got lots of tables, bac (only the D has it as well but people have complained about the noise level), and high limit slots unseen anywhere else in downtown. If I were a casual gambler I would love to stay and play at GN downtown just because it seems more "refined" to me then other properties around the area.
"Man Babes" #AxelFabulous
bigplayer
bigplayer
Joined: Nov 19, 2012
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February 16th, 2014 at 5:17:49 AM permalink
Quote: onenickelmiracle

He says they've pulled cards from people who tier matched who are opportunitists. From disclosing personal messages to insulting me two or three times, he's one arrogant SOB.



The comments are hilarious. I've never seen such an unprofessional display from someone in top management. Tom is the VP/GM of the Golden Nugget AC. One commenter said it perfectly:

"Get out of town Tom. You must be drunk as a skunk to be so ridiculous. Revel is irrelevant in our conversation. Opportunists don't exist without opportunity and the person creating the opportunity is solely to blame for creating the opportunist. "

another said

"Tom, why should I come to your property? Reposting a concern from what could have been a loyal customer is nothing but low class. How does this help? Your posts make someone feel like they will be held hostage to play at your property or get out. While I am a premium label from your competitor across the road, I've never felt like that, even on days when I'd play very little. I'd be scared you would kick me out! And to take someone's card away? What are we in kindergarten? I suggest you get your marketing manager to revoke your Facebook administrator privilege before you make your situation worse. Good luck on getting people to come and lose the house!"
sodawater
sodawater
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March 8th, 2014 at 6:11:22 PM permalink
Lol golden nugget AC "the revel of the marina"

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