Good Customer Service

Lots of people have noted that service has declined in Vegas.

I started visiting Vegas fairly recently, so I have nothing to compare it to. In fact, I do not actually *notice* service. I can only tell you when I have been treated poorly or rudely. I have been fortunate enough to remain in a good mood during most trips, so I'm thinking customer service is certainly fair.

What constitutes good service to you? Experiences?

 

I just think customer service is on the wane across the board throughout America. I believe this is a function of corporations taking people, and their business, for granted. This is a huge mistake as the easiest customer to get is the one you already have. Also, demographically it is an even bigger mistake. Withe the aging of the baby boomers, who tend to vote with their feet, businesses that treat their customers as a number are losing those customers to businesses that know, and value, customer service.

To me good customer service is showing that the customer matters, and that you want their repeat business. Deeds are more important than words. A business with good customer service will find ways, subtle or obvious, to make them stand out in a positive light versus the competition.

Many companies boast of customer service as a key component of their business model, but very very few actually deliver.

 

I think there are a few "roles and responsibilities" with being a good customer.... two of the primary" r&r's" are to be reasonable and pleasant, which will go a looong ways towards getting the customer service one seeks. I'm in Vegas A LOT and people watching is one of my favorite pastimes while there. I can't tell you how many people arrive with a scowl on their face and it goes downhill from there as they see the check-in line. Everyone's got an "angle"... they shoo the valet away who asks to help with luggage and then make their way to the counter and tell reception it's their birthday or their anniversary (like they haven't heard that all day), expecting something or slip a $20 in between the cc and the dl and expect the Penthouse. How 'bout be happy you've arrived in Las Vegas and when the counter person inquires how you're doing say GREAT and ask them how they're doing... and mean it. I honestly believe that to a certain extent you "get back what you put out" in life.

People want to do things and please someone who looks cheerful and says Thank You (in addition to a tip). It always seems to me the that ones who claim service is declining are the ones who clench their teeth, butt-cheeks and their wallets as soon as they step off the plane. Thats' not to say that all service employees are in the right line of work... they're not... but it's not that hard to let your kindness dictate the direction that the encounter takes... most of the time.

 

Double post... sorry

 

Never had any bad experiences but one thing i really dont like that only happens to me in Vegas is waitresses calling me sweetie, honey,........

Like when they bring your plate, drink or bill and say stuff like here it is sweetie or there you go honey

what the hell happened to Sir

 

Great point mike. Could you provide an example(s) for me of how an employee can show you that they value you?

I agree with you smartone. My assumption though in composing this thread is that people are expecting extended courtesies and attention to detail beyond common pleasantries. I have no idea. I think some employees have done underhanded things like a dealer taking a tip that I did not give to him...yet this was one of the sweetest, nicest, best dealers in interaction that I have had in the history of my experiences in Vegas thus far. I ended up leaving the table after he tried doing this twice. I have had my luggage taken from my room while I was occupying it but they made up for it with dining and casino credits. While I expect to be treated nicely and fairly, I do not seem to think about service until it goes awry. But posters tend to harp on customer service and I guess I am just not in tune with this discussion because it does not often cross my mind when thinking of Vegas or any where for that matter. So, in essence, I am trying to understand what people are looking for in good customer service.

 

lmao

Maybe they think it will make them more likeable.

 

I like to feel as though my presence and business is valued and matters. I hate it when a waiter walks by and asks if everything is OK and barely breaks stride to listen to my response. That's why I have "cultivated" a regular-relationship at the Hard Rock. I get superior service at a place that really isn't well-known for great customer service. Sure... I shouldn't have had to "cultivate" it, I should expect it... but in a very transient, tourist oriented community like Las Vegas, I'm not sure that's realistic at most properties. That's what I mean about putting-out some to get some in return.

 

Sco, great topic for a post. I guess a specific example would be any type of request from the front desk concerning my room. I do not mind if it takes a while, I understand these hotels have thousands of rooms. But what really gets me steamed is when they say we will get right on it and then it takes them 12 hours to do it without any communication. Another is when room service takes two hours to get a cheeseburger. Just tell me it will take that long and I'll make other arrangements. Another is rude craps dealers. I have found that craps dealers are the worst category of dealers as far as being nice and accommodating of any of the dealers.

Generally I consider good customer service as the cornerstone of where and why I will stay somewhere. For example, on my next trip I plan on staying three of my eight days at The Orleans. Not exactly a great location or mega property, but I have just heard too many positive things about their staff to pass it up on my next trip to LV.

I gave up on The Trop because from the front desk to the dealers to the bar tenders they acted as if my patronage was of no consequence to them. Hence they are no longer of any consequence to me.

 

Sco, I retread your post and came to the realization that I did not answer your question.

A casino/hotel employee can show me they value me by acting courteous, friendly and try to be accommodating. For example, usually the front desk is the first real experience we have at a hotel if you forget about the valets for a bit. Anyway, a front desk employee can at least be polite, warm and be a good ambassador of the property. I am so sick of the apologists out there that say these casino people have to put up with so much crap. Well, we all have to put up with crap in our jobs and daily lives, that is why we go on vacations.

I guess Sco, my definition of superb customer service is when I see an employee do something that makes me say to myself "Damn, I wish he/she worked for me". If I have that feeling or if I have the urge to ask to tell their supervisor what a good job that particular employee is doing than that is what I consider good customer service. To me it is kind of like good art, ie, hard to quantify but you know it when you see it.

Anyway, that is my two cents worth.......

 

I think in general the customer service in Vegas is outstanding.

Every time I tip, even if its the same cw they always say tanks you are act like the really are happy. I am sure its an act but i dont care, makes me feel good.

With the amount of people they see and how busy they can get they are for the most part always like this.

Try going to walmart and see how good you get treated. Probably just as busy and see as many people as someone on a casino floor or in a bar yet they are nowhere near as pleasant to deal with.

 

I am the least picky person when it comes to customer service.

I don't take things personally. If someone is moody with me, they are moody with everyone else. Why be bothered by it?

I will say this.

A lot of times, it seems customer service people are there just to answer questions with any reasonable answer. No one cares
about giving a right answer. If a customer service rep does not know the answer to the question, he or she makes up an answer.
They won't ask anyone else. I don't understand this.

 

Customer service is one of the things I rave about re:Las Vegas! I have had people go out of there way to help me, even when I haven't asked, more times than I can count... Restaurants offering to make things off the menu, bartenders giving the local perspective on what to see and do, waitstaff providing me with details on any little thing I casually mentioned that I liked. Most of the people I encounter are very friendly, and at least appear to appreciate my business. This is quite a contrast from where I live (where you are often made to feel that you are bothering customer service types, even when you are friendly and tip appropriately.)

I think that Vegas understands that it is a service economy, and this makes a big difference. A service job in Vegas can equal a decent income and a long term careeer, where most service jobs in the rest of the country are held by people who hope to move on to something "better" soon. Much of why I return to Vegas is a result of the service I have recieved there.

 

Treating people like you would like to be treated in the same circumstance. Good customer service comes from the heart.

With that being said I think so far my experiences with customer service in Vegas is mediocre. They do their jobs well and thank you with fake smiles and such but you can tell that they are doing it because it's their job. Which is o.k., nothing wrong about that.

But once in a great while you get a person who really cares about making sure you are comfortable and happy, with all your needs taken care of. They anticipate your needs and are attentive to little things like re-fills of water or coffee instead of you having to flag them down. They look you in the eye and smile when talking to you and never makes you feel rushed. It's hard to explain but you can feel and see it as being genuine and like I said earlier, it come from the heart....

But the true customer service originates from the top, whether it be the owner, CEO, GM, what-ever. If they hold true customer service to heart it will filter down to their sub-ordinates for they will have zero tolerance for anything else. It all boils down to good people and we all know there is a shortage of that!!

 

I've felt for awhile that service in Vegas has been in decline, or more specifically, service on the strip. It's more and more common to run into people that really don't care if you do business with them or have a positive experience with their establishment. What solidified my opinion was first the service in offstrip casinos and then my trips to Hawaii and New Orleans. I haven't been treated as well as that in Vegas in ages. There is a sense of pride and appreciation for someone taking the time to come and visit in those places that makes you realize that Vegas takes their tourists for granted.

 

We spent a week in Walt Disney World at the end of October. The customer service at Aria/Wynn is far superior to that at WDW....at least that was my experience with the exception being dinner at Citrico's in the Grand Floridian. Last time I stayed at Aria, the cocktail waitress told me to order a different wine than what I had been because it was better quality....and, she was right. I have numerous instances like these. JMHO

 

I truly believe that the main reason why customer service is on the decline throughout the nation is that employers treat their employees in an indifferent manner and this has a trickle down effect in employees dealings with the public. The other is the age old problem of employees having no financial stake in the success or failure of the business. But overall I would say that if employers treat their employees like crap it is human nature, although not excusable, for them to feel no allegiance to their employer as far as going above and beyond.

 

IMO, the decline in customer service is due to the workloads. I've noticed over the last several years that bartenders no longer can stop and talk near as much. They are on the move all the time now. Take notice next time your sitting at a bar in Vegas, they never stop moving in order to take care of customers.

 

Perfect example of that is the Boar's Bar at MSS. The only time there are two bartenders to cover that very long bar (16 machines IIRC) is Fridays from noon to 8 PM.

All other times it one bartender and one barback and the barback is busy restocking. Plus you have the 4oak scratch cards they have to keep calling for.

 

As one poster mentioned, Its a lot to do with workloads, with budget cuts it seems like everyones been asked to take on 3-4 new responsibilities compared to a few years back, therefore they may feel somewhat rushed to move onto the next customer as to spending the extra minute to help
I been in Customer Service end for over 35 years and found :

1. Always be honest and sincere with a pleasant disposition
2. Never promise ANYTHING you personally can't deliver
3. Knowing the answer before the question is finished goes a long way
4. Dont' "pass the buck" or blame managment or the systems
5 If you don't know the answer , you should know who to contact instantly
6. Always follow up and keep the customer informed