Jackson Rancheria, a CA Indian casino, sends out a newletter like
many casinos. I received the most recent one yesterday and it had an
interesting article in it which I thought I'd post here. The reason
I'm posting it is that it seems somebody is listening to Compton
Dancer consulting, and I found it interesting that they included the
comments on DB and DDB paytables. I haven't actually seen the
Compton Dancer report, but I'd have to believe there was far more
input on availability of playable VP than was represented in the
article.
Reprinted from Arrow, the Jackson Rancheria Newsletter
[begin article]
WHAT KEEPS YOU COMING BACK?
We know that you have choices about where to play, and we appreciate
each time you choose the Jackson Rancheria Casino.
Do you know why you select one casino over another?
A recent issue of "Playback", an online newsletter produced by
Compton Dancer Consulting that looks at gaming from the players'
perspectives, is devoted entirely to comments directly from players
about loyalty and leaving.
"I have had several experiences in a casino that surely make me
realize that this casino is a place I do not want to visit again,"
says Jerry W. of Massachusetts.
"For example, on my third stay at a casino in Vegas, I was playing
Caribbean Stud with a table of friendly, easy-going people. We had a
Dealer who was quiet and not much fun, but that happens."
"Everyone at the table was having a good time and all was well with
the world. Suddenly the Dealer started scolding me, why I don't
know, but it embarrassed me. A few minutes later she did it to
another player for no apparent reason."
"I left the table and told the Pit Boss what happened. He just said
sorry, but everyone has a bad day and left me standing there. I
understand this is a fact of life but I got annoyed at his
disinterest."
"I called the Casino Manager and left a message. He never responded."
"I went to the front desk to see him and was told I couldn't."
"The Dealer's action became most insignificant next to the total lack
of response from the very people whose job it is to promote goodwill
with its customers. I never went back, either to stay or play."
"Here's what makes me loyal to a casino," adds another Nevada
player. "Delivering promised benefits, making me feel special
(giving me access to Hosts, remembering me, etc.) and having good
comps available (such as having healthy dining options,
entertainment, and high quality merchandise that can be purchased for
points)."
" love the treatment my friends and I received at a Casino in Bixoli
[sic] Mississippi," says Kathy M.
"I took my friend on her birthday. I ordered a birthday cake,
because it was a very importnat issue with these friends and their
tradition. i received the grandest birthday cake ever, delivered to
our room."
"We've been going back ever since then because everyone is so good to
us. We feel as important as the high rollers because of the way they
treat us."
Chris in California says she "checked out a new Casino. Their
quarter Double Bonus machines pay 7/5/4 and Double Double pays
6/5/4. My Masque Video Poker software doesn't even list the payback
on machines set this low...with those pay tables we will never
return."
A.P. in Ontario lists "a number of things that are the same at the
casinos I frequent the most:"
-"They are consistent in their policies."
-"The Hosts that I deal wiht treat me with respect and courtesy.
When I ask about something, I am given a reasonably direct answer.
They are happy to converse with me. They don't make me feel that I
am interrupting them."
-"The floor staff have smiles on their faces. You just feel good in
a casino where the staff is happy and responsive."
-"The casino environment is clean, with no litter left to linger."
Susan H. comments "The first contact a customer has with an employee
can be the last. When I am gambling, I am spending my money on
entertainment. I want to be hapy when I'm entertained."
"Even if an employee has to decline my request, it needs to be done
in a manner where I know (s)he did what that employee could. The
attitude of employees throughout a venue is important."
"I want an acknowledgement/smile from the people I come into contact
with, from the person with the $1000 suit I pass in the hall to the
person dumping the trash. No matter where the person is in the
system, that employee has the power to offend a (potential) customer
or cause the customer to want to come back and play/stay again.
[end of article]
Within the article there is a sidebar asking for comments. An
excerpt states:
"So what is is that makes you come back to Jackson Rancheria Casino,
Hotel & Conference Center.
What do we do that pleases you? What annoys you? Why do you choose
the Jackson Rancheria over other casinos? What could we change to
make our casino better?"
It then goes on to offer various methods of getting the input to the
appropriate folks at the Casino.