Monday, February 26, 2007

Praise Colleagues for Job Well Done

Casino employees who praise their colleagues for a job well done are taking the first step toward turning those co-workers into advocates for the property.  One of the best things a casino employee can do when they see a co-worker or manager doing a great job is to give them praise.  Tell them what they’re doing right and thank them.  Those words go a long way toward encouraging them to do it again tomorrow.  When everyone does a good job as a team, the guests will keep coming back.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

Posted by Marty at 05:15:14 | Permalink | Comments Off

Monday, February 19, 2007

Promptness Turns Casino Guests And Employees Into Advocates

Casino employees who want their guests and fellow workers to be advocates for the property must be prompt.  Be prompt, not only in helping guests but also in showing up for work on time or early.  Guests are forced to wait when an employee is late.  Internal customers are forced to wait.  Everyone in the chain must wait because someone else wasn’t prompt.  Being prompt is a critical factor in a property’s overall success in turning both guests and employees into advocates.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

Posted by Marty at 04:22:40 | Permalink | Comments Off

Monday, February 12, 2007

Outstanding Service is Priceless

There is no way to put a dollar value on outstanding service that turns casino guests into advocates for their favorite property.  Great customer service that creates guest advocates at casinos is priceless.  Managers can’t say, “You smiled, so that’s $100” or “You helped them find their room, so that’s $150.”  Casino employees don’t know how often that guest will come back or how many people they will tell about their great experience at the property, but word of mouth is powerful, and that makes employees’ services priceless.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

Posted by Marty at 17:23:20 | Permalink | Comments Off

Monday, February 5, 2007

Positive Attitude Helps Turn Casino Guests Into Advocates

Having a positive attitude is absolutely critical when it comes to creating guest advocates at casinos.  A positive attitude is 90 percent of the battle as casino employees strive to turn guests into advocates for the property.  Everyone has challenging days and frustrating customers.  If you go into it with a positive outlook, your day will be much better.  If you look at problems as opportunities for excellence, your positive attitude will make it easy to find a solution.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

Posted by Marty at 04:59:21 | Permalink | Comments (2)