Casino Consultant Looks Everywhere for New Service Lessons

As a casino consultant, I am constantly on the lookout for examples of great and not-so-great customer service that I can write about.  These examples can come from within the casino industry or from outside.  In fact, I think I’m a better casino consultant if I look outside the gaming market.  Those examples offer fresh ideas for gaming executives.

casino consultant

Age of the Casino Customer

Earlier this year, my family and I had the pleasure of taking a Disney cruise.  Yes, Disney is known globally as the gold standard in service.  And I wasn’t disappointed, for the most part.  Disney isn’t perfect and the casino consultant in me could clearly see that.

But I ended the cruise with the following lessons for casinos everywhere.

– Consistency is invaluable.

– Treat guests like rock stars.

– Service standards create magical moments.

– Guest acknowledgement is an important element of casino customer service.

– It doesn’t matter who you are.

So there you have it.  But one final suggestion.  If you want to improve the guest service at your casino, try spending part of your day as if you were a casino consultant and look at your property through my eyes.  I’ll bet you come up with at least one idea for improvement.  Then give us a call and we will be happy to build upon it.

Marty Baird


Lydia Baird

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