Ellis Communications, Inc.

Casinos Should Stop Worrying About Satisfaction
And Focus Instead on Guest and Employee Advocates

One employee cannot create a cadre of guest advocates for a casino. It requires effort by every employee at the property.

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

Tip:

“One employee or a few employees cannot provide a great gaming experience because it’s a team effort. Every employee must pursue the goal of stellar guest service every day in order to create more guest advocates for their casino. If one employee fails to pull their weight, that’s the employee who is remembered the most by the guest, the one the guest tells all their friends about. This may not be fair, but it’s a fact. Everyone must make a positive contribution to the cause of creating more guest 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.