Casino And Lottery Articles

Observant Casino Employees Turn Guests Into Advocates, Says Robinson & Associates, Inc.

Annapolis, MD (PRWEB) July 18, 2007 -- Casino employees can turn their guests into advocates for the property by being observant and anticipating their needs, says Robinson & Associates, Inc., (http://www.advocatedevelopmentsystem.com) a customer service consulting firm to the gaming industry.

Martin R. Baird, chief executive officer of Robinson & Associates, offers the following tip about guest advocates.    

Tip:

"It's smart to observe guests, but don't spy on them," Baird says. "Just watch and pay attention to them. By watching what they do and how they do it, employees have an opportunity to know what guests want before they ask. That kind of high-level service can turn guests into advocates for the casino. For example, if a guest puts down an empty glass at a machine, bring a refill. If someone can't find the restroom, step forward and help them. That simple act of observation sets a casino apart from the competition and truly impresses guests."

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates. The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

Robinson & Associates may be reached by phone at 480-991-6420 or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Contact

Martin R. Baird

Robinson & Associates, Inc.

http://www.advocatedevelopmentsystem.com

http://www.casinocustomerservice.com

480-991-6420

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