MGM Players Club complaint letter

Managers are managers for a reason.

You'd expect rudeness from hourly employees making $7 an hour.


Who knows exactly how the conversation went between these two but the manager should know better than to treat the customer the way he did, if in fact he was rude to the customer.

Personally, although I am a "Low Roller" in the casino, I do spend a lot of time in the Poker Rooms in live games. The casino earns money by charging me "rent" for my poker seat. And I've been known to sit in a game for 30+ hours. That rent usually equates to more than $10.00 /hour, and usually is a lot more. Closer to $15.00-16.00 /hour for the stakes I prefer.

I may also put a small amount of time at 'small' stakes in the VP, slots, or a table game for entertainment purposes, boredom, thirst, or other reasons. But, essentially, I am a low roller and poker player. I have a +EV at live poker, and usually pay all my expenses plus some profit on my casino outings. I keep a journal with results going back to the early 80's, for every poker session I've played, so I know what to expect.

Yet I always seek a host when visiting a casino for the first time. Always. And usually with the first hour of my visit. I'll introduce myself, get their card, chat, try to make a friend, and explain what my action in their place may be worth. I'm just trying to make a friend, who coincidentally has "power of the pencil". I usually seek out "MY" host on any return "just to say hello", even if it's the next day.

I consider this to be part of my "job", which I consider as a "Casino Hoe" privately, "Poker Player" publically.

If I see the host later on the floor, etc, I'll go out of my way to be friendly and greet them. And often I'll ask if there's anything they can do to 'help' me for my next visit. Or ask for a buffett. And guess what, this almost always works and I get a lot of 'unearned' buffetts, etc.

And if - when I has an issue with someone, which I seriously try to avoid, I will immediately ask that person to please call "MY host, <insert host name here>"

Well, long story short, if it's reasonable, the issue is usually immediately resolved.

Kinda reminds me of a little "joke":

A successful businessman flew to Vegas for the weekend to gamble.
He lost the shirt off his back, and had nothing left but a
quarter and the second half of his round trip ticket. If he could
just get to the airport he could get himself home.

So he went out to the front of the casino where there was a cab
waiting. He got in and explained his situation to the cabbie.

He promised to send the driver money from home, he offered him
his credit card numbers, his drivers license number, his address,
etc. but to no avail. The cabbie said;

"If you don't have fifteen dollars, get the hell out of my cab!"

So the businessman was forced to hitchhike to the airport and was
barely in time to catch his flight.

One year later the businessman, having worked long and hard to
regain his financial success, returned to Vegas and this time he
won big. Feeling pretty good about himself, he went out to the
front of the casino to get a cab ride back to the airport. Well
who should he see out there, at the end of a long line of cabs,
but his old buddy who had refused to give him a ride when he was
down on his luck. The businessman thought for a moment about how
he could make the guy pay for his lack of charity, and he hit on
a plan.

The cabbie recognized the businessman and watched as he got into
the first cab in the line. After a short conversation the driver
became very agitated and screamed"

"Get the hell out of my cab!!"

The businessman got into the next cab, had another short
conversation and was again told, "Get the hell out of my cab!"

The businessman got into the back of each cab in the long line
with the same result. When he got to his old friend at the back
of the line, he got in and asked "How much for a ride to the
airport?"

The cabbie replied, "fifteen bucks, and I bet you don't have any
money right?"

The businessman said, "I have plenty of money" and flashed a wad
of bills, "Drive on"

As they drove slowly past the line of cabs the businessman smiled
as he gave the other cabbies the thumbs up sign.

"I don't get it," said the driver, "why did the rest of the
guys scream at you to get out of their cabs?"

"I asked them if they'd give me a blow job for an extra $15"

I get a kick out of people that say I was whining or people who are saying nasty things about me. Get a life people honestly...I just ask what you thought about things and you don't have to go overboard. You act like a wrote a letter to your mom or something....I guess it's best to say nothing and let someone else get treated the same. Think what you want. Some people that post on these boards act like they are a judge and what they say is the law. Some of you act just like the Player's Club manager. Thanks for all the support from others it's much appreciated!

Brad

Some people just LOVE to keep proving the fact that the "Customer is always right" or at least they should always be right, even if they are way wrong.

That shouldn't give everyone the right to treat these customer service reps and their managers like they are pieces of shit.

As was stated above...we don't know "exactly" how this exchange really went down, and obviously, if this original poster had said other harsh things that he probably shouldn't have, he would probably have left them out of his post, for apparent reasons.

People who work in customer service are humans too. They have feelings, they have bad days, they don't make too much money, and they have to deal with some real scums, who try to pull fast ones on them all day long.

Bottom line is...if the person in question is doing their job, to the best of his/her ability, and its close to the end of their very long day, why can't you just cut them some slack?

Its not their fault that 30 other bozos like yourself happened to form a line at the same time that you wanted to go to the rewards center.

If you want to blame anyone...blame yourself for not getting into the line earlier, or blame the 30 other people in line because they are in your way...can't they see that you are a celebrity and demand immediate attention? How dare they make you wait in line behind them!?

My motto is treat your customer service person like you would like to be treated yourself. These people are humans, and maybe we're just not smart enough to get a real career type job like yourself. We have to resort to these types of jobs.

This country needs folks like that...who else is going to cook your fuckin double cheese burger, or make your stupid coffee for you?

Treat us with respect, and keep your snide comments to yourself!!

--Rizzo

Excellent post, Rizzo! Thank you.

LOL At this one...

Nicely put!

--Rizzo

Where's the Rewards Center line form? Nevermind, I see.

I have worked with the public for many years. It is interesting to see the two side's of this and their opposite points of view. Here's what I share with every individual that I manage in a customer service position...
"People will tell you the customer is always right. That is incorrect. No one is always right. But our customers do have the right to be "wrong with dignity"."

By rhousedj's original account, the supervisor handled this situation perfectly. Perfectly wrong. They should have nicely explained the situation and alleviated the tension. Instead, they made the decision to take it personally and piss you off. Your letter was written well and I hope you get your comps back.

I'm totally on your side Brad. Furthermore I think there are posters here who clearly worship at the alter of the big casino companies. To them, criticizing an MGM property or a Harrah's property or even a Station property is heresy. They all think YOU could have done something different- well excuse me but as the customer you either get treated right or you move on to a different place. If I felt truly dissed by MGM, I would avoid every one of their casinos- you don't owe them anything!