MGM Players Club complaint letter

You are a small fish in Vegas and made a big deal when you could not get special favors. Get over it. I very rarely get rude service in Vegas. It is you!

I really do disagree with most of the replies here. I do think the casino employees at MGM Grand in Vegas underperform when it comes to customer service.

Kill'em with Kindness Brad.

So basically, you were cheesed off because there were so many people in line....and that they closed the rewards center at the time that their posted hours indicated that they would be closed by, and they didn't re-open as a special favor to you. Sound about right?

There are cut backs going on everywhere...the manager was probably FORCED to make due with the limited number of staff that he had. His hands were tied in that aspect.

What did you expect him to do....tell 20 people standing in line to go take a hike, so you could be next in line??

Then when you came back, after they were already closed, and you had already made that snide comment, you were expecting him to do a favor for you?

Complain if you feel you have to...

Some people it seems, feel that complaining to managers about silly things like long lines and the hours that places close at, in hopes to try to get something for nothing is normal. You might get something...who knows...

Its a sad state of affairs.


Good luck to you and don't ever bring your car to my valet!! LOL


--Rizzo

Have to agree with El Rizzo today.

The customer is right — even if he's grumpy By Greg Kratz

A couple of weeks ago, I shared some thoughts from a retail worker who was urging people to do their part to ensure good customer service. I liked his suggestions that consumers should try to be kind, patient and more prepared for their shopping experiences. But I can't resist wading back into this topic, based on some new reader responses.

Wayne sent an e-mail to say he has been in retail for 33 years, 15 of them as a small-business owner. He says he is concerned about customers not only when they are in his store, but also in the future. "If that means staying late to help a 'five minutes before closing' customer, or probing a little to help the one who hasn't researched their purchase, then that's what I'll do, and it's what I expect my employees to do as well," Wayne wrote. "After all, my employees represent my business. "You don't have to be a mind reader to help a customer. I want my customers to come because of our expertise. ... In a retail environment, where competition is intense, customer service is the one thing that can set you apart from your competitors and bring them back again."

That is absolutely true — as is the reverse. There are several retailers who will never see me darken their doors again, not because their products aren't good, but simply due to lousy service.

Wayne goes on to say that even an ill-tempered customer should be met with a smile. "Not everyone shares the same temperament, and most everyone gets moody from time to time," Wayne wrote. "In my opinion, a good retailer is the one who can look beyond the cranky customer's behavior and help them with their needs. It may not be easy but is certainly necessary if you want to have enduring success. "But really this is about more than business. There will always be rude behavior and people who rub you the wrong way. Customer service is just another aspect of life service. Successful people are those who treat others fairly regardless of how that person treats them. Difficult? Yes, but essential to a well-lived life or a well-run business."

"10-4, Roger, Over-and-out."

I think it's a good letter, and I think casino personnel should be able to handle a little temper, which is what, "This casino sucks," is. The manager totally over-reacted.

OTOH: If you're trying to get stuff, as Sue Casey points out, a little temper does not work. So you over-reacted, too, eliminating your chance of getting stuff from this guy.

The difference is: It's his job and your vacation. The expectations from him should be higher.

In the final analysis, however, as several people have stated or hinted at, if a joint sucks -- let's see, it's huge, it has a zillion customers, it doesn't really care about any but the top 1 percent, it has generally impassive employees -- you shouldn't be surprised. MGM is the last place a lot of people on these boards would ever go.

Sometimes we act like big babies. Remember this one, "I'm not going to be your friend anymore." Or how about this one, "I'm telling!" Some among us need to grow up and you can't always get things your way.

It's not the situation at MGM that bothers me, it's the fact you ended up staying at a Harrah's property!