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45+ (Baby Boomers) VIP question

Discussion in 'Online Casinos' started by AussieDave, Jan 5, 2009.

    Jan 5, 2009
  1. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Hi,

    Having experience being a VIP at both a land based casino and online casinos, I wanted to ask if my (45+ age group) peers think my expectations relating to the service level by a VIP manager at online casino are unreasonable.

    Example # 1:
    VIP manager (online casino - age 27) contacts me on a Sunday night via email, wants to phone me. Asks if it's ok to do so and what time would be convenient. I respond with a time and received another email saying I'll call you soon.

    After waiting 2 hours and no phone call, receive another email saying they've decided to call tomorrow at the office.

    I respond that that's not good enough, followed with a few other choice opinions. (all civil).

    I'm told I'm being unreasonable and basically being ridiculous. Ending with it's only a phone call.

    Example # 2:
    Receive an email from VIP manager (same person as above) who promises to send me a document (on a given day), an issued raised that's connect to deposited money. This document had been promised to be sent on two previous dates but both promises were broken.

    Document again does not arrive. After being feed what I can only surmise as further excuses, and stall tactics, I'm even more upset and can't believe the responses I'm receiving from someone who is supposed to be a VIP manager.

    Example # 3:
    Decide to send email explaining exactly why I am upset.

    After a couple of to and fro email exchanges, I start to realise that this person has little or no concept of where my values lay.

    Feedback Question?
    I would assume that the majority of VIP clients of an online casino are in the 45+ age group. People in this age group are more likely to have a larger amount of disposable income.

    Given this observation, people in my generation (baby boomers) were generally raised with different values to what the "Y" generation were for example. Be this as it may, is it unreasonable for me to expect (given I'm a VIP) that a VIP manager should at least have some concept as to the general expectations, etiquettes and other values normally associated to people in my age group and to act accordingly?


    Cheers
    T
     
    3 people like this.
  2. Jan 5, 2009
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Trezz,

    You could be right about the 45+ thing but then there is an equal chance of having met a very laid-back manager as you are talking of the same person throughout. Think no more about this guy and take your money elsewhere. You must try to accustom yourself to the fact that there are very many poor managers around.

    For the best customer service, play at 32RED. If you have a liking for RTG, try the Rushmore Group or Jackpot capital
     
    3 people like this.
  4. Jan 5, 2009
  5. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Hi chuchu,

    Wise words :thumbsup:

    Unfortunately it's an ongoing issue that still needs to be resolved, that does involve more than a couple of hundred bucks. If it was just a pittance, then I'd certainly walk away.

    I agree 32red are tops :notworthy

    After some brief dealings with Pat over Christmas, I've never ever found anyone that treats people like Pat does. Without doubt his unsurpassed friendly & professional manners totally blew me away!

    Not to mention the cash out he arranged on Christmas eve for me.

    Pat of 32red is a true gentleman.


    Cheers
    T
     
  6. Jan 5, 2009
  7. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I think Chuchu is right - it's not so much a generational decline in business ethics and courtesy as an unfortunate encounter with one of the many piss-poor "managers" that seem to be so abundant in online gambling.

    This sort of employee can do so much harm to a company, or a helluva lot of good, as many players have noted in positive interactions with guys like Pat at 32Red and many other well-run operations that hire on merit rather than the peanuts and monkeys business model!

    The pity of it is that this sort of ill-mannered and business-challenged cretin probably gets away with his/her unacceptable attitude enough times to encourage him/her to continue in this way.

    It's the sort of situation where access to the general manager or better yet the owner of the establishment could result in the culprit either disappearing entirely or experiencing an enforced epiphany that makes him or her fly right in future.

    Unfortunately, access to the top levels of management and/or ownership are usually not that easy.

    There's an old Scots saying appropriate to this VIP 'manager': "Get a job you like!"
     
    1 person likes this.
  8. Jan 5, 2009
  9. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    (I'll try not to go off on one of my rants:p)

    Customer service reps are the casinos' front line. The reps are who players talk to first and sometimes (unless you're a VIP) our ONLY personal contact with online casinos. The basics of customer service (regardless of the rep's age!) are easy to list -- remain courteous, listen/read the player's question and answer or offer to find out, return calls/emails promptly, etc. -- but (evidently) almost impossible to achieve.

    I've been playing online for years -- 7 or 8 I think -- and even though I'm familiar with the ins and outs of contacting CS, I'd rather poke myself in the eye with a stick than have to email or phone an online casino. 9 out of 10 times, a simple question is ignored or answered incorrectly, meaning further emails and/or phone calls are necessary, with me (the player) growing more frustrated with each email/phone call.

    It's simple really... treat players as customers, not as goo on your shoe or a biting gnat to be gotten rid of as soon as possible.

    There's more than one casino I've uninstalled over the years because of CS Snafus ... and I'm not that difficult to deal with -- really!

    As for VIP support.... They should be even more knowledgeable, personable, prompt and helpful. After all the casino DOES want that player to stick around.

    Next will come the discussion of how CS is overworked and underpaid, etc. However... that is not the players' fault! The casinos are at fault here, and something needs to be done, but blahblah blah blah.... we've heard it all before.

    I guess it did turn into something of a rant... sorry.... :oops:
     
    7 people like this.
  10. Jan 5, 2009
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I agree with everyone else; Baby boomer, VIP or lowest of low-roller - everyone should expect a basic minimum of service from people only to happy to relieve us of our money.
    If they promise to get back to you in a certain time, they should - no exceptions.

    C'mon Trezz - name & shame this casino!
    KK
     
    1 person likes this.
  12. Jan 6, 2009
  13. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    And the really sad (and even bad) thing about it is that these essentials have been drummed into operators over and over again in conference papers, professional publications, in private meetings etc etc etc ad nauseum.

    It should be a major focus for any management worthy of the title, and yet we still get too many incidents such as that typified by Trezz.

    :mad:
     
  14. Jan 6, 2009
  15. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    "VIP MANAGER" at 27? Get real. They wouldn't know their a$$ from a hole in the ground, when it comes to customer satisfaction.

    They should be in the role of VIP rep...in training for many years down the road when they can take over as VIP Manager....once the current one retires.
     
    1 person likes this.
  16. Jan 6, 2009
  17. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Nah....that's in the real world, Win - I'd guess from the reports we see so often that the average age is well under that for most of the VIP 'management'people LOL...and they've probably not had to undergo any apprenticeship beyond a spell in Support!
     
  18. Jan 6, 2009
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I think that what we think of as "being a VIP" is not the same as the casino's view. Many may well have a policy that pretty much EVERYBODY makes VIP after meeting very basic requirements. This means that you do NOT have the importance to your contact you think you have - "VIP manager at 27" seems to support this.

    Remember, it's all about inflated status, all the rage with job titles that are designed to make an employee sound REALLY important, yet they are not really.

    For example (made up, mind you)

    Inflated job title could be "Domestic Hygene Operative" (Cleaner) and "Domestic Hygene Manager" (Head Cleaner / Supervisor). The inflated part is not that cleaners are not important, but the title implies a level of academic achievement that is not warranted (nor needed) for the job.

    Another example is the "Restaurant Manager". VERY important if you are referring to some 5 star eatery with a top celebrity chef, but, the very same job title applies to every high street McDonalds:D It's a post seen as a STARTING point for an exit into "real" jobs, whereas in a top 5 star restaurant this would be a highly prized position and might be the end point in a career.
     
  20. Jan 6, 2009
  21. ether

    ether Banned User

    Occupation:
    Student
    Location:
    Europe
    vinylweatherman, you're spot on.
    There are even some casinos where they call you a VIP in their spam email - before you actually register your account.
     
  22. Jan 6, 2009
  23. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    I agree with Win here, there is absolutely no way in hell that someone that is only 27 years old has enough knowledge and gravitas about their self to understand our (babyboomers) generational needs and concerns. Something was lost in the transfer of responsibilities and consideration to this younger generation and how well they interact and show respect for their peers and certainly their elders.

    I have kids older than this and they were raised with all due respect and humility of their peers and elders but I know they too do certainly not have near enough life experiences under their belt yet that they could truly understand our generational needs and wants as VIP players. The only exception to this in my opinion would be if the VIP Manager had been raised or brought up in this business and trained by an elder family member or similar. Maybe a position as Rep but certainly not VIP Manager.
     
  24. Jan 6, 2009
  25. Avatar73

    Avatar73 Experienced Member

    Occupation:
    Pilot
    Location:
    UK
    well i think that is an appalling way for a "VIP" to be treated.

    and yes, anyone should be treated with respect. I had a big problem getting a cheque from one casino a while back, but at least they always remained courteous and calm and it all got sorted out after quite a few months. and they got a lot of respect from me for being professional about it, tho to be fair ive never played there again.

    and i reckon i could make quite a good VIP manager (im 23), if it was me i would just ensure people are treated how i would like to be treated. communication would be a key, replying as soon as possible, even if its only to ackowledge that the request is being dealt with. Then deal with it ASAP and keep updated. dont hassle players unnecessarily. give out good incentives at appropriate times - but remember a casino is a business, so either has to have reasonably safe terms, or they have to keep losing over a long period. effectively you are the jeeves to the customers wooster.

    feel free to tell me im too young and would be rubbish! :thumbsup:
     
    1 person likes this.
  26. Jan 7, 2009
  27. EasyRhino

    EasyRhino Dormant account

    Occupation:
    Analyst
    Location:
    San Diego
    Trezz, I don't see anything in your email to indicate any special generational requests on your part. You wanted support to deliver on expectations, that's not a big deal.

    And unless the task involved great wisdom, there's no reason a young'n couldn't perform it. I think you just got stuck with a douchebag employee.

    Fight for the cash, but there's no particular need to feel any loyalty to this casino. You can gamble in your underwear from a wide variety of places. Make your decision on what the casino can do to entice you, or which software you like the most.

    ... now go outside and yell at the neighbor kids to turn down that loud music and pull their pants up! :)
     
    2 people like this.
  28. Jan 7, 2009
  29. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Trezz, you may be a VIP, but you did not receive VIP treatment, or even the treatment that a low-roller like myself expects.

    By 27, you could reasonably have a decade or more experience dealing with the public, so I do not think this "manager's" age is the issue. His cavalier attitude, failure to reply when promised and provide service to a customer is the issue.

    At 27 I was working at the National Defence College, dealing with high-ranking officers from many countries, Ambassadors, and guest lecturers of national and international prominence. This followed almost a decade of experience as a legal secretary, dealing with clients from all walks of life, including many of extreme wealth.

    There are many fine young people capable of good work given proper training. Although I must admit I feel there is a general decline in the proper use of spelling and grammar.
     
    Last edited: Jan 7, 2009

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