Robinson & Associates, Inc., Teams with Service Sleuth to Provide Customer Service Mystery Shopping for Casinos

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Robinson & Associates, Inc., a casino customer service consulting firm, has teamed up with Service Sleuth to offer mystery shopping that provides results within a day instead of weeks.

Robinson & Associates, Inc., a casino customer service consulting firm, has teamed up with Service Sleuth to offer mystery shopping that provides results within a day instead of weeks and comparisons to the level of service at other casinos.

“A recent survey by Yesawich, Pepperdine, Brown & Russell (http://www.ypb.com) and The Innovation Group (http://www.theinnovationgroup.net) shows that 84 percent of casino customers rate service as extremely important,” says Martin R. Baird, chief executive officer of Robinson & Associates. “Other areas of interest to casino guests, such as games, entertainment and food and beverage, weren’t even close in importance.

“Casinos need to ask themselves a serious question – what is the quality of their customer service right now? With Service Sleuth, we can answer that question very quickly.”

Baird said his company and Service Sleuth also can take mystery shopping to the next level by showing casinos how their service stacks up against similar properties. Those properties are not named to keep their shopping results confidential.

“Typically, casinos wait weeks to receive the results of their customer service mystery shops because the data must be entered into computers from paper reports submitted by the shoppers,” says Tom Mills, executive vice president of Service Sleuth. “Shoppers for our company input their findings online and results are available to casinos at a special Web site as quickly as the same day of input. The data is available to Service Sleuth clients online 24 hours a day, seven days a week.”

Mills is licensed as a private investigator in Nevada, a state requirement to conduct mystery shopping.

Based in Annapolis, Md., Robinson & Associates, Inc., is a customer service consulting firm that provides specialty customer service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The company’s Web site, CasinoCustomerService.com, is devoted to helping casinos improve their customer service so they can compete and increase revenues. The company may be reached by phone at 480-991-6420 or by e-mail at [email protected] Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

A division of Howard Services in Franklin, Mass., Service Sleuth is a mystery shopping and customer data collection company with clients in gaming and other industries.

Contact:

Martin R. Baird

Robinson & Associates, Inc.

CasinoCustomerService.com

480-991-6420

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