Magazine Article Reveals Casino’s Secret to Success: A Unique Approach to Creating Employee Enthusiasm, Improving Customer Service

Share Article

Indian Gaming Magazine article shows how Coushatta Casino Resort utilizes Robinson & Associates’ “Train the Trainer” program to implement special initiative to improve customer service and create a service culture. Employees achieve personal success and spread enthusiasm for service.

Improving casinos customer service for almost 20 years!

Casino Customer Service

Casino finds success with unusual program that pushes employees to achieve personal success and embrace a culture of stellar casino service.

An article published today in Indian Gaming Magazine describes how Coushatta Casino Resort in Kinder, Louisiana, has taken an unusual approach to polishing its customer service and improving its competitiveness. As explained in the article in the magazine’s May issue, Coushatta rolled out Robinson & Associates, Inc.’s “Train the Trainer” program to give a boost to its casino customer service and get its employees excited about creating a service culture at the property.

“With today’s competitive environment and sluggish economy, casinos need to look at new ways to grow their business,” says Martin R. Baird, chief executive officer of Robinson & Associates, a guest service consulting firm to the global gaming industry. “This article shows how one casino found an exciting way to give its customer service a shot in the arm, change its culture and, in the process, give itself a competitive advantage.”

Titled “Unique Training Program Proves to be a Major Success for Coushatta Casino Resort,” the article explains that the casino adopted an “Ultimate Southern Gaming Experience” initiative and utilized “Train the Trainer” to implement it. According to the article, “The concept behind the (Train the Trainer) five-day program is to select a group of 10 to 12 employees at a casino and train them, then these employees hold training sessions and teach other casino employees how to improve the property’s customer service. The program is billed as highly interactive, intense, grueling, challenging, uncomfortable and at times gut wrenching.”

The article quotes Baird as saying the program pushes the employees to go through exercises they think they can’t possibly do. When they succeed, they believe in themselves, become empowered and transfer that excitement to other employees and onto the casino floor.

The casino’s efforts are paying off. The article quotes Conrad Granito, Coushatta’s general manager, as saying, “When you roll out something that changes the culture, you have long-time employees who say, ‘this is the flavor of the month.’ But with Train the Trainer, this Ultimate Southern Gaming Experience is now embedded in our culture. These are front-line supervisors, managers and staff who have gone through the process and used it. So it’s ours. That’s the key. For them, it was a whole new level of confidence, a new skill set. They are championing it.”

Bill Gadberry, Coushatta’s director of human resources, is quoted in the article as saying the casino’s customers are responding positively as well: “We’ve gotten a lot of comments like ‘whatever you’re doing, keep it up. People are friendly, smiling and helpful.’ When I read those, I can’t help but start smiling. They’ve noticed and they are telling us and some of them are becoming incredibly loyal and that’s where you start building guest advocates.”

About Robinson & Associates

For nearly 20 years, Robinson & Associates, Inc., 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 and improvement. 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. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Visit website