Ellis Communications, Inc.

Casino Guests Want An Outstanding Gaming Experience;
Smiles Go A Long Way Toward Creating That Great Visit

            It’s amazing how much smiles can help casinos go the extra mile in providing quality customer service.

             “Sometimes it’s the simple things that really make the difference in creating a pleasant guest experience,” says Martin R. Baird, chief executive officer of Annapolis, Maryland-based Robinson & Associates.  “Having a smiling staff on the property is truly a simple technique, but it’s effective.”

Following are five tips from Baird on why smiling is an important element of top-notch customer service. 

Number 1 – By simply smiling while you are at work, you are helping the guests have a more enjoyable visit.

Number 2 – We all like to be around smiling and happy people.  They make us happy, too.

Number 3 – It’s a proven fact that people feel better when people smile.

Number 4 – Smiles make a great first impression. 

Number 5 -- People want to stay and play at a happy, fun casino.

            “A smile can make all the difference in the world – even the difference between an outstanding gaming experience at your casino and a less fulfilling experience at a competitor’s establishment,” Baird says.  “That’s a difference you definitely want to cultivate.”

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.