Casino Reputation and Its Relationship to How Customer Questions Are Answered Are Examined in Interactive Image Announced by Robinson & Associates, Inc.

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Casino reputation and how it can be affected by the way casino employees answer customer questions are explored in an interactive image announced by Robinson & Associates, Inc.

Casino Reputation Can Be Tarnished By Something As Simple As A Wrong Answer to A Question

How casino employees respond to customer questions can make or break a gaming property’s reputation.

A casino’s reputation can be polished or tarnished by how a gaming property’s employees respond to questions posed by customers. Tips about reputation and how questions are handled are explored in an interactive image announced by Robinson & Associates, Inc.

The ThingLink image’s interactive icons explore such topics as:
– Making sure employees are prepared to handle questions and requests for assistance.
– The vanishing employee.
– Responses that begin with “that’s not my department.”
– Pointing instead of actually helping.

About Robinson & Associates, Inc.

Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc., and For 20 years, Robinson & Associates has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based consulting firm to the global gaming industry, Robinson & Associates is the world leader in casino guest experience measurement, management and improvement. Recently, it announced Simply Share, a real-time customer feedback platform that makes it fast and easy for casino customers to share their experience directly with casinos instead of posting comments online at social media sites.

For more information, visit the company’s Web site at or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)com. Read about a variety of topics at Martin Baird’s blog at, including casino-related articles, casino customer service training, mystery shopping tips, casino reputation measurement and improvement, service gap analysis and more. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.


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