Casino Customer Service Lessons from An iPhone6 Purchase

I’m Tom Ellis and for many years, I have helped Marty and Lydia Baird share their stories and ideas about outstanding casino customer service.  I recently had an amazing experience purchasing the new iPhone6 and we decided to share my story because of the great lessons it offers to all casinos.

What does an iPhone have to do with casino service?  Well, it’s not about the hardware.  It’s all about the amazing young lady, Sarah, who sold my wife and me our new phones.  Every gaming property in the land should have an army of Sarahs on the casino floor!

Casino customer service -- a missed opportunity

Great Casino Customer Service Deserves A Positive Review Online

I went to the AT&T store near our home Friday, Sept. 26, to see what kind of deal we could get on upgrades for our existing iPhones.  By the luck of the draw, I ended up with Sarah.  She knew I wasn’t going to make a purchase until my wife and I could be there together to trade in our old phones.  Nevertheless, she made sure I had all the information I needed.  There was no guarantee I would even return to an AT&T store.  After all, there are competitors selling iPhones.  But my wife and I returned to that AT&T store the next morning because Sarah had truly impressed me.

When we arrived at the store, I asked for Sarah.  We had to wait a while for her but it was worth it.  Our upgrade was a bit complicated and there was a lot of data to transfer from our old phones.  It took three hours and Sarah amazed us the entire time.  She consistently delivered high-quality service for three solid hours.

Do you have employees who can do what Sarah did?

Sarah was friendly and engaging.  She smiled a lot.  Sarah was very knowledgeable and accurately answered all our questions.  There was a lot of digital paperwork for her to do on her iPad and she just zipped right along.  Amazingly, she did all that paperwork while also listening to us to understand what we wanted.  She is the best listener I’ve ever encountered.  Sarah had great ideas and suggestions.  On top of all that, she gave us a good deal.  It was hands down the best customer service experience of my life.

What a shame AT&T doesn’t have a real-time customer feedback platform like Marty and Lydia’s SimplyShare+ for casinos.  I would have been happy to use such a platform to praise Sarah and our service experience while we were still in the store.  My comments would have been instantly posted on social media sites as a VERY positive review, before I even walked out the door!  Apple has been struggling the past week with negative online comments about iPhone6s that bend and an operating system download that messed up people’s phones.  Here was a missed opportunity for both Apple and AT&T to garner something highly positive.

In the meantime, how many Sarahs do you have on your staff?

Tom

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

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