1. redundancy--must be phone and internet backups upon backups. must never go down longer than it takes it pull a switch.
2. experienced line movers without opinions, at least one with actual bookmaking experience from the states.
3. do not take events down early--have sufficient resources to know when events start..
5. clerks never say no to customer---pass to a supervisor. clerks speak with the public daily.
they are the public relations department.
it helps when the players love the clerks and they are helpful. not an adversarial relationship.
6. respond to claims quickly and professionally. know when a customer is a rookie and be benevolent when possible
any temporary questionable claim in rookie's favor just a short term loan
7. i would suggest for everyone's benefit be under radar. if customer asks who are you--just a contractor
you get the idea.
8. don't forget props. small bettors who play internet love the action. i know the prop guys hate
putting a lot of shit up. no matter, put a lot of shit up. it adds up.
9.if possible be 24/7
10. take care of agents/owners. it's their money. if necessary have 500 profiles. again don't say no.
make it relatively safe and easy for agents/owners to pay their tab. check out weekly.
as an aside. there is a lot of competition out there. i know there are customer service people
who work in a place for awhile, get friendly with agents, then quit and take agents with them. (hi chris)
the employee steals customers, doesn't pass on savings (which is irrelevant)
i would hope all pph centers look out for this, question new employees who bring you new packages
and ask where did they work before. ask for references. find out if they stole packages
remember, what goes around may come around. it's best if we have some honor and integrity
amongst each other and not be cutthroat.
