Casino Customers Love the X Factor
Casinos that place an emphasis on customer service do special things for their guests that surprise and please them. This sets those casinos apart from the competition.
I call this the X Factor. Theres no common name for this. Its just a matter of doing something that makes a casino stand out in the eyes of its customers. The important thing is that guests appreciate it and remember it.
X Factor. The X Factor is that variable, that thing you do at your property to make it stand out. Its the something thats a little better or a little different. Its the way you do things that creates a memorable experience for your guests. It may be something small like the way you fold towels or something much bigger like free entertainment. Whatever it is, the X Factor makes a huge impression on your guests. Sure, theyll remember if they won and if they had a good time, but theyll also remember those little things that add up to something special. Thats the X Factor.
Excellent. Guests are always on the lookout for anything thats excellent. They want to feel excellent, they want the property to be excellent and they want their service to be excellent.
Exceptional. Every guest wants an exceptional experience. When theyre treated like theyre the only person on the property, they feel exceptional.
Extra. What small things can you do to make your guests feel extra special? To make them feel extra important? To make them feel that their money and time were well spent and that they cant wait to come back?
Martin R. Baird
Robinson & Associates, Inc.