SAMI

I DON’T LIKE POOLED TIPPING!

A Reader Has Something To Say About Poor Quality Customer Service

Recently I received an email from a reader who had two gripes to communicate. I really thought we should print both of them, but as is always the case, I need more room! I’ll have to print the second gripe in an upcoming issue. Stay tuned for that, but enjoy the first one now!

I have a few slot attendants that I have known for years that always greet me and check on me throughout my time playing. When I do win a hand pay, I always give a tip of $10 or more. But realizing that tips are shared with others in a 24hour shift, there are some slot attendants that I just don't care for. Their attitudes are not like the ones who are really nice and I don't feel like giving a tip that they are not entitled to. Can't the casino have boxes that each attendant can put their own tips into instead of everyone sharing? This just might make the grumpy ones get a better attitude! Sharon Saltzman—Arizona—via email

Sharon, thanks for sharing your story. I also have a difficult time at casinos where tips are pooled for slot attendants. I know a wide variety of slot attendants at Arizona’s casinos and beyond the borders of the state. And, you are correct, the variety includes customer service that is great, average and bad.

The best slot attendants smile, are welcoming and friendly, try to connect with me, are fast and accurate, and give off a “happy vibe” regardless of what day it is, how busy the casino is, or how much longer their shift is. That’s true customer service, and it’s hard to coach, train, and bring out in some people.

The worst slot attendants don’t smile, recite their “Welcome to Lucky 777 Casino” corporate speech as if they would rather walk across 10 yards of broken glass, are slow and make mistakes, and give off the Eeyore vibe (“We can’t all, and some of us don’t.”) regardless of what day it is, how busy the casino is, or how much longer their shift is, unless it’s their last 30 minutes.

When I asked one slot attendant I know how she manages to always be so chipper and positive whenever I see her, she replied, “You are here to have fun! Regardless of what’s going on with me, you are here for entertainment. You are not here to listen to my problems, or feel like I’m having a bad day.” Very well said and is really good advice for all slot attendants! Regardless of the slot attendant, I always tip. It’s a karma thing with me. But, I’ll tip more to slot attendants who are doing a great job, regardless of how tips are treated. What I do make sure to say to those slot attendants is how great a job they are doing in comparison to other slot attendants. Whether the comparison is inside the casino or with other casinos. And, I’ll go out of my way to speak with the Slot Shift Supervisor or the Casino Shift Manager and tell them what a fantastic employee they have working at the casino.

If that’s not your style, comment cards are a great way to “tip” your favorite employees without tipping the entire group of slot attendants. Contrary to popular myth, not all comment cards are disposed of in the circular filing cabinet. I’m sure someone in casino management enjoys reading the “happy” and complimentary comments more than they do the bad ones. And, actually acts on it.

If you have to criticize, make ample use of the criticism sandwich that corporate types can relate to best. First, compliment (that’s the top slice of bread), then criticize (that’s the meat), then compliment again, repeating the first compliment if needed (that’s the bottom slice of bread). Sometimes I’ll reverse the order (criticize, compliment, repeat the criticism), just for fun!

I love to hear your stories, good and bad. Write me at Sami@azgamingguide.com and good luck!. $