Blend Awareness Into Service and Turn Guests Into Advocates

Casino employees who are aware of their guests and their needs at all times can turn those customers into advocates for the property.  Guest service is based on awareness.  You must be aware of your guests – their facial expressions, the way they sit and what they’re doing.  By being aware of those things, you put yourself in a position to help them.  You are prepared to say:  “This person looks like they can’t get change” or “This person looks like they’re frustrated.  I’ll go over and say hello.”  Being aware of what’s going on with guests leads to great things.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420