SAMI’S SMACKDOWN By Sami Becker
THE GOLDEN RULE DOES NOT APPLY? Reader Baffled By Advice From An Article
A
casino employee, who also enjoys reading our magazine every month, recently reached out to me through email because she was baffled by advice she read from an article in another magazine and wanted my feedback. I was just as bewildered by the advice as she was, so I decided to print the employee’s email and see if any readers of my column wanted to offer further explanation, suggestions or comments. Just drop me a note at Sami@AzGamingGuide.com. Dear Sami, I really enjoy reading your column every month. I am a casino employee but I am also a player. My husband and I love to play at [several casinos]. I have been working at the same casino for nearly 20 years now and I’m almost 60 years old. Many of the people I work with are much, much younger than I am, but I think I get along pretty well with my coworkers. Nevertheless, I was interested to read an article in my alumni magazine I receive in the mail about working with co-workers that are younger than you are. The article made three points: 1. Don’t make assumptions. Basically find out who a person is, learn their perspective, find out what they are going through, what are their hopes and how can you help and support them. 2. Tap into their strengths. Find out what their abilities are, find out what they love to do, etc. 3. The Golden Rule does NOT apply! (This is literally what was written.) Don’t assume people want to be treated the way you do. Treat them how they want to be treated. Don’t expect people to respond in the same way you would have when you were their age. Hmm… Now, I didn’t see points 1 and 2 as being that far off the mark, but point 3 threw me for a loop. Having worked in retail for a decade and then continued in customer service in the casino industry for another two decades, I thought I knew what works and what doesn’t between co-workers. If a casino chooses to follow that last piece of advice, I believe it’s a recipe for disaster. Luckily, for now, I don’t see this happening at [my casino]. But, is this what the future holds for me as both an “older” employee and a customer at the casino? Thank you for a great magazine. I look forward to reading it every month. You and all the other columnists do a wonderful job. Keep up the good work. Diane – Via Email
34 Arizona Gaming Guide | December 2021 | azgamingguide.com
Diane, my team and I appreciate your kind remarks very much. Thank you for being a loyal reader. Let’s examine how the three points you mention might impact casino operations and customer service: Point 1 about assumptions is always good advice. And, don’t forget when you assume, you make “an ass out of you and me.” For those of you who haven't come across this saying before… assume becomes ass-u-me. Get it? In any event, I don’t think there is anything wrong with this advice. I‘d just add that assumptions are a two way street. I won’t make assumptions about you as long as you don’t make assumptions about me. Put in a more positive light, I’ll take the time to find out more about you and you’ll take the time to do the same. When I ask a question, I’ll listen and learn. Then you ask a question and you’ll listen and learn. And you’ll learn a lot from an experienced employee! Communication and understanding are always good. I think that also applies to casino operations regardless if that happens between casino employees or among employees and customers. Point 2 sounds good to me as well. Again, as long as it’s a two way street. Can you imagine the atmosphere created over time by an older worker asking a younger worker what their strengths, abilities, and passions are and the younger worker not reciprocating? Workplaces are supposed to be about teams, common goals and, therefore, inclusion. Point 3 is dangerous for any organization as you point out. I agree, this advice appears to encourage self-centered behavior, and that certain employees should be treated differently than other employees. Doesn't that sound like a lawsuit in the making? Age discrimination anyone? And, what’s missing from the discussion is how does a younger worker feel about this advice? There are plenty of young people who were most likely raised in households where the Golden Rule DID apply. Those young people probably live by it as well! And, more importantly, expect others in and out of the workplace to abide by it as well. Sorry, but encouraging this kind of atmosphere between employees (regardless of age) and, worse yet, between employees and customers (again, regardless of age) is not going to work in the long run for any company, casino or otherwise. $
