Ellis Communications, Inc.

Great Service, Guest Advocates Are A Necessity for Casinos

            Providing the kind of stellar customer service that can make casino guests into advocates for their favorite properties is more than just important, it is absolutely necessary.

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

Tip:

“There was a time in the gaming industry when guest service was seen as almost a luxury.  Properties didn’t feel they had to provide it.  There were only casinos in certain parts of the country and they owned the market, so why should they provide great service?  Well, those days are long gone.  There are casinos in almost every state in the U.S. and in every country on the planet.  It’s no longer enough to have a beautiful building.  To succeed in today’s competitive environment, gaming properties must provide great service.  It’s necessary.  And it’s no longer enough to have happy guests.  It is necessary that casinos do everything they can to have 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.