Guest Service
On the road again! I just can’t wait to get on the road again! The life I love is teaching service (and casino player development tips) to my friends, and I can’t wait to get on the road again! I do love what I do! Everything I’ve learned in my 33 years of being in…
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In exchange for the losing bet? Not only is it long-time Partner’s Steve Browne’s birthday this month, he is fast approaching his 20th anniversary with Raving. Slowing down? Not exactly! He’s been with clients all over the globe this year with a stop off at Raving’s Host Development Conference, July 17-19 in Las Vegas. Because…
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From some of the most successful gaming companies Prepare to be amazed! After 24 years in the gaming industry, 15 of which were spent as a casino marketing consultant, I finally have some useful information to share. (C’mon, I’m joking). Honestly, one of the great benefits of working with scores of gaming companies across North…
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Are you providing a total guest experience? How is the connection/communication between the casino and hotel? Marketing and the hotel? What about the PD team and the hotel? This communication is vital, not just for getting information to the guest, but the overall success of the property as a whole! Sometimes the first point of…
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We now live in an age where our customers are more educated about our product than ever before. According to a recent study conducted by Forbes, 82% of consumers do research online before they ever venture into a retail establishment to make a purchasing decision. Additionally, a study by GE Capital Retail Bank found consumers…
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How you onboard your “lumpys” will determine their value down the road Yup, you know who they are: those brand new, rookie employees, babes in wonderland … What we in the past in this gaming business used to call “lumpys.” Not only did we call them lumpys, or lumps, but we put them through the…
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Are we really proactive in all of our service measures? Dear Steven, During your recent travel on Flight(s) #1794 and #1299 with us, you were unable to enjoy one of the perks of your tier status, priority check-in (automatic check-in 36 hours before your flight). This most likely led to you receiving a boarding position…
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As the summer season peaks, according to AAA, more people are on the road than ever before, traveling to their favorite summertime destination. Many of these stops now include Indian gaming resorts. In June, I did a Raving road trip throughout the Northwest, visiting tribal casinos near Seattle, then heading south, through Oregon to Northern…
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My mama told me, you better shop around … It’s true! Knowing what your competition is doing is a great tool for improving your own business. I’m not just talking about going on their website or looking at their ads in the local paper, either. While that is a good place to start, by digging…
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Or policy, procedures and routines? Well, we’ve all seen it … law enforcement personnel dragging a poor old man kicking and screaming off an airplane. And what did he do? He made the mistake of flying United. Or, better yet, he simply made the mistake of doing business with a company whose culture is focused…
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