Social Sabotage Risk Factors
Alert – Casino Silent Killer Exposed
Can you escape the silent casino killer…social sabotage?
Your casino was packed this weekend and that is great. The problem is some of those guests are silent killers. I’m shocked at how few casino leaders even know this is going on.
Here are examples of some silent killers you might be aware of.
You may know that high blood pressure is often called the “silent killer” because there are few symptoms and it kills their victims a little every day.
Then there’s the “silent destroyer.” Termites are called silent destroyers because they can ruin a home or building little by little over time. Termites cause over $5 BILLION in damage each year in the United States. As a matter of fact, they cause more damage than floods, fire and wind, but they don’t get the attention of those disasters.
When it comes to casinos, the silent killer isn’t a bug or disease … It’s silent, but speaks volumes! Social Sabotage is shattering casinos 24/7.
The silent killer is a vicious viral mix of rants, tirades, angry outbursts and social venom.
We call it Social Sabotage because of the way it’s destroying casinos.
This has not gotten the media attention that it should, but it will soon because it literally is killing casinos.
Here are 3 IMPORTANT Risk Factors for Social Sabotage. (Read more)
Comment Cards – If your casino has comment cards, that is an immediate sign of an URGENT problem. People don’t use comment cards unless they are a lover or a hater. They also don’t use comment cards if they have a smartphone. (IMPORTANT ALERT – People don’t leave home without these 3 things. 1 – Wallet/Money 2- Car Keys 3 – Phone. Because they always have a phone, they can effortlessly post about their experiences.)
Real-Time Feedback – If it’s easier for guests to share with the world on Google, Twitter or Yelp than it is to share directly with you and your team, you have a serious problem that needs to be addressed. People do what is easy and that means that if it’s easier for them to rant online with a few clicks, that is what they’ll do. This is simple logic. Guests all want to park by the front door because it’s easy. They are not going to expend an extra calorie to give you feedback. It needs to be as easy as doing it online or they just won’t do it!
Intelligent Review Routing – Does your current feedback system intelligently route comments to the right people based on scores? For example, if a guest submits a 2-star review in the restaurant, does the manager get a text or email in real time so they can do service recovery? Or if the guest gives a 5-star review, is the guest asked by the casino to share that review on important social media sites? We define “important social media sites” as sites that help improve your search rankings (Google, Yahoo, Bing) and that have high levels of viewership by guests and potential guests.
Read more about the Risk Factors and how to reduce them for your casino – CLICK HERE NOW
Last week, CNBC (Business News Network) highlighted having real-time feedback as a Hot New Trend in Restaurants. It went on to report that real-time feedback has been proven to reduce negative reviews by more than 40%.
If you could reduce your negative online reviews by 40%, would you be interested?
Not enough? Harvard research found that improved online reviews and reputation increased revenue for businesses by 5% – 9%.
CNBC and Harvard are leaders that you want to pay attention to.
The problem is that negative reviews are silently killing your casino. (You may have a social media person who is chasing negative reviews, but that is too little and way too late. The world is already seeing the negative reviews. Google is also using those to drive down your site rankings!)
The solution is real-time feedback and intelligently routing reviews. This gives you the opportunity for service recovery (more than 70% of people say they’d do business with a company again if a problem was resolved quickly) while increasing 5-star reviews by encouraging your guests to share them socially.
If you are encouraging guests to share reviews socially and hoping they will be positive, you are committing Social Sabotage. Would you let guests decide when a machine is going to “pay off” because you hope they’ll be responsible?
If this made you think, wonder or maybe feel a little uneasy, CLICK HERE to identify your risk factors and learn ways to reduce them.
We don’t want you and your team to be the next victim.
Be the first in your market to take advantage of this.
One final thought…
Last week, I visited 3 casino GMs and shared this information with them. Here are direct quotes.
“Why didn’t you tell me about this sooner?”
“Can I have exclusivity?”
“WOW, this is an important tool that we need for our casino now.”
ALERT NOTE: Regarding exclusivity … I’m sorry to say that some markets are already taken. Call now to find out if your market is available. 208.991.2037
After reading this, how many of your guests from last night made your casino look better online? How many made it look worse? How many will share today online for the world to see forever?
Learn The Risk Factors