For more than 20 years, we have been helping casino marketing departments measure service using mystery shoppers or our real-time guest feedback platform Simply Share+. One of the shocking things we have learned is that getting team members to say “hello” to guests is harder than you think.
For some reason, it’s difficult for people to take a “risk” and say hello to other humans.
Learn more here!
Casino Mystery Shopping
We are knee deep in Q4 Mystery Shops and there is a common theme … shops need to be more detailed and more specific. Casinos are using mystery shop data in a variety of ways, ranging from positive recognition to accountability.
A critical point to look at is whether your service standards are specific and easily demonstrable. The reason this is so important is because being specific and demonstrable makes it easy for mystery shoppers to say yes or no to a behavior. Terms like “energetic smile” are impossible to measure because they’re so subjective.
For accuracy, you want the service standards to be clear cut for both the casino mystery shoppers and the team members. The more clarity the better!
Stop Stupid Mystery Shops! Read About It Here!
People use the word “training,” but what they really mean is developing people. I get emails all the time asking if we do “Casino Training” or “Casino Customer Service Training” and I know what they’re asking. But in reality, they don’t want us to train their people. They are looking for ways to develop them and improve their guest service skills. (Yes, there is a difference between a customer and a guest. Customers are transactional and a guest is someone you invite to your home or, in this case, to casino your casino.)
Going forward, casinos must invest time and money in developing the people who work at the property so they see service not as part of their job but as their primary focus. The casinos that do the hard work now to develop a culture of service excellence will be rewarded with success in the future.
Casino Guest Service Training — Size and Length Do Matter. Read More Here.
As we near Thanksgiving, take a moment this week to thank guests and team members for all that they do each day for your casino. Things are not so easy for them these days, so a “thank you” could be just what they need.
As far as team members are concerned, your gesture doesn’t need to be an all-employee event. You could do something as simple as having each executive walk the floor for 60 minutes each day until Thanksgiving and show their appreciation.
P.S. Thank you for your time today!
P.P.S. Take the challenge! Don’t be shy.. say HI
Robinson & Associates, Inc.