You tell ’em, Steve.
I have made this issue painfully clear to various casino operators, sometimes in person, sometimes while on stage giving a presentation or sitting on a panel – and some of the people here at CAP who have seen me speak will tell you that I do not hold back just because I am on stage – I am not afraid to embarrass an operator publicly if he/she is not able to deliver the goods, whether it be an affiliate or a player issue.
Some operators, as a result, keep me at arm’s length, but don’t block me out completely because not only am I usually right, but because they fear the consequences if I should decide to take further action (such as letting you all know LOL).
Other operators understand that I am no-nonsense and are able to take constructive criticism the right way. And some operators just argue with me until they see the light… then conveniently forget that there ever was an issue.
Customer support is the #1 failure of ALL casino operators – I am convinced that only operations such as 32Red and Trident have a decent operation – with the rest trailing way behind, even if they think they are doing well. Though Phoenician sort of falls in between, as they actually are pretty good.
Face it, operators – your support will be your downfall in the long run – you cannot afford to let uninformed or newbie support staff run your operations.