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Gaming Guest Service
from A to Z

NIGA Presentation Material

Investment In Human Capital Robinson Associates White Paper

They have written for and been featured in many of the gaming industry's leading publications. They focus on the area of customer service and how to give your guests a great experience every time.

They have been selected to do monthly columns on customer service and training for Native American Casino.

Click on the images to view some of our recently published articles.

July 2008

Can Casinos Go Too Far in Customer Surveys?

May 2008

Go Figure! The IRS Has Great Service

April 2008

Casinos Need A 360-Degree View

March 2008

Casino Employees Have Answer to Gaming’s Challenge

February 2008

Casinos Should Learn from Motor City’s Big Mistake

February 2008

Presentation Skills Offer Value to Casinos and Their Guests

January 2008

First Impressions Are
Under Your Control

October 2007

The Hard Truth About Zero, Zip, Zilch

September 2007

Casinos Love Their Research, but What Is the Real Score?

September 2007

Turn Guests Into Advocates With Potpourri of Service Ideas

August 2007

Five Simple Solutions for the Managerially Challenged

June 2007

Toying Around with Better Patron Relations

June, 2007

First Impression
Is your valet service driving away guests?

July, 2005

Protect Your Brand: A Tale of Three Casinos

January, 2006

A Proven Three-Step System to Raising Your Stock Price,
Reducing Employee Turnover and Not Getting Fired

February, 2004

No Thanks, But I’ll Buy the Brownie

January, 2004

Happy New Year, You’ve Been Selected to Start 2004 With An Audit!

December, 2003

Now Hear This! Do Your Job and Do it Right!

November, 2003

Is Your Valet Service Driving Guests Away?

October, 2003

Two Days of Training in Spanish Yields Valuable Lessons

September, 2003

Want Great Guest Service? Call in the Reinforcements!

August, 2003

Do You Hear the Flushing? Money Down the Drain

Casinos Shouldn't Panic At the Thought of An Audit

Broad Economic Base Is Great When Coupled With Consistent Service

April, 2003

When It Comes to Guest Service, Are Raises the Key or the Curse?

April, 2003

Casino Guests, Employees Both Win With Incentive Programs

April, 2003

Learning By Example: A Resort that Astounds It’s Guests With Amazing, Never-Ending Quality Service

March, 2003

Get Employees Off Autopilot and Improve Your Guest Service

February, 2003

Bilingual Training Is A Must for Casinos And Can Be Very Effective When Properly Done

December, 2002

November, 2002

The Customer Service Audit - Don't Allow Sacred Cows

November, 2002

Great Guest Service Contributes to the Bottom Line

September, 2002

If the Recession Is Fading, Are Casinos Ready for Players-Market, Gloves-Off Competition?

August, 2002

Recognition for A Job Well Done Is A Real Motivator

What? The Internet Is A Serious Competitor for Casinos?

February, 2002

It's Not A Myth... Size Matters and So Does Length

January, 2002

A New Year's Resolution Worth the Effort

November, 2001

Casino World - The Littlest Things Can Make a Huge Difference

September, 2001

Just One Person...

October, 2000

Competeing against the Internet

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