Listening Creates Guest Advocates

Listening is extremely important when it comes to creating casino guest advocates.  Casino employees should slow down, stop, sit back and listen to their guests.  Listen to what they’re saying with words, body language and facial expressions.  Employees who really listen to what guests have to say, can usually find solutions to their problems and might discover a new opportunity to provide excellent service and turn a guest into an advocate.  If employees want guests to have a better experience at their property, then they must listen and figure out ways to make it happen.  Listening and hearing are not the same thing.  Listening means the words don’t just go in one ear and out the other.  It means one’s brain is engaged and working.


Martin R. Baird
Robinson & Associates, Inc.