Wrapping up things here in Curacao. Lengthy talks with VIP.
The talks went well. This company is in good shape finacially. There have been signifacnt disstractions for this management team including intergration of aquistions including Nine, IGW, EnglishHarbour, Bet Shop and others. As you probably recall VIP itself was spun back private late last year from publicly traded Lesiure and Gaming.
The focus will now switch from aquisitions to customer service. VIP already has one of the highest customer retention rate in the industry at over two years per average client.
SBR repeated our assesment that customer service has declined since October. Marketing campaigns targeted customers not eligible, email responses were below standards, rude treatment by risk managers and heavy handed treatment of limits placed on increasing numbers of players.
With the challenges the industry faces companies like VIP need customer service effiecntly thats not just fair or good, it needs to be beyond excellent. It needs to be Merril Lynch like effiecntcy. Clients should be treated like they were the CEO of GE with the utmost respect. In other words, they need to be treated like VIP's.
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Originally Posted by louis
