Ellis Communications, Inc.

Outstanding Casino Guest Service is Priceless

            There is no way to put a dollar value on outstanding service that turns casino guests into advocates for their favorite property.

            The following tip is provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry.

Tip:

“Great customer service that creates guest advocates at casinos is priceless.  There is no way to put a dollar value on it.  Managers can’t say, ‘You smiled, so that’s $100’ or ‘You helped them find their room, so that’s $150.’  Casino employees don’t know how often that guest will come back or how many people they will tell about their great experience at the property, but word of mouth is powerful, and that makes employees’ services priceless.”

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry.  It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates.  The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

 Robinson & Associates may be reached by phone at 480-991-6420, by e-mail at mbaird@casinocustomerservice.com or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com.   Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.