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

Robinson & Associates, Inc., today announced that what it has said for several years has been validated by an article published in Bloomberg Businessweek – with casino competition reaching new heights, casino customer service and casino customer service training are the only true long-term competitive advantage for gaming properties.

Casino customer service training and casino customer service are the answer to casino competition.

Bloomberg Businessweek Explores the Reality of Today’s Casino Competition – Too Much Supply, Not Enough Demand. We Believe Casino Customer Service Training and Casino Customer Service Are the Answer.

“The casino marketplace is getting extremely crowded and survival and success will come from great training and great service that make savvy casinos stand out,” said Martin R. Baird, chief executive officer of Robinson & Associates, a casino consulting firm to the global gaming industry.   “The Bloomberg article sheds harsh light on the casino industry in the U.S. and points out something straight from economics 101:  if there is too much supply and not enough demand, something has to give.”

The article explains that between increased casino capacity and the struggling economy, casinos are getting squeezed, Baird said.  “It really is that simple,” Baird noted.  “If guests have less money in their pockets because of stagnant wages, increased taxes and lack of job security, they will spend less.  With the number of casinos increasing and guests spending less, something most definitely will have to give.”

Baird called this a typical boom-and-bust cycle.  “When I was a child growing up in rural Indiana, people planned and saved to go to Las Vegas for a big, exciting trip,” Baird explained.  “Now people in many states can drive a couple of hours in almost any direction and reach a casino.  This means they will be more particular and have higher expectations.  They will pick and choose.  They won’t just expect good service.  They will demandexceptional casino customer service.”

Baird urged casino executives to take a moment and read Bloomberg’s “Local Casinos Are A Losing Bet.”

About Robinson & Associates, Inc.

Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc.  For 20 years, Robinson & Associates has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability.  A Boise, Idaho-based casino consulting firm to the global gaming industry,  Robinson & Associates is the world leader in casino guest experience measurement, management and improvement.  Recently, it announced Simply Share, a real-time customer feedback platform that makes it fast and easy for casino customers to share their experience directly with casinos instead of posting comments online at social media sites.

 For more information, visit the company’s Web site at or contact Lydia Baird, director of business development, at 208-991-2037 or  Read about a variety of topics at Martin Baird’s blog at, including casino-related articles, casino customer service training, mystery shopping, casino reputation measurement, casino training, service gap analysis and more.  Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Lydia Baird