Delighted Guests Become Advocates

When casino employees give their guests a gaming experience that is an absolute delight, they have gone a long way toward turning those customers into advocates for the property.  One goal of casino employees should be to delight all of their guests.  They should want guests to feel as if they are the only person in the room, that employees’ full attention is on them at all times and that casino staff is delighted to help them any way possible.  Do that and guests will leave feeling special and important.  That can turn them into advocates.  Providing a delightful experience is not a Herculean task..  Guests will be delighted if employees simply do the little things to the best of their ability.

Martin R. Baird
Robinson & Associates, Inc.