Casinos & Customer Service

I saw this post at the 37signals blog the other day. They mention about 14 points about the casino experience – read them over. Do they look like customer friendly practices? Not really. Just think about some of the points that are made:

  • No clocks or windows? The only purpose is to trick the customer into forgetting about what time it is.
  • Intentionally poor navigation? Again, they are just trying to confuse customers into spending more money.
  • Noises and research. The casinos aren’t researching customer service – they are researching how to trick customers into staying in the casinos longer, spending more money, and giving them hope that they can win.
  • Convenience! This is both bad and good. Customers can get drinks when they want them, but the reason the casino is giving the customers the drinks is to get them to gamble more.
  • They reward loyal customers. This is a good thing from a customer service perspective, but they aren’t rewarding customers with the sole intent of “thanks for being a customer”, but “we like you, come spend more money!” This is what many companies secretly want with their customer loyalty programs, but with casinos, it is more apparent.

Casinos make a lot of money. These things obviously work, but from an ethical standpoint, they aren’t 100% right. The companies are trying to trick their customers into spending money – which isn’t right.

Casinos are themed after almost everything you can imagine, but why isn’t there one that focuses on customer service? They provide excellent customer service to high rollers, but what about to the average family or nickel slot player? Not so much. Some casinos are better than others, but rarely are casinos cited as amazing customer service organizations.

What are your thoughts about casinos and customer service?

3 Responses to “Casinos & Customer Service”

  1. Meikah Delid said:

    Oct 10, 06 at 2:45 am

    Doug, it’s sad that companies only care for their customers because of the money they’re bringing in to the business. This may be more obvious in casinos because they have captive customers who are deep into gambling. But I think many companies are like that. Some are just subtle about it. Nevertheless, it’s better than not being cared for in any way.

  2. Glenn Ross said:

    Oct 10, 06 at 4:54 pm

    Let the buyer beware!

  3. CustomersAreAlways said:

    Oct 10, 06 at 5:34 pm

    My Thoughts on Casinos and Customer Service…

    I think it’s a disservice to my online customers if I direct them to a website that could be financially disastrous….