Guest Service
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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How much does customer service drive guests to visit your casino? You might be surprised. I’ve written before about the value of conducting an annual players club survey of your customers. This measures how your players perceive your club’s structure and benefits, how valuable the club is to your players, and how it can show…
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Your walk-a-bout service checklist Okay, it’s that time of year again, time to put on the tennies (or fancy running shoes, your choice), get out of the office and hit the floor. You’re on the prowl, looking, observing, seeing for yourself, first-hand, how your guests are being treated. It’s time for the first-of-the-year service walk-a-bout.…
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Dennis Conrad I have often harped on the overall declining value of the casino playing experience at too many casinos, and suggested strongly that “ restoring player value” would be a profitable counter strategy. Well, that got me to thinking about the casinos I have seen in the past couple of years that ARE providing…
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Five ways to improve your guest service so it is extremely powerful and effective Okay, you’ve probably finalized that horrendous year-end task of budgeting … YAY for you! Or, you’re still creating a new one. Now is the time when we reflect on the past year and start planning for the next. Which is why…
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Tips for us operators from a seasoned gambler! Now that I don’t foresee turkey in my future for the next eleven months, and next week it’s back to work after the holidays, I wanted to share something that I learned about gambling this holiday season. Back in November, the first turkey of the season was…
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How to make your new member program more profitable Does your New Member program look like this: You provide some sort of sign-up bonus, like a free buffet or $10 in free play. Then follow it with a “welcome to the club” mailer or email, with a free play offer that is based on the…
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Did you just royally blow it with a guest? How one call can create an even better relationship Customer surveys are a critical part of feedback for any business – the caveat is that most of the time they are not utilized properly. Fellow Raving Partner, Doc Deb Hilgeman, addressed this issue in her article,…
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