Ellis Communications, Inc.

Casinos Have A Multitude of Ideas At Their Disposal
To Improve Service and Make Their Guests Happy

            The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination.

            Any given week or day doesn’t have to be devoted to improving a particular aspect of guest service.  An effective customer service approach can come from a mixture of ideas.

            Following are seven random customer service tips that will help casinos improve the experience their guests have when they walk through the door.  These tips are offered by Martin R. Baird, chief executive officer of Annapolis, Maryland-based Robinson & Associates, Inc., a customer service consulting firm for the gaming industry.           

Number 1 – Smile while you’re working and interacting with guests.  People want to stay and play at a happy, fun casino.

Number 2 – Have a positive attitude.  Guests know whether you have a good or bad attitude and they react to what they sense.

Number 3 – Be proactive for guests.  Think for guests so they don’t have to think for themselves.  The assistance you provide will be appreciated and recognized.

Number 4 – Keep the property clean and sparkling.  If your guests have a good experience but the casino is dirty, it will be difficult to get them to come back.

Number 5 – Casinos that have truly great guest service make sure it starts at the very top of senior management.  They make sure all employees are aware of this

high-level commitment.

Number 6 – Everyone who works at a casino is in the guest-service business.  Employee titles are meaningless.  Each employee must view guests as an opportunity to make a lasting positive impression.

Number 7 – Good service results in longer and more frequent casino visits.  The length and frequency of these visits have a positive impact on revenues and employee gratuities.  Employees can earn as much as 20 percent more in tips.

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.