2nd Edition of Casino Customer Service Book ‘Gaming Guest Service from A to Z’ Announced By Casino Consultant Martin R. Baird
Since the original release of the casino customer service book “Gaming Guest Service from A-Z” in 2003, gaming has changed dramatically. To bring the book up to date, casino consultant Martin R. Baird has announced the second edition with all the original chapters plus over twenty more.
In another new development, the second edition has been released as an electronic book for reading on Kindles, iPads and computers.
“This is a must read in today’s highly competitive gaming world,” said Martin Baird, author of the book and chief executive officer of Robinson & Associates, a casino consulting firm to the global gaming industry. “From creating casino advocates to getting ‘Yelp’d’ in a casino review, it’s all covered and more in the second edition of ‘Gaming Guest Service from A to Z’. For more than 20 years, my company has been helping casinos measure, manage and improve their customer service with respected, fun and innovative training. This book is another tool I developed that casinos can use to position themselves ahead of the competition.”
The second edition of “A to Z” helps casinos understand why they need customer advocates instead of satisfied customers. How casino reputation is affected by the Internet, social media and review sites also is explored. What being “Yelp’d” means and how it plays into casinos’ social media picture also is explained. Ways to improve casino guest service are outlined in chapters on “Train the Trainer,” “Mystery Shopping” and “Simply Share.”
“If gaming properties are to move forward, grow and succeed, the emphasis must be on the guest and guest service,” Baird said. “Guests who have a fun and exciting experience will return. That is a simple but effective formula for success. Properties that ignore this do so at their own peril because competition for the consumer’s entertainment dollar is growing exponentially.”
“Gaming Guest Service from A to Z” simply and clearly uses the alphabet to help gaming executives, managers and employees understand how critically important outstanding guest service is and how to provide it, Baird said. Using each letter of the alphabet, the book provides insight on how to improve the guest service being provided at casinos, he noted.
“‘A to Z’ is an easy, pleasant read that encourages readers to keep turning the pages,” Baird said. “The book’s format allows it to be read in any manner. You can read it from front to back, back to front or turn to a page at random. No matter how it’s read, it offers words of wisdom that will help gaming properties create a guest service culture.”
About Robinson & Associates, Inc.
Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc. For 20 years, Robinson & Associates has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based casino consulting firm to the global gaming industry, Robinson & Associates is the world leader in casino guest experience measurement, management and improvement. Recently, it announced Simply Share, a real-time customer feedback platform that makes it fast and easy for casino customers to share their experience directly with casinos instead of posting comments online at social media sites.
For more information, visit the company’s Web site at http://casinocustomerservice.com/services.htm or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)com. Read about a variety of topics at Martin Baird’s blog at http://casinocustomerservice.com/casino_news.htm/, including casino-related articles, casino customer service training, mystery shopping, casino reputation measurement, casino training, service gap analysis and more. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
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