Casino Guests Want to Feel At Home


Casino customers want to feel comfortable and at home while playing and outstanding guest service can help achieve that.  They also want to feel welcome and wowed.  Give them all that with great service and they will have a wonderful time.


Warmth.  Customers want to feel warm, at home and comfortable.  They don’t want to walk into a place that feels sterile and cold.  They want your property to project warmth and personality and you’re a major part of making that happen.  Your smile and eye contact help customers feel warm and welcome.


Worth.  Customers need to feel that their money and time are well spent, that there’s worth or value in their gaming experience.  It’s not enough for them to just come and play.  They need to feel that they had such a great experience that it was worth everything they spent and everything they did to be at your property.


Wonderful.  Customers should have a wonderful time.  They should feel wonderful.  You want them to think wonderful thoughts about your property.  All of these things will help you succeed, grow and excel.


Welcome.  Every customer is welcome.  They’re welcome to play, eat, stay in the hotel and swing their clubs on the golf course.  They should feel welcome, not out of place or uncomfortable.  Make them feel as welcome as an old friend coming to your home.


Wow.  That’s what you want.  You want the wow factor.  You want to hear people say, “Wow, this place is beautiful, the people are great and I can’t wait to come back.”  That’s the wow you’re looking for.  It’s not easy to do because there’s a lot of competition out there, but if you provide great service, you will end up with wow.


Martin R. Baird

Robinson & Associates, Inc.