Ellis Communications, Inc.

Customer Service Buddy Is Ideal for Staying on Track
And Being Accountable for Your Service Plan

            Casino operators who strive to improve their customer service will achieve a higher degree of success if they simply hold themselves accountable for reaching their service goals.  One way to do that is to have a customer service buddy.

             “A little help from a friend is a great way to stick to your service plan,” says Martin R. Baird, chief executive officer of Annapolis, Maryland-based Robinson & Associates.  “I call it the customer service buddy system and it’s simply partnering with someone to reach your service goals.”

Following are four tips from Baird on how to implement a customer service buddy system. 

Number 1 – You can use a variety of people for your buddy.  It could be a close friend or an employee.

Number 2 – After you have selected your service buddy, explain your plans and what you’re trying to accomplish.

 Number 3 – Give your buddy important dates and milestones in your service plan so they can contact you and see how you’re progressing.

Number 4 – Offer incentives.  For example, take your buddy out to dinner each time you meet or exceed your monthly service goals.  That’s a very small investment for reaching your goals and staying on plan.

            “A customer service buddy system is something simple you can do to make it easier for you to succeed with your service plan,” Baird says.  “Doing this could be the first step toward climbing to that new level of service that you have always wanted to reach.”

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@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.