Fred, I'll answer your first question in this post:
1. First off, I give Publix huge kudos for having a policy to go out of their way to hire physically- and mentally-challenged people. Since moving to Florida eight years ago, when it comes to mainstream supermarkets, Publix has gotten about 95% of my business. I had an incident where one of the baggers did a really really bad job. Normally, I don't mind a semi-bad job, but this was horrendous. So I walked over to the manager and politely showed him what I was left with as far as my the grocery bags. He apologized and offered to rebag them for me. We both rebagged them and he told me that the bagger was new and that she would be retrained.
So based on the professional response and action I received from the manager, I continue to shop at that Publix along with other Publix supermarkets near my home and my travels. Had the manager said, "Get over it, it's just a few grocery bags," or "We just hired her, so take what you got," I would have never returned to that Publix, but would have continued to shop at the other locations.
If Publix as a corporation would issue a policy that makes no sense (let's say, all parking spots within 200 feet of the store are now reserved for law enforcement officers, pregnant women, and the handicapped), I would consider my alternatives.
I've learned over the years through reading business magazines, from my own personal experiences, and through my career, that customer service goes a LONG way in having a successful business. Here are some examples:
. About 15 or 20 years ago, I got my contacts in the mail through Lens Express. One time, I didn't get my regularly scheduled shipment of lenses and called the firm. They said FedEx delivered them. I said, I never got it and I never signed for them. They said, we don't require a signature. Okay. How about a compromise, I suggested. You ship me another batch "at cost" -- so you don't lose, and I don't lose the entire amount. They said they can't do that. Fine. That day I ordered my lenses from 1-800-contacts. Guess what? Lens Express no longer exists. When you key in lensexpress.com on the web, you go directly to 1-800-contacts. For the $25-35 it would have cost them to reship another package at cost, they lost a customer who may have been worth thousands of dollars in future business.
. I received a shirt for my birthday many years ago from my then wife. It didn't fit and I didn't like the style. We went back to the mall to exchange it. Problem is, I didn't like anything else in the store. So I asked for a refund. Oops, the manager said. It's past our 10-day return policy. I said, my wife bought this for me weeks ago to save for my birthday. The manager didn't budge. I asked politely again to no avail. I actually said to him, "What happened to the customer is always right?" He said, "Not in this case." I said, "With an attitude like that, I doubt you'll be in business come my next birthday." The store was gone within six months.
. Now take Nordstrom. I believe we've all heard the story about a guy who returns the four tires he "thought" he bought there. Guess what? The Nordstrom store took them from him and gave him a refund. I believe Nordstrom has received such positive press on this kind of story (there are many others), that the miniscule amount they've paid in undeserved refunds, has come back to generate them millions.
. One last example: My branch manager got up in front of her 100 colleagues during a sales meeting last year. She said she had to share this customer service story. She and her husband went to one of their favorite Naples restaurants the other day. Her husband orders the tuna, as he usually does when it's on the menu. A few minutes later, the waitress comes back and apologizes that they're out of tuna. So he orders another kind of fish. When the meal is over, the manager comes over and says their entire meal is free. Why? He said it was because as regular customers, they deserved to have their regular meal, especially when it's on the menu. The restaurant messed up so it was on them. Does this make sense? Did the couple complain? Would they have never come back because they were out of tuna? Of course they would continue to eat there. But, as the manager knew, good publicity is the name of the game for most businesses -- especially the competitive restaurant business in Naples. So what happens, my branch manager gets to tell 100 people about her experience. I have told this story to at least half a dozen people -- and now a lot more on this forum. The $100 comped meal, that probably cost the restaurant $40, has probably generated thousands of dollars in sales since last year. You bet that couple returns with their friends as often as they can. Oh, the restaurant is Tommy Bahama.
As for bad service, if you have a monoploy as most cable companies do in most areas (Comcast in mine), you can get away with bad service and even worse customer service, since you may be the only choice or game in town. Sure, some customers can switch to a satellite dish, or a slower internet service provider, but condo and apartment owners cannot get a dish.
Compare all the above with what we've gotten with the ubt and club ubt. The club pretty much has a monopoly on their style of gaming. You either play on their site and their terms, or you simply make the choice to not become a member or renew your membership. However, unlike other monopolies like Comcast, the club is new, looking to build a following, and is not yet profitable. So they, of all entities, need to treat their customers like the Nordstroms of the world. But they don't.
Just as you, Fred, and I, did with bet21 -- even though we felt they were an unethical firm with zero communication and PR skills, we decided to play there because it truly was the only game in town. We decided that the people running the site were incompetent, so why not take advantage of that. As long as we weren't getting hurt overall in the long run, we could still play there. Using the Publix example, if the manager had told me to bug off, if they were the only supermarket that carried the chocolate bar I loved, then I may still go there -- but just for the chocolate. Same with bet21.
So if Barney decides that he will benefit from playing at the club, and its his way of "sticking it to the man" by winning the investors' dollars, that's fine. However, if there were 10 other clubs in town with similar games, I'm sure he'd take his business elsewhere. Just as we would have with bet21.
I will reiterate this again here, since I believe this is the crux of all the misinformation, animosity and attacks surrounding the club and the ubt. Had they sent an official representative -- a manager, customer service rep, etc. -- to this forum and the lva forum (and I'm sure Ken and Anthony would have given them their own header), they would have been more successful, more profitable, and more respected. Heck, this site has over 9,000 potential members and the lva site probably has just as many. Imagine a thread where a clububt rep announces this month's new prizes, explains the 2-week trial period, offers special discounts, answers questions and concerns professionally, and provides an official explanation or apology when glitches happen (i.e., Phil Helmuth not showing up for a beat the pro tny). This would also prevent accusations and name-calling (i.e., liar) by unofficial reps of the club, since Barney could have asked the official rep of the club right here on this forum, what is happening with his payment.
And just as with the Tommy Bahama example above, when readers of these forums would see that the club is taking care of its members' concerns, they may decide to give the club a shot. As opposed to the readers on the lva forum who are turned away by all the name-calling, misinformation, and "we don't care about our players" attitude that is ever-present there. The club will never know how many more paying members they could have attracted with simply having a professional and official rep post on these forums.
I'll reply to your second question in another post.
