Guest Service
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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Many casinos rely on guest comment cards for getting customers to tell them what’s on their minds. The cards are usually available at the players club, food venues or other locations where they can be filled out, put in a box and reviewed by management. There are a few ways to improve comment cards, but…
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How casino floor security can reduce theft dramatically It happens on the casino floor every day and during every shift. A guest reports a missing TITO voucher, or they set down their phone or purse and now it’s gone. Both Security and Surveillance are notified and an investigation is conducted. Unfortunately, the item is usually…
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Five surefire ways to win over your guests with unconventional perks “Our property is too small. We don’t have a showroom, hotel, fine dining, spa, pool…” The list could go on and on. Trust me; you don’t have to be a mega destination casino resort (or even a mid-sized one!) to offer your guests a…
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