Communication Creates Advocates

Maintaining good lines of communication is an important skill that casino employees can use to provide outstanding service and turn guests into advocates for their property.  Casino guests often believe that they did not receive good service because of poor communication.  The employee thought they did everything they could, but the guest still wanted more.  If there had been better communication up front – more questions asked, more listening – the whole process might have gone more smoothly and the guest probably would have walked out feeling like they had been heard and appreciated.  Guests who feel that way can become advocates for their favorite casino over time.

Martin R. Baird
Robinson & Associates, Inc.