Casinos Need to Have S.M.A.R.T. Service Standards if They Want to Have an Outstanding Guest Service Experience

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S.M.A.R.T. Review for casino customer service standards announced today by Robinson & Associates. In this highly competitive gaming market casinos need to focus on great customer service not just talked about. Making sure customer service standards are in place and S.M.A.R.T. is the first step.

Improving casinos customer service for almost 20 years!

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Casinos that want to thrive during these challenging economic times need to be smart.

The S.M.A.R.T. Review announced today by Robinson & Associates, Inc. takes the guess work out of casino customer service standards. “Casinos that want to make it through these challenging economic times need to be smart. That means, having service standards that are S.M.A.R.T.,” said Martin Baird CEO of Robinson & Associates.

“Several years ago all a casino needed to do was open and people would flock to it. Those days are gone. With increased competition and bad economy, casinos need to change if they want to survive,” Baird says. “Saying that you are customer service focused is not enough.”

“First, casinos need to have service standards. They need to have in-writing what is expected and what it will look like during a customer’s experience,” mentioned Baird.

The S.M.A.R.T. Review starts by reviewing each of the property wide standards and then goes down to the departmental level to make sure they are in alignment for success.

“Of the casinos that have service standards they are often not measurable. For example, how do you quantify 'energetic' or 'great smile'? If it can’t be measured, it can’t be demonstrated and it can’t be improved,” Baird stated.

Robinson & Associates’ S.M.A.R.T. Review looks at the casino’s standards to see if they are Specific, Measurable, Attainable, Realistic and Time-bound. With almost 20 years of experience they quickly identify the problem and recommend ways to correct it.

Baird said, “Without S.M.A.R.T. casino guest service standards the executive team is left 'hoping' that associates will perform and not knowing that they will."

For more information, visit the Casino Customer Service Web site at, call 208-991-2037or e-mail Lydia Baird, Director of Business Development, at lbaird(at)casinocustomerservice(dot)com. The web site is filled with articles, releases and information about casino customer service.

Based in Boise, Idaho, Robinson & Associates has been helping casinos across the country and around the world measure, manage and improve their guest’s experience for almost 20 years. They are most recognized for their fun and innovative participant centered casino customer service training and Train the Trainer programs. They are a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

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Martin Baird
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