Ellis Communications, Inc.

Lost Guests, Dirty Premises Are An Opportunity for Casinos;
Lend A Hand, Clean Things Up to Boost Customer Service

            There are two simple things casinos can do to bolster their customer service and set themselves apart from the competition – help guests who are lost and keep the property sparkling clean.

            “All casinos have those areas that guests are looking for and may not be able to easily find,” says Martin R. Baird, chief executive officer of Annapolis, Maryland-based Robinson & Associates.  “Make yourself look good in the guest’s eyes by helping them find their destination.  And you want to be sure that while that guest is wandering around, they see a very clean casino.”

Following are six tips from Baird on helping those who are lost and the importance of cleanliness..

Number 1 – A lost guest is a great opportunity for a wonderful guest-service experience.

Number 2 – They may be looking for a restroom, the buffet or a way to get downstairs.  Whenever the guest is lost, you have a chance to lend a hand and make them feel special.

Number 3 – Instead of telling the guest where the restroom or buffet is located, take the extra minute and walk them to it.  This makes a lasting impression.

Number 4 – Take a lesson out of the Disney handbook:  cleanliness is an integral part of customer service.

Number 5 – If your guests have a good experience but the casino is dirty, it will be difficult to get them to come back.

Number 6 – How many people get up in the morning and say, “Let’s go over to that dirty casino.”  You want them to have positive thoughts about your property, not negative.

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.