Ellis Communications, Inc.

Casino Employees Need Incentives to Improve Guest Service

            Casinos cannot expect employees to provide better customer service simply because they’re asked to do it.  Employees need incentives.

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

Tip:

“It isn’t enough for casinos to expect employees to provide better customer service.  Employees need to have a reason for taking the quality of their guest service to a higher level.  They need incentives.  When they demonstrate the desired behavior – doing what they were trained to do – they should be rewarded as quickly as possible so they can make the connection.  Recognize their efforts and reward them.”

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 206-774-8856, by e-mail at mbaird@advocateindex.com or via its Web sites at www.advocateindex.com and www.advocatedevelopmentsystem.com.   Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.