Customer Disservice

I work in the Casino Industry in Las Vegas. Just got an email from a friend who works at a major strip property telling me about all the layoffs.

Businesses panic in times of recession but one has to ask oneself, is laying people off really for the greater, and long run, good? What will make one casino stand out from another in a time when there are less players to fight over? A. The company that has better deals and B, (and maybe B. should be A.) Customer service.

Granted smaller companies may not be able to make their payroll these days, and laying people off may be their only chance of survival.

I am an Embarq customer. Have been for some time. I also have dish network. Wondering if a switch to something else will save me money. Perhaps Cox Cable though I've never cared for their advertising practices. If I should switch my TV service, perhaps I could get the best deal by switching my high speed internet as well. But last week I had a problem with my DSL. It took just a phone call to get it resolved, Embarq made some changes, got me back online and promptly sent me a new modem. A small mention of this in my blog led to a comment by an Embarq customer service rep, letting me know to contact them if there is any problem. Then, an Embarq guy started following me on Twitter, also telling me to let them know if there is any problem. And you know what? As a result, I will not even consider leaving Embarq. Why? CUSTOMER SERVICE!

I was working in a large poker room of one of the largest casino companies. A customer was trying to get through on the phone, to the front desk to see if his room was ready. Not having any luck I offered to call the Diamond Lounge to see if they could find out (that is the lounge for higher limit players.) I could not get through either. The man said “this is ridiculous, I’m never staying here again, I’ll stay at the Wynn.” So this major company saved, say $8 an hour on an extra employee at the desk or lounge, but lost a big player. Now this company shoves the customer service concept down it’s employees throats like I’ve never seen anywhere else, but doesn’t provide the manpower to achieve it.

Eventually, things will get better, but the customer who did not receive the service they deserve, will already be gone and comfy in the place that treated them properly. And they will not come back.


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