Casino Customer Service

“The memory of bad service lasts longer than the shock of high prices” – Fortune Cookie.

I kid you not.  This was the message in a fortune cookie I recently cracked open.  I love it!  This could be one of the wisest fortunes I have ever read.  I wish I had written it.  This is a gem of an idea that all casinos should take to heart.

Lousy service will last longer in a casino guest’s mind than the act of paying a little more for good service.  Think about yourself for a minute.  Do you remember the last time or place that you had less than great service?  I believe you do.  I live in
Boise, Idaho, where poor service doesn’t happen nearly as often as it did when I lived in the eastern U.S.  But it does still happen from time to time and it’s never far from my mind.

I can remember at a very detailed level two unfortunate service experiences I recently had in one week.  I can see the people providing the service, their facial expressions and their lack of caring.  These folks didn’t appreciate me as a customer.  They could have cared less about the business I was giving them.  They were doing time at a job.  It probably was similar to doing time in the “big house,” except they went home at night.

But if you asked me to tell you the last time I paid too much for something or was shocked by the high price, well, I couldn’t even guess.  Now this is not because I’m on the Forbes 400 Richest list or use $100 bills for bathroom wallpaper.  Far from it.  The simple reality is that I remember my service experiences much more than I remember the amount of money I spend.

Now let’s put all this in the context of today’s rotten economy.  One would assume that with the economy on the skids, people now care more about money than service.  After all, they have less money to spend, so they care more about it, right?  In other words, the good old days of job security and using one’s home equity line of credit like an ATM are gone and people are more critical about how much cash they have in their wallet.  I agree that people are more careful with their money these days, but that misses a critical point.   Home prices have plunged and people worry about their jobs, but I don’t think that drives them into the world of nothing but price-only shopping.  I know first-hand that it drives them to seek out valued experiences.

The day I wrote this column, I had a conversation with a young neighbor.  She commented that she and her husband have a small eating-out budget.  They try to make it a date night and hire a baby sitter so they can be adults for a few hours.  True, price is a consideration because apparently they don’t have much to spend.  But even though money is tight, they still want to get out.  I think if push came to shove, they would find the money for a great experience.  If this young couple could get a reasonably good steak and fair service for $20 each, don’t you think they would pay $25 per person for a smaller but better cut of meat and great service so they could have a more memorable total experience?  It’s highly likely they would.

The message I want you to take to your front-line employees is this:  now is the time to give every guest an exceptional experience.  Now is the time to give them even more value so they can’t wait to tell their family and friends about your casino.  It’s critical to make service the number one priority for each and every person at your casino.  In the good times not so long ago, many casinos talked at length about the importance of guest service, but that’s as far as it went.  Today, that talk must be put into action as people take a critical look at each dime they spend.  They are not only being critical about the price of something, they are being critical about the value they receive, about the experience it brings them.

For example,  I received an e-mail from an electronics store advertising a 37-inch high-definition LCD television for $499.  That seems like a super deal to me!  If one of your guests received the same ad, think about the entertainment value he would receive from the TV.  He could watch crystal-clear sports and movies, play games and even do some shopping.  And he could enjoy all that for years to come.  To me, that is a strong entertainment value.

That guest could bring the same $499 to your casino for a couple of visits.  He might win but probably wouldn’t.  He may see a show or have a great dinner, but a couple of hours later that would be old news, in most cases.  So why would a guest spend that money at your casino versus buying a new HD TV?  The only answer is because of the great entertainment value you provide through your service.

The fortune cookie talks about the lingering memory of bad service.  How long do you think the memory of good service lasts?  Research indicates that the memory of negatives lasts five to 12 times longer than the memory of positives, depending on who did the research.  This means you need to have a much higher level of great service if you want to be remembered.  For your casino to have long-term success, you can’t afford to give a guest a bad experience even once in these challenging times.

Finally, if you want to consistently give your guests a great experience, you must establish service standards for the property as a whole and for each department individually.  Do that and all employees will clearly know what is expected of them from a service perspective.  Standards are what you use to hold people accountable as well as to direct improvement for the next guest interaction.

This article originally appeared in Native American Casino

Martin R. Baird

Robinson & Associates, Inc.

mbaird@casinocustomerservice.com

www.casinocustomerservice.com

480-991-6420

I believe casinos are losing one of their traditional roles in the entertainment industry – serving as a refuge from the troubles of the outside world.

A newspaper article in the Arizona Republic stated that movie theater ticket sales are doing well.  It noted that industry insiders say movies have long been a refuge for the masses during economic downturns.  Then it had an interesting quote from Patrick Corcoran of the National Association of Theatre Owners in Washington, D.C.:  “If times are tough, people still need to get out and get away.”

Yes, people do need to get away and they used to flock to casinos to do that.  We all know that isn’t happening right now.  So what can you do to make your casino a refuge again?  I am convinced that the answer is as simple as getting back to the basics of good service.  Quality service then leads to the ultimate goal – creating an outstanding gaming experience.

Heck, if movie theaters can get people to spend their money on what may or may not be a good movie, then casinos can get people to try gaming.  There’s a 50-50 chance a moviegoer’s experience will be lousy.  Either the movie was good or it wasn’t.  But great service can give casino guests a good experience each and every time even though they lose some money.  Give people that experience and they likely will come back to play again.

Casino employees need to start thinking about some rather vague words and phrases that relate to having a good experience and then find ways put them into action. 

Take the word “great,” for example.  Guests should have a great time at your casino.  You want every person who walks out of your property to leave feeling great.  If you do the right thing, if you help them in every way you can and treat them like a guest, chances are they will have a bounce in their step as they leave.  Odds are they will already be upbeat the next time they come to play because they will anticipate a great experience.

The phrase “good time” is another example.  Many people patronize casinos simply to have a good time and nothing more.  Guests know in the back of their mind that the chances of winning are fairly slim.  But they’re OK with that because they come to your property to have fun and escape for awhile.

“Unbelievable” – that’s the kind of experience your guests must have.  They must be in awe of how much fun they had and how nice everyone was.  When guests visit your property, they must have an unbelievable experience they can take home.  That’s what they have to show for the time and money they spent at your casino.

What about the word “warmth”?  Guests don’t want to walk into a place that feels sterile and cold.  They want your casino to project warmth and personality and you’re a major part of making that happen.  Your smile and eye contact help guests feel warm and welcome.

This may sound a little corny, but if your guests had such a wonderful time at your property that they had to make up a word to describe their feelings, “yowza” would be ideal.  If you can find a way to get people to actually exclaim “yowza!” because they had so much fun, well, you’ve done your job.

There are plenty of other words that describe the kind of gaming experience casinos need to deliver – exceptional, stupendous, marvelous.  Sure, they’re vague, but all it takes is the right word to get casino employees thinking about ways they can make that word happen.  I firmly believe casinos can reclaim their rightful place as a refuge for people in tough times.  These days, people want and need to get out and get away.  Give them a reason to come to your place.
 
This article originally appeared in Casino Connection.

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

“Time is money.”

This profound statement is commonly attributed to Benjamin Franklin.  If Ben indeed coined this phrase more than 200 years ago, then he was a wise man.  These words are amazing and true.  For example, the time you spend reading this article has a cost to you.  Thus, if you could do something else more valuable with 10 spare minutes, then reading this article is a waste of your time and, as the quote says, your money.

Let’s fast forward to the 21st century and see how Ben’s thinking applies to our modern world so troubled by a faltering economy.  Let’s see if there’s a lesson for the gaming industry.  (Hint:  keep reading because there is a lesson here.)

I recently read a Forbes magazine article about the “Distress Bus” airline flights from New York to Detroit.  Planes on this route are filled with a variety of experts who work with auto manufacturers and suppliers to help them survive the current downturn in the auto sector.  The article estimates that the Big Three and their suppliers spent more than $500 million in the last year on fees for advisors and experts.

Half a billion dollars!  That certainly caught my attention.  How do General Motors, Ford and Daimler Chrysler justify spending that kind of money?  How do they explain this to their directors, stock holders and employees?

GM is the world’s largest auto manufacturer and has been the annual global industry sales leader for 76 years.  Founded in 1908, GM today employs about 284,000 people around the world.  It manufactures cars and trucks in 33 countries.  In 2006, 9.1 million GM vehicles were sold globally.  So why does a company that has almost 300,000 employees and the ability to churn out millions of cars and trucks need to hire consultants?  Couldn’t a few of these GM folks develop an internal solution to the company’s woes?  Doesn’t GM have the bench strength?

Old Ben has the answer to all these questions.  Time is money!

Of course GM and the others could blaze a trail to renewed success on their own.  Of course they have talented people.  But they know that time is money.  GM generated $181 billion in revenue in 2007.  That’s almost $500 million a day.  At that rate, it would cost GM more than $347,000 per minute to create its own solutions.  Perhaps outside consultants could devise some answers much quicker and cheaper while GM focused on running the day-to day business.  Obviously, the Big Three have decided consultants are the way to go.

Now let’s turn to the gaming industry.  It is becoming increasingly clear that the slowing economy is trickling down to gaming, where casino revenues are declining.  What is it worth to your casino to find solutions to this problem faster?  Do the math and you maybe shocked.  There are many excellent consultants in the gaming industry that cam help your casino find better solutions faster than doing it on your own and that can mean real savings.  Time is becoming more expensive for casino executives.  Journalists write about the cost of crude oil, gasoline, food, etc., but they never mention the cost of time.  I think if you are a casino CEO, president or GM, the cost of your time is much greater than it was a few years ago.  I know some of you are thinking you deserve a raise!

The cost of your time has skyrocketed because gaming has changed forever.  The casino market is ultra competitive and becoming more so every day, while the soft economy makes each decision even more important.  The right decision regarding your employees could save your casino thousands of dollars this month.  It could create more employee and guest advocates at your property as the months roll by.  Decisions concerning your guest experience and how you manage it could make the difference between your casino surviving or not.

Call me a drama queen, but I think this is critical.  During these challenging days, there are no small decisions and time is of the essence.  Each moment you spend trying to find a new way to succeed could cost you future rewards.  Believe me, I’m all for new and better ways.  If I wasn’t, we would never have created our Advocate Development System.  We would have continued providing guest service training and been happy to leave it at that.  As I see it today, the risks are potentially too great to ignore proven systems.

“You may delay, but time will not.”  It appears Benjamin Franklin also said that.  If time is money, then delay is the loss of money.  The time it takes you to take action costs you money and opportunity.  

The Big Three auto makers invested $500 million in consultant assistance because they knew it was too costly to develop solutions internally.  Here’s a simple way of explaining their decision.  I could make repairs to my home’s heating and cooling system if I was willing to learn how HVAC works.  I could brush up on the subject, talk to experts and buy the right tools.  Of course, I probably would make mistakes, break something and have to buy new parts.  Still, I could do it.  But how much would it cost me in time spent learning, in time spent doing the work, in time given up that I could have devoted to my family?  How uncomfortable would we become until I finished the job?

Here we are a couple of hundred years later and old Ben is still as profound as he was while alive.  Time is money.  In today’s gaming world, your time is very expensive.  How will you spend it?

This article originally appeared in International Gaming & Wagering Business.

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

Training programs should get casino employees fired up about providing quality guest service, but they often backfire because they’re boring.  First employees get restless, then they can’t concentrate and eventually they begin to nod off.  Boring training is a waste of time, energy and money but, unfortunately, that’s the quality of instruction many casino employees receive when it comes to guest service training.  It’s time gaming properties got it right and reaped the rewards of their training programs.

Following are five tips on how to avoid boring training that hinders employees’ ability to provide guests with only the best in service.

Number 1:  Offense is the best defense.  Don’t accept an outside trainer’s assurances that his or her program is effective.  If they want your business, they must give a demonstration.  Contact a few training companies, make them audition and select the one that’s right for you.  Be sure the company you choose is capable of making a two-hour presentation fun and interactive.

Number 2:  Treat your employees like adults.  Adults learn by participating, not listening to a lecture.  Your service training should be lively, dynamic and participant centered to keep attendees interested and focused.  Design a program that forces your employees to use all their senses.  That increases retention of information.

Number 3:  Make it fun.  Training should be fun as well as educational.  When people are having fun, they’re more open to learning, to trying new ideas and concepts.

Number 4:  Use pertinent, high-quality content.  The presenter should talk about authentic challenges to providing quality guest service in a gaming environment.  Dynamic delivery is not enough.  The information must be realistic and useful.

Number 5:  Encourage self-learning.   To round out the information given by the presenter, let the attendees share their ideas.  Let them learn for themselves.  Guest service training requires participants to shed old ideas and habits and accept new ones.  They will be more receptive to change if they are part of the process.

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

Back in the spring of 2006, a thought occurred to me that proved prescient.  I wondered if casino guests would be willing to burn $5-a-gallon gasoline to drive to a casino and have a little fun.

At that time, global oil prices had set a shocking record topping $72 a barrel and Americans were grumpy because they were paying $3 a gallon for gas.  Wow, that seems like the good old days now.  At the time I wrote this column, crude was selling for more than $130 a barrel and $4-a-gallon gas was a harsh reality.  That was for regular, folks.  Motorists buying premium or diesel were paying close to $5 in some cities.  Which means $5 for a gallon of regular gas is no longer a stretch.  In fact, I’m beginning to wonder about $6 a gallon.

With our economy very shaky today and the cost of everything going up, Americans are no longer grousing as they fill their tanks.  They’re genuinely worried.  And they’re not always topping off.  Many people only buy half a tank of gas or less because it’s so expensive.

So all this begs the question that first popped into my head in 2006.  Are your guests willing to pay $5 a gallon for gas – or more – so they can drive to your casino?
Actually a more pointed question is do you provide $5-a-gallon guest service to entice guests to your property?  Are you creating a gaming experience that encourages guests to make a cash investment just to walk through your door?

Following are some suggestions on how casino employees can polish their guest service and the gaming experience they deliver.  You may be surprised at how easy it is to implement these ideas.

Customers Or Guests?  Perhaps I’m splitting hairs here, but try to think of the people who play at your casino as guests rather than customers.  A customer is someone who buys a good or a service.  A guest is a person who receives hospitality or is entertained.  In the gaming business, your goal is to have guests.  You’re part of the entertainment and hospitality.  So it’s important that you think of people who walk through your door as guests.  If it helps, think of them as people who are coming into your home.  They are not customers who put three dollars on the counter and leave with something.

Happy.  Happy is such a simple word.  We all want to be happy and casino guests are no different.  Sometimes you have to go above and beyond to make them happy, but that’s not necessarily difficult.  Above and beyond is simply remembering a guest likes two olives in their drink or that they prefer a specific game.  Go ahead, make your guests happy.

Welcome.  This is another simple but important aspect of good service.  Every guest is welcome.  They’re welcome to play, eat, stay in the hotel and swing their clubs on the golf course.  They should feel welcome, not out of place or uncomfortable.  Your job is to monitor your attitude and actions so you don’t give the impression that guests are a bother.  Make them feel as welcome as an old friend.

No Exceptions.  You cannot get away with failing to provide great service to everyone.  No exceptions!  Players who park themselves in front of nickel slots for an entire evening are not an exception to the rule of offering good guest service.  They deserve a great experience as much as the whale that plays tens of thousands of dollars per hand.  Every guest deserves a great gaming experience each time they visit your casino.

Knowledge.  Being knowledgeable about your job responsibilities and how you can better serve guests is critical.  You also want to be knowledgeable about what’s happening around your property so you can help guests when they have questions.  Knowledge gives you the power to make things better for your property, your guests and yourself.  The more you know, the better.

Gratification.  There’s nothing wrong with wanting to get something out of all this for yourself, as long as the good vibes go both ways.  When you provide good service, it can give you – and your guests – a feeling of gratification.  For example, you help someone with physical needs carry a tray or find a restroom.  A guest is a little down in the dumps and you find a way to make their day a bit brighter.  That’s great service that can create warm feelings inside for you and your guests.  There’s nothing wrong with gratification.

Only a few years ago, who would have dreamed that gas would cost $4 or more and that service station pumps would become competitors for the gaming industry? Sadly, that day is here.  But there is something you can do to compete.  Give your guests stellar service.  Give them a reason to burn a little gas to come visit you.

This article originally appeared in Casino Connection.

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

Casinos interested in third-party reviews of their internal operations should be sure their employee reward and recognition program is given a thorough evaluation.  All too often, an employee reward and recognition program is an entitlement program that happens the same way year after year for no other reason than that is how the casino has always done it.  But this program is an important follow-up step to employee guest service training.  Employees who actively demonstrate the lessons learned in training should be recognized and rewarded for doing so.  This gives employees the incentive to continue to do their best.  Thus, the reward and recognition program should be evaluated to be certain it is an effective one.

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

Launching of a casino guest service program does not have to be tied to the beginning of a new year and the planning process leading up to it.  It’s never too late to start a guest service program and reap the rewards.  Fall is just around the corner and now is as good a time as any for casinos to get their service plans in motion.

Following are five steps to starting, implementing and maintaining a guest service plan.

Number 1:  Review and revise your standards.  Focus first on your existing service standards and be sure to take a hard look at guests’ standards.  You need to know where your standards are today and where your guests want them to be.  Set standards that meet or exceed guests’ needs.

Number 2:  Get management to buy in.  Outstanding service must start at the top with a commitment and a pledge of support from management.  This attitude must spread to all staff members and management must visibly support the execution of a guest service plan on a daily basis.

Number 3:  Give staff members the necessary skills.  Few people naturally excel at providing good service.  Your employees will need training to learn these new service skills.

Number 4:  Reward, reward, reward.  Once the staff has the necessary skills, they need a reason to use them.  Create and launch a reward and incentive program.  Focus on the positive and let employees know they’re doing a good job.

Number 5:  Make service an ongoing commitment.   No one will buy into a guest service program if they think it’s just the management idea de jour.  Keep the program going and make it the backbone of your casino.

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

In this article, I’m not hypothesizing about what is happening in the world.  I’m TELLING you there are some scary facts available to those who pay attention.  These facts can no longer be ignored or discounted if you want your casino to have long-term success.

Fact:  The United States is in a recession.  This is not a downturn or bursting of a bubble.  We’re flat out in a recession and that is serious business!  This is not my simple opinion.  This statement comes from Larry Kudlow.  Kudlow was educated at the University of Rochester and Princeton University.  He started his career as an economist for the Federal Reserve Bank of New York and has consulted with presidents on the economy from Ronald Reagan to George W. Bush.

In April, Kudlow wrote an article for National Review magazine titled “The Therapeutic Power of Recessions.”  A subhead under the title stated, “Economic excesses occur in free-market economies, and from time to time they must be cleansed.”  When I read that thing about cleansing, it gave me a not-so-good feeling in my stomach.  Ludlow is not a politician or stock market jockey trying to get your money.  He is a highly regarded economist telling all who will listen that they need to get ready to be cleaned out.

You may be thinking that I’m extreme and fixating on only bad news.  Perhaps, but  I’m hearing too much information from too many people to not take this recession seriously.  You may also be thinking that gaming is countercyclical.  Basically, this means that when the economy goes down, the casino business goes up.  I believed that for a long time, too, until I couldn’t find research to support it. 

The casino world today is unlike anything it has ever been.  Competition is at a level that could never have been imagined.  And now a recession is competing for the dollars that guests have so willingly spent at casinos in years past.  This is not a good combination.

Think of the Sacramento and bay area markets.  In the past, people in those areas only had Reno or Tahoe for gaming choices.  Then some innovative people opened Cache Creek Bingo nearby.  Fast forward to today and Cache Creek has an amazing casino, resort, spa, golf course and restaurants that rival the best of the best.  In the interim, a casino opened on the other side of Sacramento, and this year an additional property will be available.

In the old days, Americans went primarily to Atlantic City, Las Vegas and Reno to gamble.  Now gaming is considered entertainment, and casino patrons have hundreds of brick-and-mortar properties to choose from.  And don’t forget online gaming.  This model didn’t exist in the past.  The gaming world has changed, competition is in the stratosphere and our economy is hurting.  Each of you reading this column needs to take action NOW to be prepared for the cleansing!

Now is the time to make decisions and take action.  Some people will hide and hope.  This is often referred to as the ostrich principal.  Some will worry about what is happening.  And there’s the group of people I’m addressing in this article – you see the real issue and take action to make life better for your guests and employees.  Will you be proactive and make the cleansing a positive situation? 

This is not the time to cut and run.  It’s hard to invest when cash flow is down, but that is exactly what you need to do.  Investing in your product today will make your drop in business less serious and your return to growth faster.  Investing today could mean your casino’s business is flat over the next 12 to 18 months and that could be an important success to celebrate.  This is not easy to read when many of you are used to amazing growth rates and skyrocketing profits that crush the previous year’s results.

Please read this column again and call the team together to plan your attack.  Your plan must start with your guests and creating an amazing gaming experience for them so they come as often as they can and look forward to their visits.  Your plan also needs to touch your valued employees because many of them are also affected by the economy.  They may have family members who have lost jobs.  Their gasoline and food bills are climbing.  All of this makes it difficult to be motivated at work because just having a job isn’t always a real motivator.  So invest in your employees to keep them focused and driven.  They are the key to providing the gaming experience that keeps your guests happy.

I know you will make it through the recession.  Economic tumbles come and go.  I am challenging you to do what must be done now to make your casino’s dip as small as possible.  That will not only help you today, it will set the stage for the future when your property makes a rebound that is faster than the rest of the market.

This article originally appeared in Casino Connection.

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

If casinos want guests to stay and play longer, they should offer outstanding service to give them a reason to do just that.  Good service results in longer and more frequent casino visits.  The length and frequency of these visits are directly proportional to revenue.  Longer and more frequent visits translate into more gratuities for employees.  Staff members can earn as much as 20 percent more in tips.  The collateral benefit of improved gratuities is improved morale and employee retention as well as lower employee turnover.  Casino management that rewards its employees for excellence achieved on a daily basis will realize fiscal benefits quickly.

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

Casinos that offer special deals to lure guests during these slow economic times are making the mistake of renting players instead of emphasizing superior guest service that can generate repeat and new business.

Casinos may attract guests with specials, but those people will fade away once the specials are gone.  That’s the same thing as renting guests and that does not create future growth.  Only stellar service can help a casino cope with today’s economy and lay the foundation for future success.

Following are some tips on how casinos can keep guests playing today and tomorrow.

Think of Players As Guests.  Try to think of the people who play at the casino as guests rather than customers.  A customer is someone who buys a good or a service.  A guest is a person who receives hospitality or is entertained.  In the gaming business, your goal is to have guests.  It’s important that you think of people who walk through your door as guests.  If it helps, think of them as people who are coming into your home.

Make Guests Happy.  Everyone wants to be happy and casino guests are no different.  Sometimes you have to go above and beyond to make them happy, but that’s not necessarily difficult.  Above and beyond is simply remembering a guest likes two olives in their drink or that they prefer a specific game.

Make Guests Welcome.  All guests should feel welcome so they can enjoy themselves.  Every guest is welcome to play, eat, stay in the hotel and swing their clubs on the golf course.  They should feel welcome, not out of place or uncomfortable.  Your job is to monitor your attitude and actions so you don’t give the impression that guests are a bother.

There Are No Exceptions to Providing Service.  Casino employees cannot get away with failing to provide great service to everyone.  Players who sit at nickel slots for an entire evening are not an exception to the rule of offering good guest service.  They deserve a great experience as much as guests who play tens of thousands of dollars per hand.  Every guest deserves a great gaming experience each time they visit your casino.  No exceptions!

Be Knowledgeable.  It is critical for casino employees to be knowledgeable about their job responsibilities and how they can better serve guests.  You also want to be knowledgeable about what’s happening around your property so you can help guests when they have questions.  Knowledge gives you the power to make things better for your property, your guests and yourself.  The more you know, the better.

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