Casino Customers Drive Need for Service -- Theyre the Boss, Says Author
Casino employees need to remind themselves every day of the true value of their customers -- guests are the real boss and thats why each and every one deserves only the best in service.
(PRWEB) June 10, 2005 -- Casino employees need to remind themselves every day of the true value of their customers -- guests are the real boss and thats why each and every one deserves only the best in service.
Dont kid yourself; the person who is actually in charge each day at your casino is the customer," says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a customer service consulting firm for the gaming industry. There would be no casino at all if there were no customers. Customers are extremely valuable and should be treated as such."
Bairds new book, Gaming Guest Service from A to Z" uses the alphabet to explore important words to help gaming executives, managers and employees understand how critically important outstanding customer service is and how to provide it. The book has all the letters of the alphabet and each letter has a series of words that give insight on how to provide great customer service.
The following are helpful tips excerpted from the books section on the letter V.
Value: Customers want to feel valued. They dont normally have something tangible to walk out with when they leave your property. Its important that you do what you can on each visit to make the customer feel valued.
Valuable: Every customer is valuable because without them, you wouldnt have a job. Remember the customers are the ones who actually pay you, which makes them extremely valuable. Treat them like your boss or your best friend because theyre valuable to the property and, ultimately, to your success.
Voice: The way you say something has a huge impact on what people hear. Casinos are noisy, so your voice needs to cut through, but in a calm, friendly, smiling and welcoming manner. The way you say words often has more impact than the words themselves. Your voice is telling a story, so make sure it tells a warm and happy story.
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 companys Web site, http://www.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. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
Contact:
Martin R. Baird
Robinson & Associates, Inc.
http://www.casinocustomerservice.com
480-991-6420
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