Great Service, Guest Advocates Are A Necessity for Casinos

Providing the kind of stellar customer service that can make casino guests into advocates for their favorite properties is more than just important, it is absolutely necessary.  There was a time in the gaming industry when guest service was seen as almost a luxury.  Properties didn’t feel they had to provide it.  There were only casinos in certain parts of the country and they owned the market, so why should they provide great service?  Well, those days are long gone.  There are casinos in almost every state in the
U.S. and in every country on the planet.  It’s no longer enough to have a beautiful building.  To succeed in today’s competitive environment, gaming properties must provide great service.  It’s necessary.  And it’s no longer enough to have happy guests.  It is necessary that casinos do everything they can to have guest advocates.


Martin R. Baird
Robinson & Associates, Inc.