Ellis Communications, Inc.

Casinos Add A Competitive Edge to Their Customer Service
When They Think and Act in A Proactive Manner

            Casinos looking for ways to offer something a little extra in their customer service might try thinking and acting in a proactive manner.

            “It’s wonderful how being a little proactive can make a guest’s experience memorable,” says Martin R. Baird, chief executive officer of Annapolis, Maryland-based Robinson & Associates. 

Following are five tips from Baird on being proactive.

Number 1 – Great results can come from doing little things before you’re asked to do them.

Number 2 – When you are proactive, you’re thinking for the guest so they don’t have to think for themselves.

Number 3 – Being proactive could be as simple as wiping up a spill or giving a guest the inside track on what’s great at the restaurant.

Number 4 – The assistance you provide will be appreciated and recognized.

Number 5 – Being proactive makes guests feel their welfare is always foremost in your mind as you go about your job.

“If you want your casino to stand out, being proactive is a great place to start,”  Baird says.  “Think of ways to work a positive, proactive attitude into your casino operations.  Don’t wait.  Do it now.”

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.