Tag Archives for " casino customer service training "

NIGA Trade Show Presentation — Improve Casino Customer Service Training By Reordering Learning

“3 Ways to Make Learning Stick,” Human Resources Track,  Wednesday, April 1, at  2 p.m. at NIGA Trade Show 2015

Come to our NIGA Trade Show 2015 presentation and see how the learning process involved in casino customer service training can be rearranged to save time, save money and improve retention.  We will show how this works with a demonstration of our Orientation 2.0.  That’s right, this process — which we call PRE Learning — can even be used for employee orientation.  It can be used in many areas of casino operations when training and learning are needed.

Watch the video on this page or click here.  We hope to see you at the San Diego Convention Center!

 

Think for a moment what it was like when you were in school.  You came to class and teachers lectured.  They spent the entire time telling you everything they thought you needed to know about the subject.  At the end of these long, tedious and often boring lectures, teachers assigned tasks and homework to be completed before the next class.

That is the same model that most training blindly follows today.  Facilitators start with a long lecture and then ask people to break into groups and do projects or activities.

Researchers at M.I.T. and Harvard University are finding that the order of lecture, homework, activity and repeat is not a good way to facilitate learning.  They are discovering that there is a better way — actually, a better order for learning — and we will share that with you.

Remember, our presentation — “3 Ways to Make Learning Stick” — will be held at 2 p.m. on Wednesday, April 1.

Marty

Martin R. Baird has more than 20 years of experience helping casinos measure, manage and improve their customer service so they can compete and generate future growth and profitability.  Martin is passionate about casino customer service.  As a casino consultant, he is recognized around the world for helping casinos take their guest service experience to higher levels through outstanding casino customer service training.

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

 

Mark Your Calendar for the NIGA Trade Show — Hear About the Order in Which Casino Customer Service Learning Occurs

“3 Ways to Make Learning Stick” Wednesday, April 1, at  2 p.m. at NIGA 2015 TRADE SHOW

We are thrilled to introduce a new way of learning at the upcoming NIGA Trade Show.  It involves the order in which learning occurs and turns everything you know about training on its head.

Watch the video on this page or click here.  We hope to see you at the San Diego Convention Center!

You may think you know everything there is to know about teaching, how people learn and how all that rolls into training.  Well, we have discovered there is a great deal to learn.  New information from Harvard and MIT research could have a significant impact on how you train your employees and what they take away from their training.  It wouldn’t have been possible to pass this information along to you only a couple of years ago but we can now and that is exactly what we will do at NIGA.

If you want to save money, reduce training time and increase retention, then our presentation is perfect for you.  Mark your calendar!

Remember, our presentation — “3 Ways to Make Learning Stick” — will be held at 2 p.m. on Wednesday, April 1.

 

Marty

Martin R. Baird has more than 20 years of experience helping casinos measure, manage and improve their customer service so they can compete and generate future growth and profitability.  Martin is passionate about casino customer service.  As a casino consultant, he is recognized around the world for helping casinos take their guest service experience to higher levels through outstanding casino customer service training.

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

What If What You Thought You Knew About Casino Customer Service Training Was Wrong?

 

Pre Learning Logo

 

“3 Ways to Make Learning Stick” Wednesday, April 1, at  2 p.m. at NIGA 2015 Trade Show

At the 2015 NIGA Trade Show, we will be all over the topic of casino customer service training but in a new way.

Ready to reduce training time and increase retention by correcting this costly learning “dis-order”?  Watch This

3 ways to make training stick!  Once again, we are so proud to share how to improve your training results at the NIGA Trade Show.  Our  presentation will be at 2 p.m. Wednesday, April 1.  LEARN MORE

Our presentation will focus on PRE Learning.  PRE Learning replaces the “blah blah blah blah blah” of traditional learning with a fun, interactive, engaging and multi-sensory experience while also eliminating traditional learning “dis-order.”  By putting the learning process in the right order, training participants walk in prepared to engage, apply and assimilate the new information they receive that day.

Because they work with prepared participants, trainers can focus on areas where improvement is needed.  Pre Learning helps trainers identify participants’ strengths and weaknesses before training even starts.  Because they are prepared to learn, participants can actually look forward to their training.

PRE Learning builds enthusiasm and engagement among employees and can even give them a sense of ownership in their skills and performance.

Time is money.  By reducing training time, PRE Learning saves casinos money and can improve their financial performance.

Marty

Martin R. Baird has more than 20 years of experience helping casinos measure, manage and improve their customer service so they can compete and generate future growth and profitability.  Martin is passionate about casino customer service.  As a casino consultant, he is recognized around the world for helping casinos take their guest service experience to higher levels through outstanding casino customer service training.

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

Casino Competition in Overdrive: The Stench of the Saturated, Rotting Casino Industry in the United States

Casino competition in the United States is in overdrive and the resulting market saturation is roiling the industry.

It sounds like a bad scene from the newest “Sharknado” movie, but this is not some Hollyweird concept.  This is the reality that is affecting people from Atlantic City to Indianapolis and beyond – casino cash cows are dead and dying at an alarming rate.  And they stink.

This is why I have been writing even more about the importance of casino customer service and casino customer service training.  They are the only real answer to what’s happening.

For years, people have said that casinos are recession proof and even grow during tough economic times.  That might have been the case in the past, but those days are long gone.  The Great Recession and market saturation have created a death spiral for casinos.

Casino competition has driven the casino industry into oversaturation

Casino Competition and A Saturated Industry Are Killing the Casino Cash Cow

You can easily look at Atlantic City as the poster child for the new reality of the overbuilt casino industry.  It looks like 25 percent of the casinos in Atlantic City will close this year.  Oh, how far the city’s casino industry has fallen!  For decades, Atlantic City was the second largest gaming market in the U.S. behind Nevada.

Not too long ago, if someone had suggested this situation would come to pass, they would have been see as a laughing stock.  (I guess I really stuck my neck out in 2002 during another economic downturn when I made the case that casinos are no longer recession proof, no longer countercyclical.)  But today’s gaming industry is being shaken to its very core and it’s not going to end any time soon.

The root of this tectonic shift is an anemic economy and states starving for tax revenue.

Back in the day, if you wanted to go to a casino and you lived in the eastern U.S, your only real choice was Atlantic City.  Now there are casinos from New York to Maryland.  This means that potential players have more choices that require less travel and offer the lure of a newer property.  Why would anyone drive from Baltimore to Atlantic City when they have sparkling casinos a few miles away?  The answer is they wouldn’t and they aren’t.

There also is a systemic problem that most people are not thinking about – states that use casinos as an ATM to pay for schools and roads and to keep taxes low will soon face very tough decisions.  For quite some time, people from Maryland drove to Delaware to gamble.  The casinos’ parking lots were packed with cars from Maryland.  This meant more tax revenue for Delaware without raising taxes for the general public.

Casino competition and the saturated casino industry

Casino Competition Has Led to Market Saturation

Last week, the Delaware state senate announced a $10 million bailout for the state’s casinos. That is a serious change in fortune.  In seemingly the blink of an eye, those casinos have morphed from a profit center to an expense for the Delaware treasury.  Also last week, Indiana casinos announced substantial losses to properties in Ohio.

If you are a state representative or senator and you ran on (1) not raising taxes and (2) adding programs funded by the gush of casino tax revenue, what are you going to do now?  You have two very bad choices.  Either you reduce or eliminate programs or you raise taxes.  FYI, those are not platforms that get people re-elected.

By now, it is abundantly clear that the casino industry is reaching maturity and saturation.  That means that the glory days of “build it and they will come” are a fading memory.  In order for any casino to grow, it will need to take revenue from another casino.  There’s no other source for the money.

This problem is not limited to the eastern seaboard.  When Florida opens pending mega resorts around the state, the one in the panhandle will be very disruptive to casinos in Alabama and Mississippi, markets that have long lived off Florida guests coming over for entertainment.  A Tunica, Miss., casino has already closed.  What will happen to the casinos in Oklahoma and Louisiana if Texas sees a need for more tax revenue?  Why drive from Dallas or Houston to a neighboring state when you can take the short drive across town?

These putrid cash-cow casinos will have an immense impact on states.  The loss of tax revenue is only part of the picture.  Casinos that close employ lots of people, sometimes thousands.  Most people think these are low-paying service jobs, but they are sorely mistaken.  With “tokes,” casino employees often make significant income that won’t be replaced by “would you like fries with that” jobs.

Blackjack dealers can make significant tips working just part time. This allows them to take care of their children and still afford homes and cars.  There are not many jobs that will give them that flexibility and revenue potential.

Now is the time for casino owners and states to come together and make intelligent decisions. They must work together so that casinos can remain open and profitable and offer guests an amazing entertainment experience.  Both sides need to team up if they hope to survive for the long term.  It is inevitable that more casinos will close because some states have made it too difficult to make a profit and compete.  Casino owners will use their capital where they can generate a return on their investment and they pull assets out of markets that are just too onerous and competitive.

If you think the stench is bad now, just wait a little while.  More states are still looking at entering the casino market or allowing more casinos to open.  There is no doubt this will kill even more casino cash cows and leave a very putrid mess.

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

 

Combine Casino Customer Service Training, Casino Customer Service Culture to Achieve Success

An outstanding casino customer service culture and stellar casino customer service training are two critical keys to success.  Don’t miss out!  Subscribe to our newsletter for interesting casino news articles and the latest information concerning online gaming, casino customer service training, mystery shopping, casino reputation and reviews, service gap analysis and more.   To subscribe, click here.

 

Don’t just hope for the best.  Make associates active participants in a culture of service excellence.

Casino Customer Service
Solutions, Tactics and More

June 13, 2014

Your Biggest Mistake …
… Is not understanding that a thriving casino customer service culture creates a superior gaming experience that guests remember for a long time.  That’s why customers return again and again to play.Drop everything and learn more here.

Made you look?  Click on the image above and watch
our service culture video.

Wait, there’s more …

Learn How to Make the Most of Your Casino Training

Click below to (1) learn more about employee engagement and (2) understand why awful customer service is only funny in Hollywood.

Detour from Your Well-Worn Path

What???!!!

“Casino Customer Service Solutions, Tactics and More” is a compilation of industry-related casino customer service information and other gaming-related management topics offered by Robinson & Associates, Inc.  Just glance over the topics and click on the items of interest to you.

We hope you find information that is not only interesting, but thought provoking and valuable to your endeavor to compete in today’s gaming market.

Marty Baird
CEO
CasinoCustomerService.com
Robinson & Associates, Inc.
602-639-4858

Positively transforming lives and having FUN doing it.

P.S.  Do you have a service delivery gap?  Put our tested system to work for your casino!

Secret Reveals Why Reviews Matter:  CLICK HERE

We develop people in our intense, life-changing, 5-day customer service training program that is much, much more.  LEARN MORE HERE.

Boring training?  There’s a better way.  CLICK HERE

Are you ready to have a Culture of Service Excellence?  Call Now to Put Our Proven Systems to Work for You  208.991.2037

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Casino Customer Service Training Benefit – Long Shelf Life for Positive Guest Memories

Recently, I was reminded about one of the greatest benefits of casino customer service training.  The outstanding casino customer service it creates can have a long, positive shelf life in guests’ minds.  I was also reminded that lack of training can have lasting repercussions.

I was reading an article about a company’s very public social media struggles with its customers.  This company was actually fighting with customers on the Internet.  Then I was hit by a blast from the past.  The article stated that this was one of the more noticeable cases of social media meltdown since Amy’s Baking Co.  And there you have it.  Amy’s Baking Co. is so notorious for its poor customer dining experience and online fisticuffs with customers that it has become essentially a gold standard for how NOT to treat the very people who are its only chance of staying in business.

Casino customer service requires training

Experience the Amazing Benefits of Casino Customer Service Training

I’ve written about Amy’s before.  The husband-and-wife couple who own and operate this Scottsdale, Ariz., establishment need training, training, training!  And then more training!  But don’t take my word for it.  Just watch bits and pieces of this “Kitchen Nightmares” episode about Amy’s and you’ll see what I mean.  In fact, all you have to do is watch the intro.  By the way, this episode aired in May 2013 and generated quite a bit of negative media coverage.  There is absolutely a long shelf life involved here if Amy’s is still being referenced a year later.

So what is it about casino customer service training that’s so beneficial?  There’s not enough room here to cover it all, so I’ll focus on one thing.  Associates – the very people who shape and cultivate the guest gaming experience – learn how to become service superstars.  The things they learn are not complicated, but because these keys to service success don’t come to them naturally, employees must go through training.

Here are a few examples of simple, but effective, service techniques.  Ask your employees to answer “yes” or “no” to these statements:

  • When a guest asks for something, I respond immediately.
  • I am kind to my guests.
  • I help co-workers who are struggling to provide good service.
  • I am patient with guests who are older.
  • When talking with guests, I make sure my voice has a calm, friendly and welcoming tone.
  • I maintain a positive, can-do attitude as I perform my job.
  • When a guest walks in the door, I smile and welcome them.
  • I consider each guest to be of the utmost importance to my casino’s success.

As you can see, great service does not have to be a struggle.  And yet, most associates need training to make it a reality on the casino floor.  I promise you, when associates with stellar customer service skills work their magic on your customers, that experience will be fondly remembered for a very long time.

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

3 Good Reasons NOT to Read This Casino Customer Service Newsletter

Casino customer service training is a must in today’s brutally competitive gaming industry.  Don’t miss out!  Subscribe to our newsletter for interesting casino news articles and the latest information concerning online gaming, casino customer service training, mystery shopping, casino reputation and reviews, service gap analysis and more.   To subscribe, click here.

 

Do you have a Culture of Service Excellence?  Find Out More.

Casino Customer Service
Solutions, Tactics and More

May 29, 2014

3 Good Reasons NOT to Read This Newsletter
  • Your casino’s parking lot is packed 24/7.
  • Customers clamor about your AMAZING guest service.
  • Revenues are skyrocketing.
Wait, what?  Oh, that was in the good old days not long ago.  You should read this newsletter because you need to get a leg up on the competition, create advocates instead of haters and boost the bottom line.Here’s a good place to start addressing all those issues – How Do You Make Casino Customer Service Training Better?

 

To learn more about creating a culture of service excellence, see below.

Size and Length Really Do Matter

Maximize the Investment You’ve Made in Training

Don’t stop now!  There’s more below on personal development and (on the lighter side) dogs eating ice cream.

Detour from Your Well-Worn Path

What???!!!
No, she’s not favoring one dog over the other.  Wait for it.

“Casino Customer Service Solutions, Tactics and More” is a compilation of industry-related casino customer service information and other gaming-related management topics offered by Robinson & Associates, Inc.  Just glance over the topics and click on the items of interest to you.

We hope you find information that is not only interesting, but thought provoking and valuable to your endeavor to compete in today’s gaming market.

Marty Baird
CEO
CasinoCustomerService.com
Robinson & Associates, Inc.
602-639-4858

Positively transforming lives and having FUN doing it.

P.S.  Do you have a service delivery gap?  Put our tested system to work for your casino!

Secret Reveals Why Reviews Matter:  CLICK HERE

We develop people in our intense, life-changing, 5-day customer service training program that is much, much more.  LEARN MORE HERE.

CLICK HERE

Are you ready to have a Culture of Service Excellence?  Call Now to Put Our Proven Systems to Work for You  208.991.2037

  Forward to Friend

The One Mistake Casinos Make in Casino Customer Service Training – It Isn’t Life Changing Like Our Train the Trainer

Want to really irritate your competitors?  Provide casino customer service training that’s so life changing it launches the quality of your service into the stratosphere!

Read more here.

Casino customer service must be emphasized

Casino Customer Service Excellence Helps Gaming Properties Compete

 

 

 

 

 

 

 

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

Casino Customer Service and Casino Customer Service Training Are the Best Long-Term Options for Gaming Properties’ Survival

Casinos need to focus on exceptional casino customer service if they want to survive.  Yes, I said survive.

Recently, I watched an entire hour on a major cable news channel devoted exclusively to “Internet gambling.”  I also recently read that the state of Massachusetts needs to rethink its budget because it is not receiving anticipated casino revenue.  In other words, the state is not getting those casino dollars from heaven.  Lastly, there was this gem in USA Today about casino points for frequent-flier miles.  CLICK HERE

When I was growing up, my aunt and uncle would go to Las Vegas and that was a big deal.  They came back with boxes of candy and ash trays from the casino.  Their stories of free drinks, all-you-can-eat buffets and 99-cent shrimp cocktails dazzled my family.

Casinos that stake out casino customer service are more competitive

Stellar Casino Customer Service Driven By Outstanding Casino Customer Service Training Is Gaming Properties’ Best Long-Term Option for Surviving Competition

Those days are gone!

Looking back at the USA Today article, the idea that a casino has partnered with an airline to use casino points as part of a frequent-flier program just shows that casinos are doing whatever they can to compete.  Here is a news flash … instead of looking for things to give away, how about focusing on offering guests an amazing entertainment experience by providing exceptional casino customer service?

Online casino gambling has not taken off yet in the United States.  But it will and when it does, local casinos that don’t provide a great entertainment experience will be left wondering what happened.  Some of you may remember that at one time people didn’t flock to tribal casinos, but that has all changed, too.

There are only two defensible positions in business – you either compete on price or you compete on service.  We all know “low-price” leaders that do very well.  The challenge is that low-price leaders in the casino world will either need to have a lower cost structure or be ready to survive on much lower margins.

Gaming properties that are smart enough to stake a claim on casino customer service will need to do more than simply beef up service.  They will need to take service to an entirely new level.  “Good enough” will not be acceptable going forward.  Now is the time to invest in developing your people with casino customer service training that explains why you are creating a service culture.  It should also help team members understand that their jobs depend on this culture.

I’m sure the gimmicks will continue rolling out like trick ponies at the circus.  Ploys and promotions will come and go.  The customers they attract will come and go.  Casino customer service is the only advantage that will last long term.  It is your best option for creating an entertainment experience that will keep guests come back to play again and again.  It is your best option for survival.

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

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