ALL BLOG POSTS AND COMMENTS COPYRIGHT (C) 2003-2019 VOX DAY. ALL RIGHTS RESERVED. REPRODUCTION WITHOUT WRITTEN PERMISSION IS EXPRESSLY PROHIBITED.

Monday, March 09, 2020

How not to do customer service

It's also interesting to see how incompetence permeates through every aspect of an organization. From Peter King's weekly NFL column, to which I'm not going to bother to link because it is very long and mostly unrelated to the excerpted section:
Spike Lee has been a season ticket holder to Knicks games for about 30 years. He is America’s Sporting Masochist. He has evidently been entering Madison Square Garden through the media entrance for a while, and the Knicks wanted him to enter through the VIP entry gate instead. The Knicks picked last Monday night, when Lee was on a crowded elevator, to enforce the rule that he should be entering through the VIP entrance. According to Spike, he was asked to leave the building and re-enter through the proper gate. Lee said no. Which led to a fight, and Lee going on ESPN to lay waste to the Knicks, and the Knicks issuing a press release to rip Spike. As only it could, the New York Post hilariously labeled the brouhaha “Gategate.”
Now, I am definitely not a subscriber to "the customer is always right" theory. Some customers are morons. Some are a massive pain in the posterior, so much so that one is better off without them as customers. As our valued supporters of the Replatforming know, I tend to prefer the "just RTFM, please" approach. But this sort of thing is stupid because it is so pointless and unnecessary. It obviously isn't an actual problem, it's just some autistic gamma in the organization sperging out about the fact that a category is being misapplied.

The correct thing to do is fire the autistic gamma for failure to be human, not publicly attack your best customer because his broken perspective of the world was offended.

Labels: , ,

52 Comments:

Blogger ZhukovG March 09, 2020 7:20 AM  

That is ridiculous. Offer the guy his own Press ID, and let it go.

Blogger Daniel March 09, 2020 7:29 AM  

Maybe they were simply concerned for the customer's well-being. He clearly was showing signs of distress and confusion. After all, he was attempting to attend a Knicks game.

Blogger SciVo March 09, 2020 7:29 AM  

Speaking of autistic gammas, I would like to get in an early nomination of Carlos Maza as the most punchable face of 2020.

Blogger Jack Morrow March 09, 2020 7:32 AM  

Was this the game where the Knicks ejected a few fans--four, I think--simply for chanting "Sell the team!"? One of them said, as they were being escorted out, "That's okay; we're not coming back any time soon."

Blogger Die Fledermaus March 09, 2020 7:47 AM  

When the autistic gamma happens to be the owner, it makes it hard to fire him.

Blogger Max Renn March 09, 2020 7:56 AM  

Maybe a bigger media fish grew tired of rubbing elbows with a bespectacled two rogan spike.

Blogger Silly but True March 09, 2020 7:59 AM  

Regardless of who was right or wrong, Spike had to have accrued Common Law squatter’s rights to the gate by now.

The Knicks are dumb amd its decisionmakers & social media staff should be fired and never allowed to work with other people again.

Blogger Daniel March 09, 2020 8:02 AM  

The real problem is that the Gamma doing al the damage is the owner of the team, according to Lee:

'this comes from the top."

Blogger bramley says "Enoch was right" March 09, 2020 8:05 AM  

To be fair, Spike is not Very Important, and his work is as biased as you like, so why not let him in the media entrance? If it looks like a duck and walks like a duck...

Blogger Dan in Georgia March 09, 2020 8:26 AM  

“Says here you were fired for “failure to be human”. Care to elaborate on that?”

“I did my job exactly as defined by the HR Department’s employee manual.”

“We’ll be in touch.” (deletes phone number).

Blogger OneWingedShark March 09, 2020 8:28 AM  

> As only it could, the New York Post hilariously labeled the brouhaha “Gategate.”
I KNEW it was just a matter of time before we would have a "Gategate"!

But yeah, what the hell is wrong that guy? It's not a huge deal, you've already got his money and have for almost 30 years; just be cordial and ask "Mr. Lee, we know you're a long-time supporter and we'd really enjoy it if you came in through the VIP-gate: as someone who's supported us for nearly 3 decades, you are our most loyal and valuable supporter." — Bam! No risk of offending him, and you're returning his loyalty, even if only symbolically.

Blogger [Redacted] March 09, 2020 8:42 AM  

A public slap fight between a 5' 6" black Hollywood director, and a Sports Stadium wanting VIPs not to use the service entrance.

Spike Lee: "I would like Madison Square Garden to show me an email that stated that I cannot use the employee entrance."

He is channeling his inner Karen.

Spike Lee: "If this policy was in place, how did I get in the building?"

Almost there...

Spike Lee: "my wife, we talked last night, because we dated for a year before we got married, we're on our 26th year of marriage -- for 27 years -- I've never gone through any entrance -- over 27 years -- but the employee entrance."

Almost... There...

"When "First Take" told Lee that he's spent nearly $10 million over 30 years of his Knicks fandom -- $300,000 per season -- Lee jokingly said he "looks stupid" considering the lack of success and the level of dysfunction within the Knicks franchise."

Perfection.

https://www.cbssports.com/nba/news/spike-lee-done-attending-knicks-games-this-season-after-being-harassed-by-james-dolan-at-msg-team-responds/

Blogger KPKinSunnyPhiladelphia March 09, 2020 9:13 AM  

The New York Knicks are dysfunctional in ways too numerous to articulate, but I thought it was fantastic and hilarious what they did to Spike.

There's hardly anything more delightful than to see a height challenged, arrogant POS like Spike Lee exposed for the hypocritical entitlement that he personifies, displaying like the lowest IQ rabid fan his endless wardrobe of Knicks gear, rooting so stupidly for the worst professional sports franchise on the planet.

A bottom table Serie C team has more to recommend itself.

It's a wonder Spike has never painted his face blue and orange, but that of course would disguise that he is a "person of color," righting the wrongs of racial injustice by fleecing virtue signalling rich white customers who go to his movies to burnish their woke credentials.

It wasn't a "Spike Lee Joint" -- it was "Spike Lee Out of Joint." Absolutely loved it.

Blogger Glaivester March 09, 2020 9:13 AM  

It seems to me that part of the problem was "The Knicks picked last Monday night, when Lee was on a crowded elevator, to enforce the rule that he should be entering through the VIP entrance. According to Spike, he was asked to leave the building and re-enter through the proper gate."

In other words, there might not have been a problem if they had not waited until it would be a major inconvenience to enter "the correct way," or if they had asked him to enter through the proper entrance in the future. Instead, they told him in a way that humiliated him and would basically mean that he would have to go to a lot of trouble to do things the "right" way.

Whether this was due to incompetence, or a deliberate malice, I don't know.

Blogger Johnny March 09, 2020 9:15 AM  

On a retail sales floor 'the customer is always right' is often a literal truth. Disagreements get pushed upstairs to whoever has the bad luck to have to handle them.

Really stupid with Spike Lee. Maybe the guy dealing with him was there for crowd control, the equivalent to a bouncer in a bar. Used to enforcing stuff.

Blogger ASH March 09, 2020 9:17 AM  

Can obssesive rule following be considered a Gamma tell? I play pick up court volleyball a couple times a week. Theres one guy, always quiet, always dressed in black and gives the ladies the creeps. The only time he talks is when he spergs out on the rules.

Someones shoe could barely be on the ten foot line or maybe a player lightly brushed up against the net. Everyone just ignores it because the want the rally to keep going. He'll grab the ball out of the air and call a net and argue his point even if no one saw it.

He just started showing up 2 weeks ago. Im still unsure how to handle the situation other than yelling at him that this is a casual pick up amd nobody cares.

Blogger Cataline Sergius March 09, 2020 9:24 AM  

... it's just some autistic gamma in the organization sperging out about the fact that a category is being misapplied.

I strongly suspect that the first manager to create the aphorism, "the customer is always right." Only did so, because he had a Gamma employee.

The phrase reeks of prolonged frustration.

Manager:"No dipshit! He wasn't wrong! You were wrong!"

Gamma Employee (sneering): So what you are actually saying is...

Manager (veins bulging on neck): Shut the f4ck up is what I'm actually saying! You are always wrong and the customer is always right is what I'm actually saying!"

Blogger Dan in Georgia March 09, 2020 9:24 AM  

@12
This strikes me as pure elitism by MSG management/ownership.

The man *pays for his own tickets*. Spike was already greeting the "regular people" at the service entrance, but the Knicks want to use him as a prop to be seen by even wealthier VIPs as he comes in. Spike Lee knows when he's being used by the uber-rich, resents it, and probably has friends that work there going back decades.

I don't even like him, but what a bunch of snobs.

Blogger Dan in Georgia March 09, 2020 9:26 AM  

@14
This sounds like a message. They don't want his stinkin' money.

Blogger English Tom March 09, 2020 9:30 AM  

@SciVo

I think you are right about the punchability rating of that face. Next time a trigger warning please!

Blogger Daniel March 09, 2020 9:37 AM  

Lee also reported that he has used the media entrance for 30 years and never was asked or notified about the supposed new policy until he was on the elevator.

Dolan is an gangster with no sense of populism. No wonder he bought Nobody Beats the Wiz.

Blogger Lazarus March 09, 2020 9:48 AM  

He is channeling his inner Karen.

I wondered why he was so annoying for decades.

Blogger furor kek tonicus ( The Surprised Pig hadn't had any idea he tasted this good ) March 09, 2020 9:56 AM  

failure to confront your most famous customer and prevent him from using the "wrong" entrance is
...
an act of cowardice and attempt to control your most famous customer.

wut?

Blogger Scuzzaman March 09, 2020 9:59 AM  

SciVo
Good nomination but given what’s coming that’s going to be a very packed ticket and a red hot competition!

Blogger VD March 09, 2020 10:02 AM  

Im still unsure how to handle the situation other than yelling at him that this is a casual pick up amd nobody cares.

Tell him this: "You are not the referee. You do not dictate how the rules are enforced here. You are not allowed to make calls here. If you do that again, you will not be allowed to play with us. Now shut the fuck up and play."

Blogger Blume March 09, 2020 10:22 AM  

@ZhukovG, nah man this is the perfect opportunity to sell him one. Give him this years one for free and then tack on a small yearly fee and bonus points you can create a new product "media gate passes" that he can help you sell.

Blogger Oswald March 09, 2020 11:30 AM  

I did not realize the Knicks could spare any fans.

Blogger 1LLoyd March 09, 2020 11:33 AM  

Then they deserve the backlash. Make the rubble bounce.

Blogger 1LLoyd March 09, 2020 11:34 AM  

*eye roll* Bounce the rubble, or ignore everything.

Blogger LAZ March 09, 2020 11:35 AM  

@ASH: I'd spike it his face until he ran off crying

Blogger Ska_Boss March 09, 2020 11:48 AM  

Nothing works right anymore. Call it gammas or a drop in the average IQ or whatever, I've noticed that I can't even go to the grocery store or a gas station anymore without running into some sort of ineptitude or incompetence. And at work? The sheer amount of people who can't and/or won't do their jobs or who like to ride the coattails of others is infuriating.

Blogger The Cooler March 09, 2020 11:49 AM  

it's just some autistic gamma in the organization sperging out about the fact that a category is being misapplied.

Could be. That said, VIPs can be off-the-charts douches; who knows what 74 different kinds of hassle Lee has been for the past 30 years. He's been using the media entrance "for a while" ... was he using the delegated VIP entrance prior and stopped doing so out the blue, which was put up with until x? So on and so forth.

Maybe the guy dealing with him was there for crowd control, the equivalent to a bouncer in a bar. Used to enforcing stuff.

This is plausible. There is no 'talking' with a (well-run) security/enforcement apparatus; if you are told to do something, you will be doing it, one way or the other. That said, Head of Security would not have passed something like this down to a subordinate willy-nilly; he, himself, would have received the instruction from his Superior/Principal and down the instruction goes. All of this assumes a competent security/enforcement apparatus, of course.

Blogger Barefoot Bear March 09, 2020 11:56 AM  

Especially if you limit the number of passes

Blogger michimartini March 09, 2020 12:04 PM  

I had to look this guy up - turns out he makes movies. Last time i checked a movie was still called a medium. So he is part of the media. So he picked the correct entry. The sperg didn't even know what media meant. He also didn't know that VIP means. If Mr. Lee was to enter through the gate designated for Very Important People, why was he not deemed important enough to be treated with respect and flexibility? I hope this level of insanity leads to self destruction in the very near future.

Blogger RedJack March 09, 2020 1:03 PM  

Not a Spike Lee fan. But for a man to be that loyal to the Knicks, let him walk in with the staff or anyone else. The VIPs will be hone in a year, and Spike would have been going till he couldn't go anymore. But some Sperg just ruined a nice revenue stream

Blogger bodenlose Schweinerei March 09, 2020 1:12 PM  

AS pointed out, the autisitic sperg is James Dolan, who essentially inherited his wealth and has been very fortunate to not piss it all away. His running of the Knicks makes Daniel Snyder's reign in Washington look supercompetent and dignified.

Which is great, because nothing is better than NY sports franchises sucking, except sniveling shit Spike Lee, a poverty pimp and "dat's rayssssisss!" squealer demonstrating similarly sperginess.

Blogger bodenlose Schweinerei March 09, 2020 1:19 PM  

As only it could, the New York Post hilariously labeled the brouhaha “Gategate.”

Boy, that is funny. Almost as funny as a Wizard of Id strip. Peter King is such a sad dullard, such a boomer paragon.

Blogger RA March 09, 2020 1:25 PM  

I've never been a Spike Lee fan. That said, wow what a way to do customer service. Not. What the heck was wrong with communicating to Lee privately rather than make a public spectacle about it? A customer who spends nearly a third of a million a year on my business is usually not a customer I want to lose.

On the other hand, Lee may not be one of the good guys, but Dolan is a real piece of work. The Knicks fans I know all want him gone. To them, Lee is just another rich fan. The latest in dysfunctional owners. Nice. The NBA needs a winner there; why don't they step in like they did with the Clippers?

Want a really classy organization in the NBA? Try the San Antonio Spurs. I went to a few of their games while working a temp job there and their service was absolute top notch. Along with the great attitudes that accompanied that service.

Blogger Silent Draco March 09, 2020 1:29 PM  

Entrance? Let him suit up. How co UK ld be do worse?

Blogger Up from the pond March 09, 2020 1:55 PM  

Not to go Karen, but honest businesses live on the money of customers. The customer is the paymaster, aka king. Abandon a customer only if he takes more money out than he brings in. If you just can't stand him, wait to abandon him until you're certain you can replace him with a customer(s) of equal or greater value.

Either those basic principles were forgotten wrt Lee, or the Knicks organization isn't an honest business, or the incident is a publicity stunt.

Blogger Akulkis March 09, 2020 1:56 PM  

" most punchable face of 2020."

Punchable? Is that all?

I'm thinking more like clubable.

Blogger Akulkis March 09, 2020 2:01 PM  

"He just started showing up 2 weeks ago. Im still unsure how to handle the situation other than yelling at him that this is a casual pick up amd nobody cares."

Easy:

You: "Is this a tournament? Is there prize money for first place?"

Gamma: "No"

You: Then shut the fuck up and let everyone play and have fun. That's what all of us are here for. If that's not what YOU are here for, then YOU need to GO find a competitive league.

Blogger Akulkis March 09, 2020 2:03 PM  

"I think you are right about the punchability rating of that face. Next time a trigger warning please!"

The words "punchable face" weren't enough of a warning for you?

Blogger furor kek tonicus ( The Surprised Pig hadn't had any idea he tasted this good ) March 09, 2020 2:08 PM  

i've seen a lot of this over the years.

you have someone in management make a decision which he has every Right, Ability, and Lawful Authority to decide and to implement. and even, often enough, a decision which SHOULD be made.

but he then implements it in the most stupidly offensive way possible. pissing off not just the person he's shitting on, but most of the uninvolved observers as well.

until i started picking up on the Cluster B personality stuff and pervasive Social Dominance games i didn't understand it ... and i still don't "get it" emotionally.

i mean, it just seems so obviously counterproductive. how do you not see that you're cutting your nose off to spite your face?

is being able to shit on anyone you want, anytime you want, REALLY that important to you?

sadly, the answer is "Yes". that's what altogether too many people are fixated on.

Blogger Kingly Gift March 09, 2020 3:08 PM  

"failure to be human."

Perfect description of the hall-monitoring silliness that permeates the world today.

Blogger CarpeOro March 09, 2020 3:46 PM  

"but he then implements it in the most stupidly offensive way possible. pissing off not just the person he's shitting on, but most of the uninvolved observers as well."

At $300K a year, you have someone call each and every one of those high end ticket owners and politely advise them of the change. Not sure I ever saw an entire Spike Lee movie, but as an owner I'd at least extend that minimal courtesy. Unless I was looking to clear out the ticket holders and write off the team as a loss leader.

Blogger Daniel March 09, 2020 8:00 PM  

Told to follow the rules by a mick, Akuma, as if that has never happened before in world history. And, as usual, the mick is wrong.

Blogger OvergrownHobbit March 09, 2020 8:09 PM  

That was a typical "Mad Dog" Maddox move. I'm beginning to understand why Mr. Trump fired him.

Blogger OvergrownHobbit March 09, 2020 8:40 PM  

Autism / Mom bias alert:

I'm still unsure how to handle the situation other than yelling at him that this is a casual pick up and nobody cares.

Moscow rules: Trust your gut. If you think the guy might merely be a 'sperg and/OR a fellow Christian (especially if you are not a natural alpha or lack situational authority:

Talk to him outside of the game. Make a connection. Explain what Vox Day said as a friendly advisor. Does your group boot guys who "screw the pool"? Then this is his informal warning.

Helpful 'sperg info: "Are you aware that there are two rule books? You clearly have the general one mastered, but there are House Rules specific to each club. Let me 'splain."

Note again that none of this world without some bare minimum of social connection. You cannot carry a 100 lb. load over a 2 inch plank.

(N.B. For a non-commercial look at guys doing sports: Haikyu.)

Blogger flyingtiger March 09, 2020 9:18 PM  

Spike might be a jinx and the Knicks want to get rid of him.

Blogger SCBen March 10, 2020 11:27 PM  

You mean to tell me he would rather enter through the EMPLOYEES entrance rather than the VIP?? Isn't that why he pays the big bucks - to BE a VIP??? I'm surprised he hasn't played his race card and filed a suit!

Blogger Akulkis March 11, 2020 1:44 PM  

@SCBen

"You mean to tell me he would rather enter through the EMPLOYEES entrance rather than the VIP?? Isn't that why he pays the big bucks - to BE a VIP??? I'm surprised he hasn't played his race card and filed a suit!"

I think this Doonesbury strip sums it all up.

http://americandigest.org/want_own_waterfountains_10_.jpg


Dialogue
Walden College President Doonesbury: What is it, Campbell?
Professor Campbell, faculty advisor to the African-American Student Council: I just met with the African-American Student Council, sir.

D: Great. A new separatist demand, right?
C: Well...

D: I don't get it, Campbell. The black students now have separate dorms, fraternities, cafeteria tables, student center, studies program and graduation.

D: After 25 year of intensive, progressive action in pursuit of racital justice at this college, we've managed to produce a fully segregated campus!

D: *Sigh* What a legacy I've created .. and to think I marched with Dr. King in Selma...

D: So, what is it now?
C: Um..The kids want their own water fountains.

Post a Comment

Rules of the blog
Please do not comment as "Anonymous". Comments by "Anonymous" will be spammed.

<< Home

Newer Posts Older Posts