Ellis Communications, Inc.

Promptness Turns Casino Guests, Employees Into Advocates

            Casino employees who want their guests and fellow workers to be advocates for the property must be prompt.

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

Tip:

“Be prompt, not only in helping guests but also in showing up for work on time or early.  Guests are forced to wait when an employee is late.  Internal customers are forced to wait.  Everyone in the chain must wait because someone else wasn’t prompt.  Being prompt is a critical factor in a property’s overall success in turning both guests and employees into advocates.”

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.