Posts by Daniel Wood
Ideas to Keep Your Players, Team Members and Community Engaged While You’re Closed
Create in-home entertainment for everyone in your database that will drive a visit when you re-open The past few weeks has shaken the gaming industry, along with practically every other “non-essential” business sector across the nation. In the coming weeks, we will be facing a daunting challenge: How do we re-engage and reenergize our community,…
Read MoreEffective Time Management and Accountability for Player Development
Taking a page out of parenting five boys Over the past 15 years, I have been extremely impressed by the time management and accountability that my wife has implemented in our home with our five boys. (Yes, we have FIVE active, busy, yet amazing boys!). Their ages range from three to 14, and each has…
Read MoreProspecting Strategies for Player Development
Five steps to finding “new” guests using the phone The debate among Player Development teams will always be a challenge: what is the best use of my time? Nurturing existing relationships or finding “new” guests? While the answer to that question will likely always be a moving target, what I can tell you is that…
Read MoreBuild Long-Term Loyalty with Your Players Using the Phone
One of the best jokes about sales people goes something like this, “Ever wonder how to get a sales person to stop working? Just put a telephone in front of them.” I have heard this joke in a variety of renditions over the years, and have personally seen it with teams I have managed. As…
Read MorePredictable Growth for PD
How to prospect new business by using the phone Lead prospecting is one of the most challenging aspects of any sales organization. It always has been, and likely always will be. Why is that? Because it sucks … and it takes relentless focus, determination and persistence. These same characteristics also happen to make up the…
Read MoreHave We Lost Touch with the Human Side of Our Business?
Hosts and player development teams are an essential part of any property’s success, but how much of their time is actually spent having human-to-human interactions with guests? At this July’s Host Development Conference, fellow Raving Partner, Janet Hawk, said, “It’s not about how many calls you make or how many appointments you set or how…
Read MoreWhen We Blow the Expectation of Excellent Service Even Before Our Guests Step Through Our Doors
Are you providing 5-star standards when your phone rings? “OPERATOR!” I yell into the automated system. I punch ZERO. ZERO. ZERO. “Sorry, I don’t understand,” says the mechanical voice. One of my biggest pet peeves is calling a hotel property and going directly into an automated system. From an operator’s perspective, you can…
Read MoreGetting Through to Your Guests
How to avoid the dreaded appearance of “telemarketing” or “spam” calls A good friend of mine recently told me, “I never answer my home phone, since now I’m afraid that it’s just a spam call. And right now, there are probably five new calls on my phone, cleared from last week, and they’re most likely…
Read MoreHow Effective Are Your Outbound Calls?
Assess the effectiveness of your outbound calling — take this quiz! If you utilize outbound callers to engage with your players and encourage additional spending, you likely understand the value and the revenue potential of personal phone contacting. After all, it makes financial sense to assign hosts to create relationships with high-value clients, right? Why…
Read MoreUtilizing an Additional Channel of Contact for Better Results
How to utilize your staff to drive more trips and impact flat revenues Casino executives often devote most of their resources to top-end players, while devoting fewer resources to lower valued players, thus missing out on opportunities to grow the middle segment of their database. Chances are that there’s a group of players that is…
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