Casino Players like that homey feeling
11 Jul 2005
Land-based casino customers want to feel comfortable and at home while playing and outstanding guest service can help achieve that.
Casino customers also want to feel welcome and wowed, says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a customer service consulting firm for the gaming industry. The idea is to give them all that with great service and they will have a wonderful time.
Baird's new book, "Gaming Guest Service from A to Z" uses the alphabet to explore important words to help gaming executives, managers and employees understand how critically important outstanding customer service is and how to provide it. The book has all the letters of the alphabet and each letter has a series of words that give insight on how to provide great customer service.
The following are helpful tips excerpted from the books section on the letter W:
"Warmth". Customers want to feel warm, at home and comfortable. They don't want to walk into a place that feels sterile and cold. They want your property to project "warmth" and personality and youre a major part of making that happen. Your smile and eye contact help customers feel warm and welcome.
"Worth". Customers need to feel that their money and time are well spent, that there is "worth", or value, in their gaming experience. It's not enough for them to just come and play. They need to feel that they had such a great experience that it was "worth" everything they spent and everything they did to be at your property.
"Wonderful." Customers should have a "wonderful" time. They should feel "wonderful". You want them to think "wonderful" thoughts about your property. All of these things will help you succeed, grow and excel.
"Welcome". Every customer is "welcome". They're "welcome" to play, eat, stay in the hotel and swing their clubs on the golf course. They should feel "welcome", not out of place or uncomfortable. Make them feel as "welcome" as an old friend coming to your home.
"Wow." Thats what you want. You want the "wow" factor. You want to hear people say, "Wow, this place is beautiful, the people are great and I can't wait to come back."
