Don't Tap the Glass! What Poker Can Teach us About the Customer Experience (2024)

Don't Tap the Glass! What Poker Can Teach us About the Customer Experience (1)

With the 2014 World Series of Poker reaching its final nine players, I’m reminded of a poker tenet that all businesses should follow… Don’t tap the glass!

Professional poker players – and those who (rightly or wrongly) consider themselves above average – call amateur players “fish”. These amateur players are always welcome at the poker table, because professional poker players thrive on taking a fish’s money. In contrast, if every poker player was of equal skill, no one (except the casino) would make money. A true poker professional creates an inviting environment for fish, putting them at ease and making them happy to lose their money and excited to come back and lose it again!

Every once in a while though, you see this rule violated. There is still an element of chance in poker and sometimes even a fish gets lucky. This causes some players to berate fish for their poor poker skills, accusing them of making a stupid play and often saying much worse things. This verbal onslaught is known as “tapping the glass”. Just as you don’t want to stir up actual fish in a tank, you don’t want to stir up poker fish – they won’t bring their money back!

Are you tapping the glass in your business? You probably don’t berate customers, but what annoyances do you make customers suffer through? How much will your customers take before they leave?

We’ve all experienced or heard of some of the classic examples – ever get frustrated trying to reach a real person on a customer service line? Ever call a cable company? Seriously, ANY cable company.

As a business owner, you have to keep a constant watch on the customer experience. What are your customers getting frustrated by? What will be the final straw that drives them to a competitor?

Even yesterday’s conveniences can become today’s annoyances. Jimmy Fallon does a segment called Thank You Notes where he sarcastically thanks various people and things. On a recent episode, he said, “Thank you paying-by-debit-card-at-CVS for making it as easy as hitting yes, and then entering my pin, and then hitting yes, and then yes, and then no, and then not today, and then I’m sure, and then yes again.” If you haven’t seen this segment before, check out the video. The debit card part starts at 1:50.

Even the debit card, something that was once on the cutting edge of convenience, now seems a bit tedious. What will your customers find tedious in the future? Examine your customer experience today, so you can be sure you’re not tapping the glass tomorrow.

What other annoyances have you seen? Feel free to share below!

Don't Tap the Glass!  What Poker Can Teach us About the Customer Experience (2024)

FAQs

What does "don't tap the glass" mean? ›

There is still an element of chance in poker and sometimes even a fish gets lucky. This causes some players to berate fish for their poor poker skills, accusing them of making a stupid play and often saying much worse things. This verbal onslaught is known as “tapping the glass”.

What is the psychology behind poker tells? ›

Weak means Strong, and Strong means Weak

This is the underlying fundamental rule to Poker Tells, when humans want to conceal their true intentions, they tend to act the opposite of what they really mean. This applies online just as much as in live poker.

What is tapping in poker? ›

Tap: To bet the amount of an opponent's entire stack, forcing him to go 'all in' if he calls the bet.

Why do people tap the table in poker? ›

A knock on the table indicates a check. This is when there is no bet to you, but it's your turn to act. You knock on the table to indicate that you also are not betting. That's a check.

What does tapping on the glass do? ›

Some people tap their glass on the bar as a quiet tribute to absent friends and comrades. In Ireland, it was believed that liquor contained spirits that might be harmful if consumed, and tapping the glass dispelled those spirits.

Why do you not tap on the glass? ›

Not only does tapping on glass totally throw fish off, it also bothers their hearing, as they possess extremely strong hearing abilities.

What is the psychological aspect of poker? ›

Tilt is a psychological phenomenon that is among the most important in poker. Tilt is a term used to describe a mental and emotional state of irritation that causes gamers to act irrationally. It frequently happens following a run of poor luck or substantial losses, forcing players to lose their cool and act rashly.

Is poker good for your mental health? ›

Playing poker can be good for women's mental health for several reasons. Firstly, poker is a game of strategy and decision-making, which can provide a sense of control and empowerment to players. Secondly, playing poker can help improve mental clarity and cognition, as it requires concentration and focus.

Does poker improve decision-making? ›

In essence, it is a game that draws upon strategy, luck and decision-making. All things being equal with strategy and luck, a good decision maker in poker will be more successful in the long run. This is no different in the business world and, more broadly in life.

What do people say while playing poker? ›

Speak poker as well as you play it:
  • Action. (1) One's turn to act during a hand. ...
  • Ante. A small bet all players are required to make before a hand is dealt. ...
  • All-In. A bet that places all of a player's chips into the pot.
  • Backdoor. ...
  • Bad Beat. ...
  • Bad Beat Story. ...
  • Big Blind. ...
  • Blind.

How do you spot a cheater in poker? ›

If you see players whispering or signaling to each other, or if you notice unusual betting patterns, it may be a sign of collusion. For example, if two players are consistently raising and calling each other's bets, it may be a sign that they are sharing their hole cards.

What is cheating in poker called? ›

Collusion is cheating involving two or more players working together. Collusion can mean any illegal cheating between 2 or more players. Common types of collusion include Chip Dumping, stacking a Cold Deck, and communicating hands using signals or in another language.

Is poker a skill or luck? ›

Like all gambling games, luck does play a major role in poker, especially in the short term. Poker is different than any other form of gambling, however. Unlike the other games on a casino floor, poker is a game of skill, and the world's top pros make money because they're the best players in the game.

Is it rude to leave a poker table after a big win? ›

This also applies to leaving the table after a big win. It is generally considered slightly impolite to leave immediately; staying for a few more rounds helps maintain a friendly atmosphere and demonstrates sportsmanship.

What do you call a person who runs a poker table? ›

A croupier or dealer is someone appointed at a gambling table to assist in the conduct of the game, especially in the distribution of bets and payouts. Croupiers are typically employed by casinos. Croupier in Las Vegas (2011)

Why do bartenders tap the glass? ›

Tapping the glass on the bar was a way to remove sediment before taking a gulp of that sweet dancing juice.” Amanda Wisth, who bartended at Joey's Yardarm in Racine explained that, despite its origins, tapping your shot glass is now used as a form of salute – like a nod of recognition.

Why do you tap the glass on the table? ›

Even if the ritual's significance today is centered more around fitting in with one's surroundings than anything else, hitting the bar with one's glass began as a way to thank the bartenders and servers who made the joyful moment possible.

What is the meaning of the poem the guy in the glass? ›

WHAT IS THE MEANING OF THE GUY IN THE GLASS POEM? "The Guy in the Glass" delivers a powerful message about self-respect, integrity, and self-acceptance. Wimbrow wrote the poem to express the importance of living a life that is true to oneself rather than seeking approval or validation from others.

What does it mean when you tap the bottle? ›

The air trapped inside the bottle makes it difficult to open many times. Just inverting the bottle once or twice in a quick motion will do the job. Tapping and hitting with elbow to release pressure and to make that peculiar sound is the part of showmanship.

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