Media Coverage

Press Releases:

April 16, 2014 Casino Customer Service, Casino Customer Service Training Are Long-Term Advantage for Gaming Properties’ Survival in Competitive Times, Robinson & Associates Announced

April 7, 2014 Casino Customer Service Training and Casino Customer Service Can Guide Properties Through Fierce Casino Competition, Robinson & Associates, Inc., Reveals in Light of Bloomberg Businessweek Article

April 3, 2014 Casino Customer Service Culture – Most Casinos Want It and It Can Happen With Guiding Principles and Commitment, Robinson & Associates, Inc., Announced Today

March 28, 2014 The Need for Casino Customer Service Excellence is Explored  in Newsletter from Robinson & Associates, Inc.

March 27, 2014 Casino Train the Trainer Program Reveals 3 Secrets to Casino Training, Robinson & Associates., Inc., Announced

March 5, 2014 Will Your Casino Restaurant Menu Show Up in Google Searches?

March 3, 2014 Three Casino Reputation and Review Mistakes Gaming Properties Make Are Outlined in Interactive Image from Robinson & Associates

Feb. 26, 2014 The Relationship Between Casino Reputation Management and Getting ‘Scroogled’ Is Examined in New Interactive Image from Robinson & Associates, Inc.

Feb. 20, 2014 Casino Consultants Release Video That Outlines Innovative Ways Casino Marketing Executives Can Take Control of Online Reviews

Feb. 12, 2014 Casino SEO is Dead, Casino Reviews in Search Results – These Topics Are Explored in Robinson & Associates, Inc., Newsletter

Feb. 10, 2014 Casino Consultants Robinson & Associates Announces Yelp and Yahoo Deal Will Put More Pressure On Casino Customer Service Training

Feb. 5, 2014 ‘How Does My Casino Get More Positive Casino Reviews On Yelp, Google+ and TripAdvisor?’  Robinson & Associates Responds With 4 Important Tips

Feb. 4, 2014 Casino SEO Is Dead and Robinson & Associates Announces Three Reasons Why Gaming Properties Should Not Focus On It

Feb. 3, 2014 Four Casino Lessons Every Gaming Property Should Learn from Last Night’s Super Bowl

Jan. 22, 20124 How Do You Improve Casino Reputation?  This Topic Is  Explored in Newsletter from Robinson & Associates, Inc.

Jan. 17, 2014 How Do You Create Great Casino Customer Service?  Robinson & Associates, Inc., Explores This Important Question With Interactive Image

Jan. 9, 2014 Casino Reputation and Its Relationship to How Guest Questions Are Handled Are Examined in Interactive Image Announced By Robinson & Associates, Inc.

Dec. 11, 2013 Casino Customer Service Training, Employee Development Are Covered in Latest Newsletter from Robinson & Associates, Inc.

Nov. 13, 2013 Newsletter Covers Casino Training Ideas, Mistakes and Failures

Nov. 7, 2013 Casino Training That Fails – 5 Surefire Ways to Ruin Casino Employee Training Announced By Robinson & Associates, Inc.

Oct. 29, 2013 Casino Training, News About Casino Competition and Tips for Great Casino Customer Service Are Explored in Newsletter By Robinson & Associates, Inc.

Oct. 17, 2013 Elements of Outstanding Casino Customer Service Are Examined in Newsletter By Robinson & Associates, Inc. 

Oct. 15, 2013 Casino Training Tips and Suggestions Are Outlined in Interactive Image Announced By Robinson & Associates, Inc.

Oct. 3, 2013 Casino Employee Advocates Are A Must Have for Success

Sept. 19, 2013 Proper Use of Casino Secret Shops Outlined in Casino Customer Service Newsletter By Robinson & Associates, Inc.

Sept. 16, 2013 Casino Secret Shop Tips Are Outlined in New Interactive Image Announced by Robinson & Associates, Inc.

Sept. 5, 2013 Importance of Stellar Casino Customer Service During Tough Competitive Times Explored in Newsletter By Robinson & Associates, Inc.

Sept. 4, 2013 2nd Edition of Casino Customer Service Book “Gaming Guest Service from A to Z” Announced By Casino Consultant Martin R. Baird

Aug. 30, 2013 Casino Reputation in Age of Instant Communication Explored in Interactive Image Announced By Robinson & Associates, Inc.

Aug. 26, 2013 Importance of Casino Reviews Explored in Interactive Image Announced by Robinson & Associates, Inc.

Aug. 20, 2013 Imperative for Amazing Casino Customer Service Training During Times of Intense Casino Competition Examined in Newsletter By Robinson & Associates, Inc.

Aug. 20, 2013 Casino Train the Trainer Page Launched At to Offer Creative Employee Training

Aug. 16, 2013 Casino Consultants Praise Consistently Good Casino Guest Service in Interactive Image Announced By Robinson & Associates, Inc.

Aug. 7, 2013 Casino Competition and Its Impact on Gaming Is Explored in Interactive Image

July 31, 2013 Casino Best Practices Are Outlined in Interactive Image

July 23, 2013 Fun Casino Customer Service Training, Age of the Customer Explored in ‘Casino Customer Service Solutions, Tactics and More’

July 18, 2013 Casino Customer Service Training and Its Benefits Are Outlined In Interactive Image

May 29, 2013 Casinos’ Reputation Can Be Seriously Damaged When Negative Internet Reviews Lower Their Search Engine Rankings, Robinson & Associates Announced Today in Special Report

May 23, 2013
Amy’s Baking Co. Offers Business Lessons, Robinson & Associates Disclosed Today As It Also Announced A New Hospitality Training Tool

May 16, 2013
Casino Journal Magazine Just Published 5 Customer Service Lessons Learned On A Disney Cruise Column by Casino Consultant Martin R. Baird

May 15, 2013
Casino Customer Service Training With An Unexpected Benefit – It’s Life Changing

May 8, 2013
Significance of Casino Reputation, Low Respect for Casino Advertising Are Topics Explored in This Week’s ‘Casino Customer Service Solutions, Tactics and More’

May 2, 2013
Casinos in Indiana, Wisconsin and Michigan Must Prepare for Illinois Melee, Announces

April 24, 2013
Online Casino Reputation and the Referrals Market Are Covered in This Week’s ‘Casino Customer Service Solutions, Tactics and More’

April 10, 2013
Casino Service Gap Analysis, Techniques for Improving Casino Customer Service Are Explored in This Week’s ‘Casino Customer Service Solutions, Tactics and More’

March 27, 2013
Real-Time Customer Feedback, Social Media Mutiny, Important Casino Marketing Mistake Are Covered in This Week’s ‘Casino Customer Service Solutions, Tactics and More’

March 12, 2013
Casino Mystery Shopping Video, Social Media Impact On Casinos and Comment Cards Explored in This Week’s ‘Casino Customer Service Solutions, Tactics and More’

February 26, 2013
Casino Mystery Shopping, Beverage Service Explored in This Week’s ‘Casino Customer Service Solutions, Tactics and More,’ Robinson & Associates Announces

February 23, 2013
Casino Comment Card Video Released By to Show What Casino Executives Could Be Missing When It Comes to Customer Feedback

February 22, 2013
Casino Secret Shopper Tips Released By Show 3 Ways to Improve Results

February 21, 2013
Casino Consultants Discloses 6 Tips to Get Casino Customer Service Delivery Gap Back On Track

February 20, 2013
Casino Mystery Shopping Video Released By to Show What Casino Executives Could Be Missing

February 19, 2013
Casino Consultants Casino Announces 4 Casino Customer Service Improvement Mistakes That Keep Gaming Properties from Competing

February 18, 2013
4 Casino Mystery Shopping Mistakes Announced By

February 15, 2013
Casino Consultants Releases New Video Showing the Irony of Beverage Service

February 14, 2013
Casino Employees Can Beat the Competition, Overcome Challenging Jobs With 4 Tips Announced by Robinson & Associates

February 12, 2013
Five Tips for Meeting Casino Competition Head-On With Bias-Free Employee Recognition Disclosed by Robinson & Associates

February 7, 2013
Casino Marketing Executives Have 4 Reasons to Love Guest and Employee Advocates, Long-Time Casino Consultant Martin R. Baird Announces

February 5, 2013
Citing Casino Marketing Executives’ Need to Embrace Online Reputation Assessment, Announces FREE Custom Casino Reputation Analysis

January 31, 2013
Casino Mystery Shoppers Make Mistakes That Could Be Costing the Casino Customers, Executive Discloses

January 29, 2013
New Resource for Casino Customer Service Information That Features Links and Easy-to-Scan Format Announced Today By Robinson & Associates

January 24, 2013
Casino Infographic Helps Casino Marketing Understand Yelp, Twitter, Facebook and How They Affect Casino Customer Service, Announces

January 22, 2013
Super Bowl Divulges Casino Marketing Secrets, Announces Team

January 16, 2013
Casino Marketing Will Be Disrupted By Facebook Graph Search for 5 Important Reasons, Casino Consultant Martin R. Baird Discloses

January 10, 2013
Gaming Properties Can Overcome Casino Competition,
 Robinson & Associates Announces As It Discloses 4 Lessons from Apple’s Focus On Customers

December 19, 2012
Casino Marketing Executives Can Learn from Mobile Use Infographic Just Released By Robinson & Associates

December 13, 2012
Casino Consultant Reveals New Age That Will Be Disruptive for Casinos in 2013

December 12, 2012
Changing Guest Service Doesn’t Magically Happen; It Requires Preparation, Acceptance and Commitment

December 7, 2012
Casino Consultant Predicts 5 Reasons Intense Competition Will Define Gaming in 2013

November 14, 2012
Comment Cards Are the Dinosaurs Of Casino Customer Feedback

October 17, 2012
Protect Your Brand: A Tale of Three Casinos

September 19, 2012
Social Media’s Impact On Casino Customer Service Feedback Revealed in Radio Interview With Robinson & Associates CEO

September 19, 2012
People Are People and Casino Customer Service Training is a Powerful Force Around the World

August 15, 2012
Casinos Urged to Invest in Customer Service, Gaming
 Experience to Meet Multiple Challenges in 2012

July 18, 2012
The World Has Changed and Casinos Need the Competitive Advantage of Real-Time Customer Feedback

June 20, 2012
Quality Customer Service, Clean Property, Great Gaming Experience Are Winning Combination for Casinos

June 4, 2012
New Real-Time Customer Feedback Platform Provides Casinos Secret Weapon They Need to Succeed

May 29, 2012
Life-Changing Experience That Transforms Employees Into Confident Leaders and Outstanding Service Facilitators Announced

May 18, 2012
Magazine Article Reveals Casino’s Secret to Success: A Unique Approach
 to Creating Employee Enthusiasm, Improving Customer Service

May 16, 2012
S.M.A.R.T Service Standards Help Casinos Create Outstanding Gaming Experience

April 18, 2012
The Hard Truth About Zero, Zip, Zilch And Casino Customer Service

March 14, 2012
Excited Staffers Want to Provide Great Casino Customer Service; Call in the Reinforcements to Transform Desire Into Action

February 15, 2012
Improve Casino Guest Service With Effective Collaboration

January 17, 2012
Gaming Review and Outlook: Disbelief, Trepidation and Hope

December 21, 2011
Here’s A Great Idea for Casinos – Just Ask for Help

November 14, 2011
Do You Hear the Flushing? Money Down the Drain

October 11, 2011
Casinos Face A Global Communications Challenge
 That Relates Directly to Guests’ Gaming Experience

September 21, 2011
Catch the Casino Ripple With Stellar Guest Service

August 17, 2011
Learning By Example: A Resort that AstoundsIt’s Guests

August 3, 2011
Money Talks – Techniques for Improving Guest Service

July 20, 2011
Service Above Self: Key to A Great Gaming Experience for Casino Guests

July 6, 2011
Casino Marketing Misses the Mark

June 15, 2011
Little Bets Can Pay Off In Big Way

June 1, 2011
Don’t Let Guests Slip Away to Other Entertainment Venues! Follow These 7 Steps for An Effective Guest-Service Plan

May 18, 2011
Pumped-Up Employees Want to Provide Great Guest Service; Call in the Reinforcements to Transform Desire Into Action

May 4, 2011
Five Keys to Dynamic Training That Turns Casino Employees Into Guest Service Superstars

April 13, 2011
A Commitment to Guest Service Is Crucial At Casinos and It Must Start At the Very Top With Senior Management

April 1, 2011
Casinos That Think and Act in A Proactive Manner Have A Competitive Edge in Their Guest Service

March 16, 2011
Casinos Should Treat Guest Relationships Like They Are Glass; Shattering the Bond With Guests Leaves A Real Mess

March 2, 2011
It’s Not Too Late to Roll Out Better Casino Guest Service in 2011

February 16, 2011
Casinos Should Win Guests’ Hearts in Big Way And Turn Them Into Advocates for the Property

February 2, 2011
To Have Happy Guests, Casinos Must Reward Employees for Creating Enjoyable Gaming Experience

January 19, 2011
Understanding Customers, Competitors Helps Casinos Boost Their Guest Service to A Higher Level

January 5, 2011
To Have Happy Guests, Casinos Must First Make Sure That Their Employees Are Also Enjoying Themselves

December 15, 2010
Casino Guests Willing to Risk Their Reputation for A Property

December 1, 2010
It’s Not A Myth:  Size and Length Are Critical Elements of Casino Customer Service Training

November 17, 2010
Casino Executives Benefit Substantially from Effective Presentation Skills

November 3, 2010
Take A Cue from Delta – Casino Guest Service Matters

October 20, 2010
Gravity Loses to Lift and Satisfaction Loses to Advocacy Every Time

October 6, 2010
More Lessons from Apple:  Restlessness, Tinkering, And Understanding Casino Customers

September 22, 2010
Change Happens

September 13, 2010
Casino Service Lessons from Apple and Its Quirky iPhone 4

August 11, 2010
Fortune Cookie Delivers Lesson About Value Of Great Casino Guest Experiences

July 21, 2010
Time Is Money; Spend It Wisely

July 7, 2010
Can Casinos Go Too Far in Customer Surveys?

June 23, 2010
Every Casino Can and Should Implement A Turnkey System for Success

June 9, 2010
Do You Know If Your Casino Is Fanatically Loved By Its Customers?

May 24, 2010
Casino Guests Are Talking About Your Service – Globally

May 10, 2010
4 Valuable Guest Service Lessons from Outside the Casino Industry

April 28, 2010
Forbes Publishes Article On Sin Taxes – One of 5 Casino Dangers Identified By Robinson & Associates

April 19, 2010
Is Cheaper More Expensive When It Comes to Casino Guest Service?

April 5, 2010
Casinos Must Stop Renting Guests

March 5, 2010
Casinos Must Re-Engineer for A Guest Service Business Model

February 19, 2010
Stellar Guest Service Can Ease the Big Squeeze

February 5, 2010
Take the Guest Service Quiz Challenge

January 22, 2010
Getting Back to Basics: The ABCs of Great Casino Customer Service

January 8, 2010
Who Are Casinos Hiring?

View the Press Release Archive

Industry Articles:

Closing the Casino Customer Service Gap, 5 Steps to Better Relationships — By Martin R. Baird

April 4, 2013
Infinity Gaming Magazine Publishes Column On Service Gap Analysis, Real-Time Customer Feedback and Other Ways to Get Casino Customer Service Improvement Back On Track

Invest in Employee Training to Grow Your Casino
By Martin R. Baird

Casino Customer Service Is the Key to Improvement and Success
By Martin R. Baird

Just Say No to Boring Casino Employee Training!
By Martin R. Baird

Reward Casino Employee Performance With Unbiased Recognition Program

Training in Spanish

September 2008, Casino Connection
Create A Refuge With Great Guest Service

August 2008, Native American Casino
Become A Peerless Casino for Employees, Guests

July 2008, Native American Casino
Can Casinos Go Too Far in Customer Surveys?

April 2008, Native American Casino
Casinos Need A 360-Degree View

March 2008, Casino Connection
Casino Employees Have Answer to Gaming’s Challenge

February 2008, Casino Connection
Casinos Should Learn from Motor City’s Big Mistake

February 2008, Native American Casino
Presentation Skills Offer Value to Casinos and Their Guests

January 2008, Casino Connection
First Impressions Are Under Your Control

October 2007, Casino Connection
The Hard Truth About Zero, Zip, Zilch

September 2007, Native American Casino
Casinos Love Their Research, but What Is the Real Score?

September 2007, Native American Casino
Turn Guests Into Advocates With Potpourri of Service Ideas

June 2007, International Gaming & Wagering Business
Toying Around with Better Patron Relations

June 2007, Casino Connection
First Impression: Is your valet service driving away guests?