Maverick's Case
Maverick’s Customer Service
By
Ronnie Holmes
MGT 350
February 12th, 2013
Introduction Maverick’s Poker Room has issued a survey to its customers to determine the level of customer service the patrons think they are receiving. Understanding the customer expectations is vital to a business’s success. The location of Maverick’s is directly across the border from Canada and many patrons come from across the border. This means not only does Maverick’s deal with local customers but international customers as well. According to Mint Kang “ being able to understand and create the human connection, from understanding the customer to building a relationship to sharing that interest and passion, is now taking centre …show more content…
The results of the survey reflect that question 2 that asks if the customers believe that the dealers are fair to all players. Because of these results it is the decision to implement a performance management system that will ensure closer monitoring of the dealers. Implementing a system that focuses on appraisals will help indicate where the weaknesses are and which dealers are in need of training. It is the perception of the players that there are unfair acts or bias decisions made by the dealers. These perceptions may not be as accurate as the survey is stating. Perceptions are based on what the player’s perceive and may not be the actual reflection of the dealer’s job performance. It is the belief of Maverick’s management that once the performance management system is implemented the true results of the dealer’s fairness and unbiased actions will be reflected on the performance appraisal. “Performance Management is a continuous process of identifying, measuring, and developing the performance of individuals and teams aligning performance with the strategic goals of the company” (Aguinis, 2013 p.26). The performance system will include performance appraisals and timely feedback to the dealers whether it be positive or negative. If the appraisal reflects negative scores the dealer will then be able to do a development plan for the areas indicated. The development plan will …show more content…
Consistency is a major concerned for management staff. If the dealers are not being consistent at the tables there is room for the players to be inconsistent as well. It is the decision of Maverick’s to incorporate training program that will be ensure all dealers are consistent and all making the same decisions and calls at the table. All dealers will be required to take on a two week period of mentoring. A mentor will provide wisdom, technical knowledge, and assistance to the dealer throughout the two week period. Mentoring “is about relationships in organizations that enhance individuals’ development in the early, middle, and later career years. It is the thought of Maverick’s management that if they take their most seasoned consistent dealer and have them be a mentor to the other dealers the consistency of the dealers should rise to a higher level. After the two week period the management staff will sit with the mentor and the dealer to verify that the dealer does not have any questions and to provide feedback to the employee. After all dealers have been mentored the management staff has also decided to periodically test the dealers to ensure they are maintaining a consistent level of service to the
By
Ronnie Holmes
MGT 350
February 12th, 2013
Introduction Maverick’s Poker Room has issued a survey to its customers to determine the level of customer service the patrons think they are receiving. Understanding the customer expectations is vital to a business’s success. The location of Maverick’s is directly across the border from Canada and many patrons come from across the border. This means not only does Maverick’s deal with local customers but international customers as well. According to Mint Kang “ being able to understand and create the human connection, from understanding the customer to building a relationship to sharing that interest and passion, is now taking centre …show more content…
The results of the survey reflect that question 2 that asks if the customers believe that the dealers are fair to all players. Because of these results it is the decision to implement a performance management system that will ensure closer monitoring of the dealers. Implementing a system that focuses on appraisals will help indicate where the weaknesses are and which dealers are in need of training. It is the perception of the players that there are unfair acts or bias decisions made by the dealers. These perceptions may not be as accurate as the survey is stating. Perceptions are based on what the player’s perceive and may not be the actual reflection of the dealer’s job performance. It is the belief of Maverick’s management that once the performance management system is implemented the true results of the dealer’s fairness and unbiased actions will be reflected on the performance appraisal. “Performance Management is a continuous process of identifying, measuring, and developing the performance of individuals and teams aligning performance with the strategic goals of the company” (Aguinis, 2013 p.26). The performance system will include performance appraisals and timely feedback to the dealers whether it be positive or negative. If the appraisal reflects negative scores the dealer will then be able to do a development plan for the areas indicated. The development plan will …show more content…
Consistency is a major concerned for management staff. If the dealers are not being consistent at the tables there is room for the players to be inconsistent as well. It is the decision of Maverick’s to incorporate training program that will be ensure all dealers are consistent and all making the same decisions and calls at the table. All dealers will be required to take on a two week period of mentoring. A mentor will provide wisdom, technical knowledge, and assistance to the dealer throughout the two week period. Mentoring “is about relationships in organizations that enhance individuals’ development in the early, middle, and later career years. It is the thought of Maverick’s management that if they take their most seasoned consistent dealer and have them be a mentor to the other dealers the consistency of the dealers should rise to a higher level. After the two week period the management staff will sit with the mentor and the dealer to verify that the dealer does not have any questions and to provide feedback to the employee. After all dealers have been mentored the management staff has also decided to periodically test the dealers to ensure they are maintaining a consistent level of service to the