erinwootan

A Big Gulp of Haterade

Posted on: April 11, 2011

I read a great post about ‘haters’ and how you should treat them in your business world. A ‘hater‘ as defined by the Urban Dictionary as:

“A person that simply cannot be happy for another person’s success. Instead of giving acknowledgment in courtesy, a hater often pursues his/her point by exposing a flaw in the target subject. Hating, the result of being a hater, is not exactly jealousy. The hater doesn’t really want to be the person he or she hates, rather the hater wants to knock someone else down a notch.”

As related to the casino world, haters can be found everywhere. Haters are disgruntled players, usually the ones who are not worth the money you spend marketing to them. Nothing is ever good enough, and they thrive on ruining an employee or fellow human’s day. So, how do you spot a hater and deal with them?

Haters are incoherent.

Haters by design generally resort to petty name calling and put-downs to get their point across. Most of the time a hater is not dissatisfied with your company or product, they are just interested in putting someone down to lift themselves up. For example, a player might come into your Players Club with all kinds of ridiculous complaints about how the people “running this joint are a bunch of idiots” because “I play here all the time and I just lost $2,000 and I never get any free offers.” Bingo, there it is. In reality, they probably just lost about $10, in about one minute, and they need to take it out on someone.

Haters don’t listen to reason.

Often, employees are ready to reason with a disgruntled customer. If the complaints come in on the message boards via Twitter or Facebook, someone is usually there to try and resolve the complaint. It is easy to spot the haters in this arena, as they are usually the ones name calling and bantering on about the facts of life, aka, if you don’t play, you don’t get free stuff. Haters are the ones that you can never appease. They are never happy when you go out of your way to try and make the situation right, they just want to yell at someone.

Haters don’t sign their name.

Finally, haters don’t usually like to claim their behavior. This applies mostly to the arena of social media and message boards. They are usually the ones who don’t sign their name or include their email address with the complaint. They don’t actually want to be linked to this kind of behavior, and that is why these usually come in anonymously. Responses should only be given if you can trace the complaint back to a real person with real contact information and the comment doesn’t have “hater” characteristics. Be careful though, there is a fine line between a true complaint and a hater, and if you don’t respond to a genuine complaint that can be resolved, you might end up losing a valuable customer and potentially a future brand evangelist.

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4 Responses to "A Big Gulp of Haterade"

Great post Erin! I recognize these haters in that I have seen a few in my dealings. It was great in how you identified each type. It was like you were describing what I have experienced. Keep up the great work. Thank you, Patricia

Thanks for stopping by and commenting! Much appreciated!

Awesome post! You are so creative in our Monday night class, ha! 🙂

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This blog is devoted to the gaming industry news and information - keeping you up to date on the happenings in the gaming world. My personal expertise lies in event planning and entertainment in casinos.

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