Boise, ID (PRWEB) February 14, 2013
Casino employees have challenging jobs in a highly competitive industry, but they simply must overcome their difficulties so they can provide only the best in customer service and make their property stand out from the others. Robinson & Associates, Inc., has announced four tips that will help casino staff members achieve this goal.
“The public thinks that casino employees have easy jobs,” says Martin R. Baird, chief executive officer of CasinoCustomerService.com and Robinson & Associates, a guest service consulting firm to the global gaming industry. “They work in some of the most beautiful structures ever built. They interact with beautiful people who come to have fun and relax. Here’s the truth. Casino jobs are so challenging it can be quite difficult to provide the one thing that makes one property stand out from another – great customer service.”
Baird offers the following four tips to help casino employees overcome the challenges of their jobs and offer not just a great gaming experience, but a competitive experience as well.
Service Is Never of Less Importance. Casino customers sometimes do unpleasant things, but the service still must be provided, Baird says. “Casino guests have been known to drink too much and get sick all over a table game,” Baird notes. “They blow smoke in employees’ faces. They leave messes for someone else to clean up.
“These problems do not provide an excuse to provide less than stellar service. Under these circumstances, employees should pause and remind themselves that service is not less important at the moment, just harder to do. This should give them the courage to solider on and provide great service with a smile.”
The Customer Is Always the King. Customers come in all shapes and sizes with an endless variety of personalities, but they are all of utmost importance, Baird says. “The Great Recession should have taught employees a valuable lesson,” Baird says. “Guests must not be taken for granted because their numbers can significantly dwindle under the right circumstances. Parking lots will not always be full year after year. Therefore, each customer is a king. Treat each guest like a king and he will come back to play again.”
Be Your Best Critic. Employees don’t always see themselves in an accurate light, Baird says. “Employees should remind themselves at the start of their shift that their livelihood is in direct proportion to the kind of gaming experience they help customers have,” Baird notes. “Employees know they need the tips. What they sometimes forget is that the tips are a reflection of the service they provide. Thus, they should always question how well they are doing their jobs. They should evaluate their performance every day.”
A Winner Doesn’t Always Win. “When people come to a casino to be entertained, they hope to walk out with more money than they brought but they often don’t,” Baird says. “But winning doesn’t have to mean leaving with more money. People can have a great experience and lose money and still feel like a winner. Customers who lose money can still have a great time thanks to the efforts of the casino staff.”
Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc. 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 http://www.casinocustomerservice.com or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)com. Read about casino customer service improvement at Martin Baird’s blog at http://www.mbaird.blog.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.