Tuesday, May 29, 2007

Make Your Casino Employees Part Of Something Bigger & Cut Turnover

Casino employees who feel they are part of something bigger, such as a goal for the property, are less likely to quit their jobs and that can help reduce turnover.  Motivating employees to increase the number of guest advocates at their property gives them a goal that they can take ownership in and that can help keep them on the job.  Measure the degree to which the casino has guest advocates and express it as an index.  The goal is to increase the index number from 19 to 21, for example.  Ask employees to do five measurable things each time they come to work and explain that those things will help the casino achieve its index goal.  Now employees have a specific companywide goal and they know what they can do to help reach it.  Suddenly, employees know what is expected of them and how they are part of the bigger success of the casino.

To help casinos understand and deal with this issue, we have published a white paper on casino employee turnover.  Those interested in obtaining a copy of the white paper should e-mail Lydia at lbaird@casinocustomerservice.com or call her at 206-774-8856.
 
Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

 

Posted by Marty at 17:32:18 | Permalink | Comments Off

Monday, May 21, 2007

Understand Employee Motivation And Reduce Your Staff Turnover

One of the keys to reducing employee turnover at casinos is knowing what motivates employees to do what they do that helps the casino succeed.  When casinos understand what motivates employees to do things that benefit the property, they will understand their employees’ real driving force.  More specifically, casinos need to know what makes their employees advocates for the property.  Employee advocates risk their reputation by saying good things about the casino to people who may want to play there.  They encourage friends to apply for jobs at the property.  Why do they do that?  Once the casino knows the answer to that question, it should reinforce whatever feeds that motivation.  That will increase the number of employee advocates and turnover should drop.

To help casinos understand and deal with this issue, we have published a white paper on casino employee turnover.  Those interested in obtaining a copy of the white paper should e-mail Lydia at lbaird@casinocustomerservice.com or call her at 206-774-8856.

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

 

Posted by Marty at 07:17:17 | Permalink | Comments Off

Monday, May 14, 2007

Reduce Employee Turnover By Measuring Employee Advocacy

Increasing the number of employee advocates at a casino can help reduce employee turnover, but satisfaction surveys do not measure the level of advocacy at a casino because they don’t address risk.  Casinos that are knee deep in employee satisfaction surveys are wasting their time, energy and money.  Credible research has proven that satisfaction is fickle and that such surveys are only a snapshot in time.  An employee can be satisfied one moment and dissatisfied five minutes later.  Casinos must measure employee advocacy by asking questions that determine if employees would risk their personal reputation for the casino.  The more employee advocates a casino has, the lower its turnover will be.

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

Posted by Marty at 14:02:59 | Permalink | Comments Off

Monday, May 7, 2007

Zero Employee Turnover Is Not Possible Or Even That Desirable

Casinos struggling to reduce their employee turnover should keep in mind that zero turnover is probably impossible and not particularly desirable.  Forget about zero turnover.  People move, finish college, even die.  Casino executives must be realistic about the fact that some people will leave for a variety of reasons and that turnover is a fact of business.  A manageable amount of turnover can be good.  Employees are the lifeblood of any casino, but sometimes a few of them need to be removed for the health of the property.  New employees bring in fresh ideas, abilities and attitudes that can breathe life into the casino.

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

Posted by Marty at 06:50:24 | Permalink | Comments Off