Ellis Communications, Inc.

Blend Awareness Into Service and Turn Guests Into Advocates

            Casino employees who are aware of their guests and their needs at all times can turn those customers into advocates for the property.

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

            Tip:

 “Guest service is based on awareness and awareness can create customer advocates.  You must be aware of your guests – their facial expressions, the way they sit and what they’re doing.  By being aware of those things, you put yourself in a position to help them.  You are prepared to say:  ‘This person looks like they can’t get change’ or ‘This person looks like they’re frustrated.  I’ll go over and say hello.’  Being aware of what’s going on with guests leads to great things.”

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.