Mini-lesson for those who don’t want to read the whole post: “You probably should have read the whole post.”
I sat down at the Blackjack table, pulled out a $20 and stuck it on the velvety green tabletop for the dealer to change. He gave me four weathered $5 chips, then neglected to wish me luck.
He dealt the cards and I won my first hand, earning another $5 chip.
While beginning to shuffle, the dealer the said, “I’ll get you the next hand.” He didn’t say it with humor or sarcasm, which I wouldn’t have minded one bit. He said it with that awful I’m-king-of-the-world tone possessed by people who enjoy throwing fast-food wrappers out their car windows.
I looked up at him with my eyebrows raised. Not so much from surprise at what he said, but because I’ve rarely had a Blackjack dealer talk to me at all. And I’ve never had a dealer say something other than “Nice hit,” or “Good luck,” or a well-placed “Sorry.”
The dealer noticed me giving him my best stink-eye, shrugged and said, “What? It’s true. It’s only the odds. The dealer usually wins.”
If you’re in customer service, think like your customer
Ordinary, once-a-year gamblers like myself don’t gamble to win. We gamble because it’s (sort of) entertaining. We gamble because it’s fun to think we might win. It’s the dream. It’s the hope. It’s the tension and getting there that makes it fun. Well, at least as fun as losing money while sitting in palpable cigarette smoke and feeling tumors blossom on your skin can be.
To the Blackjack dealer: I didn’t need a reminder. While a casino may indeed be the perfect locale for a math lesson or explanation of the odds, that’s not what I came for. I know gambling is rarely profitable and hadn’t come to win someone a college education.
I was there to bask in the possibility of it all and maybe have some friendly banter with the other suckers at the table.
Next time, remember you’re in customer service and don’t give your customer reasons not to do business with you.
To other business people who may be taking lessons from the Blackjack dealer: Your customer purchases from you because you’re feeding his dreams, no matter how minor or abstract they may be.
You may be selling him what to you is “just a website” or “just a finance book” or “just a hair cut.” But to him it’s a brand new start, a brand new future or the potential of a hot date.
Don’t remind him.
_______________
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11 Comments
Geez, that is truly lousy service.
Thanks for the reminder to focus on the customer’s dreams. I’m rewriting some copy and this was a good kick in the pants.
Right on, Dave! Glad to give you the boot
By the way, I ended up losing $40 at the table, so thanks for stopping by with some silver lining and making it worthwhile.
Vegas is built on dreams. Sure, we all know the house always wins, but the casinos do their best to keep the illusion of anyone can be an instant millionaire alive.
With our world, I would like to think we’re not that ruthless. We don’t string people along and give them false hope.
Sure, we try our best to achieve the client’s vision, but we give them a healthy dose of reality, too. If something can’t be done, then we offer alternatives.
Good post, Charlie, I enjoyed it very much.
Harry -
Yeah, dude, the client’s vision is really what it’s all about. The dealer I mentioned in my post is one extreme and his disclaimer was out loud in big bold letters.
On the other extreme are folks like the internet marketing gurus. They promise fast riches but then hide the disclaimer in 6pt type. I think both are lousy animals.
I prefer the “under promise, over deliver” attitude. Keep the honest elements out on the table where the client can see them. Then, after you’ve knocked his socks off, the client will fall in love with the “extras” you provided.
Glad you enjoyed, Harry! Thanks again for stopping by.
Charlie,
I’m glad I read the whole post, because now I know that in Vegas I can lose the money I might otherwise have wasted on a haircut with as much potential to net me a hot date as blackjack has to send my kid to Harvard.
Did I get the moral right?
Seriously, this is my favorite subject, and it is amazing how examples good and bad are all around us, even where we least expect it. Like a table where silence could have worked wonders for you. No mystique, no fun.
You might have dropped a lot more if he didn’t feel the need to be a killjoy, and thanked him for it. You’re paying for your entertainment by the minute there. Poor experience=less entertainment=less paid (by you) to his boss.
Great post!
Regards,
Kelly
Kelly -
Yup, you got it right for sure!
It really is amazing how many lousy business people are around, isn’t it? I’ve said it so many times here on my blog and in my other, but I’ll say it again: businesses and people who concentrate on good communication are far more rare than people who “will get around to it.”
I’m not really a gambler, but I can count cards well enough to give myself a .00000001% of an edge I think. Only I wasn’t that night because I was writing this blog post in my head and sort of pissed about the whole vibe. But no, you’re right, don’t go betting on the little one’s Ivy League stay! Unless you get REALLY good at counting cards!
Take care!
Charlie,
Secret, just between you, me, and the Vegas Pen Man… and Dave… I’ve never, ever gambled, at all, in my life. Not even a bet between buddies. It’s not for me. No sob story behind it, no Pop who gambled away the farm or anything. I just don’t do it, so the kid’s off to Harvard on scholarships or not at all. Blackjack will not be coming to save her from having to get awesome grades.
(For an occasional PowerBall ticket I make a that’s-not-the-same-thing-to-me exception.)
Writing posts in your head while having a “nice” night out? I never do that.
Until later,
Kelly
Casinos and their employees are selling dreams. Their pitch, their marketing and their customer service should all be about upholding that they sell dreams – and that you could win a dream, too.
I would’ve faced off that challenge and whipped the pants out of that dealer. Jerk.
You know what would have been really if I had done it? If I’d grabbed hold of their audio system and made an impromptu Public Service Announcement:
“Excuse me, may I have your attention everyone? Yes, thank you. This will only take a second.
“Mr. Anusface at Blackjack table #5 just informed me that the House almost always wins. I had no idea. In fact, I’d come here tonight to win a nice Winnebago. I’m sure you’re as confused as I was.
“Now, if you could all pick up your remaining chips, cash them in and calmly make your way to the nearest exit immediately, you’ll all be able to still afford a steak tomorrow.
“And if you’re thinking of holding on to your chips and coming back…don’t. The casino will no doubt be filing Chapter 11 tomorrow, now that the big fat secret is out.”
@Charlie: You left out the part about emptying their pockets at the nearest cashier’s cage on the way out.
Oh man. If I had been there, I would’ve dared you.