Tuesday, June 25, 2013

Casino Reputation Solutions Are Only Click Away @ Our New Site

Casino reputation is critical and all the information you need on the topic is available at our new casino customer service blog site.  We have moved our blog to a new location and we encourage you to visit.  It offers all the great information you have come to expect on casino reputation, casino customer service, casino training and more.

While you’re there, check out the rest of the new and improved CasinoCustomerService.com website.  It’s loaded with information to help casinos measure, manage and improve their service.

Marty Baird

Posted by Marty in 01:51:12 | Permalink | Comments Off

Wednesday, June 19, 2013

Excellent Casino Customer Service Content Is Moving to New Site

You’ve come to know that we post great information about casino customer service, casino training and, most recently, casino reputation.  Well, there’s good news!  We are going to keep it up, just at a new location.

Click here to visit our new blog.  We promise to continue providing you with outstanding information to help your casino grow and prosper.

Marty Baird

Posted by Marty in 14:57:53 | Permalink | Comments Off

Wednesday, May 29, 2013

Casinos’ Reputation Is Damaged By Negative Internet Reviews

Google lowers casinos’ search rankings when negative customer comments appear on Internet review websites and that causes casinos’ online reputation to suffer.  That’s one of the announcements we made today in a special report on the importance of gaming properties’ reputation.

Our report titled “5 Tested Reasons Why Reputation is More Valuable Than Marketing” is aimed at opening casino management’s eyes to the role of the Internet customer review.  A high percentage of Internet users give great weight to the opinion expressed in online reviews.  Patrons pay much less attention to casino marketing, particularly advertising.

To request a copy of the report, click here.

This is important news because much of what casino management believed to be true of their advertising efforts has turned out to be wrong.  Even if they sensed the truth before, they have no idea how pervasive the online review’s influence is.  As famed investment guru Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it.”

A high percentage of Internet users believe in the credibility of casino reviews as they appear on review sites.  Conversely, Internet users are rather dismissive of casino advertising campaigns.  The reviews are left by actual patrons of casinos who feel compelled by the service or product to write a review.

Here are some additional points:

Reputation and the Google Search – Look Out!  There are reasons why a casino’s reputation is more important than management’s advertising efforts.  For one, Google uses the reputation in search engine rankings.  That’s right.  A rankled patron, even an adversary, can write a review and greatly influence a casino’s reputation and subsequent Google ranking.

The lower a casino is ranked, the more difficult it is to find.  We all know Google is the default tool that people use when it comes to locating things.  That means when guests look for information about gaming, casinos, entertainment, restaurants or weekend getaways, gaming companies want to be found as high up as possible and as often as possible in Google searches.

Negative Feedback Is Difficult to Overcome.  Negative feedback drives patrons away from a casino.  If casinos think they can sidestep this problem by paying for positive reviews, they should think again.  Purchasing of several positive reviews is detected by Google’s search bots and disregarded. Google discounts reviews when they arrive in unusually high numbers.

If a casino usually gets 1.7 reviews per month and it tries adding three, the search engines could reject all of them because there were too many reviews.

Honest Assessments Do Offer A Bright Spot.  Many online comments are honest assessments of the casino and they can point to steps casinos can take to improve.  The failings a reviewer complains about may actually measure a casino’s success, providing it with a marker from which to continue to improve.  If there’s a pattern to the comments, the casino has an opportunity to address real guest issues and concerns.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
http://www.casinocustomerservice.com/
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 16:51:45 | Permalink | Comments Off

Thursday, May 23, 2013

Amy’s Baking Co. Offers Business Lessons, Inspires New Hospitality Training Tool for Casinos & Hotels

The recent “Kitchen Nightmares” television episode that features Amy’s Baking Co. is like watching a train wreck in slow motion.  You want it to end, but it just keeps going.

That’s why today we announced a new hospitality training tool.

After watching the video of the Scottsdale, Ariz., kitchen disaster, I realized that this should be a “teachable moment” so that some good can come from it.  So we launched a hospitality training tool to use with the video.  With more than 20 years of helping businesses in the hospitality industry measure, manage and improve their service, this was a natural.

To request a copy of the training tool, click here.

We have taken the video and broken it down into brief sections.  Each section has “teachable moments” that a restaurant, casino or hotel can use to improve their service.  We’ve created a facilitator’s guide, as well as activities and exercises so a business can watch the video and help people learn from it.

There’s a proverb that says, “A wise man learns by the mistakes of others; a fool by his own.”  We want to make it easy for people to learn from the mistakes they made at Amy’s Baking Co.

Some of the mistakes include:
– How not to handle guest feedback.
– Leading by example.
– The customer is always right.
– Online reputation and reviews.

Amy at one point says, “The customer is not always right.”  That is arguable.  But what is not arguable is that they are the customer and they have the ability to share their experiences with the world via online reviews.

All businesses make mistakes, but it’s how you handle them that matters.  This Scottsdale kitchen nightmare has less to do with the kitchen and more to do with management and service disasters.  Amy said people online were out to get her.  In reality, they were probably just sharing real thoughts and feelings about the experience they had.

For businesses that want to learn from the mistakes of others, this training tool is a great start.  It’s easy to follow and designed to make service improvement a simple process.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 05:49:20 | Permalink | Comments Off

Thursday, May 16, 2013

5 Casino Customer Service Lessons Revealed in Casino Journal Column

I have revealed five customer service lessons in a Disney cruise column I wrote for Casino Journal magazine.  I wrote about a cruise my family and I recently took and the column appears in the magazine’s May 2013 issue.

Disney has an amazing reputation for AWESOME customer service.  They are often mentioned as one of the best in the business for great guest service.  With increased competition, casinos need to look long and hard at their reputation for service.  Do the reviews on Google+, TripAdvisor and Yelp match the level of service they think they are providing?

Those interested in learning from this informative column may click here.  All casinos can benefit from the five key messages conveyed in the column.

The five lessons are:

– Consistency is invaluable.
– Treat guests like rock stars.
– Service standards create magical moments.
– Guest acknowledgement is an important element of casino customer service.
– It doesn’t matter who you are.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 16:43:18 | Permalink | Comments Off

Wednesday, May 15, 2013

Our Life-Changing Casino Customer Service Training

Have you ever had a person you work with thank you because you changed their life?  I mean walk right up and pour out a heart-felt thank you?  If you did, how did it make you feel?  If you haven’t had that experience, would you want to?

There is a book I really like titled “Start With Why.”  The author explains that people don’t want to know what you do; they want to know why you do it.  If they understand why, they can connect with the product or service you offer and will want to purchase it.

Our company’s “why” is very simple.  We want to positively transform lives and have fun doing it!  It’s not easy being away from my amazing family on business, but I do it because making a real difference in people’s lives is so enjoyable.

When we are selected by a casino to do our Train the Trainer (TTT) program, that is when I know I’ll have the opportunity to change lives.  Of all the wonderful opportunities I have through my company, TTT is one of my favorites by far because I love the outcome.  I didn’t study to cure cancer or save lives, but positively changing a life is amazing to me.

Several years ago, we were honored when one of the premier consulting companies in the world selected us to work with a casino in Europe.  We were asked to train a small group of the casino team on how to do their own guest service training for the rest of the staff.  I thought that sounded like great fun, even though we knew some of the people we would work with were not fluent in English.  We love a challenge.

The casino’s management selected one of the participants not because he was a valued employee, but because they wanted to punish him for the terrible service he provided.  I guess they thought he would hate the training.  It was a five-day session and by the end of the second day, that employee was the best trainer in the group.  He stayed that way to the very end!  He was an amazing trainer.

On the final day, tears welled in his eyes and he told the group something astonishing:  “This week of training has changed my life.”  His wife and children could see a difference in him and so could his co-workers, he said.  That was a “moment” for me that I will never forget.  To this day, when I think of it, I can’t help but smile.

We did the same TTT program with a casino in the northwestern United States and worked with a fantastic group of people.  I enjoyed each day with them, and it was amazing to see them grow and push each other to excel.

Again on the last day, one of the executives who participated in the training came up to me and said something astounding:  “I want you to know that I wanted us to use Disney for this training, but I was voted down.  After this week, I’m thankful that we selected you!”  That was what I needed to hear.  When you are compared to a recognized world leader in service and training and someone says you are better…that is powerful.

You may be wondering what I do in TTT that generates these kinds of comments.  I’d love to take all the credit, but that would be wrong for many reasons.  I facilitate the challenges the participants face (and overcome) and the journey they take during the week.  But ultimately, they are the ones who learn and grow.  The week pushes them beyond what they think they can do, and there is often frustration and disappointment at the end of some of the early days.  The great part is that on day five, they are so thrilled with what they have accomplished that they feel energized and capable of doing anything.

TTT is an intensive look at learning as well as customer service.  During the training, they may hear themselves and others give presentations on customer service 50 to 100 times.  Believe me, after hearing it and saying it that many times, you thoroughly understand service and why it’s important.

Another part that is so powerful is the bond everyone shares.  They see each other struggle like never before and they share with each other in an open way.  It’s an emotionally challenging week.  “Life changing” doesn’t come easily or without frustrations.  Those who grow the most from the session are the ones who often struggle and risk the most.

I’m no guru, but I do know this – people who give 100 percent of themselves in Train the Trainer come out a new person and it’s amazing.  One of the other key points is that they get a whole new perspective on training.  Most people think of training as a lecture by a so-called trainer who “shows up and throws up” all the information.  That is the opposite of TTT.  We facilitate learning and push participants to do just that – participate and actively learn.  Thus, there are no lectures for hours and hours.  This is not an easy concept for most people who have been exposed to a traditional education system.

Train the Trainer is an amazing experience and, for the sake of full disclosure, it has changed my life, too!  When I’m having a less than wonderful day, I can think of these great people and it makes me smile and remember why I do what I do.  I have the opportunity to positively transform lives and have fun doing it.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 14:55:47 | Permalink | Comments Off

Wednesday, May 8, 2013

Significance of Casino Reputation, Low Respect for Casino Advertising Covered in ‘Casino Customer Service Solutions, Tactics & More’

The significance of casino reputation and the public’s low respect for casino advertising are among the topics covered in this week’s edition of “Casino Customer Service Solutions, Tactics and More.”

Those interested in receiving this week’s edition and future issues should contact Robinson & Associates at lbaird@raresults.com or call 208-991-2037.  They also may subscribe by clicking here.

“Casino Customer Service Solutions, Tactics and More” curates links to online articles, news releases, videos, graphics and more and presents them in a format that makes it easy for readers to review and then click for more information.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 22:32:56 | Permalink | Comments Off

Thursday, May 2, 2013

Indiana, Wisconsin, Michigan Casinos Must Prepare for Illinois Melee

If you are one of these casinos — Potawatomi, Four Winds, Blue Chip, Majestic Star,  Ameristar or Horseshoe – you better start preparing now for the battle for guests that is coming.  The state of Illinois is pushing to expand gaming and it is targeting the casinos that are generating revenue from Illinois customers.

A simple Google Maps search of the proposed new Illinois casino locations shows that the state wants to keep people from leaving Illinois and taking their gaming money with them.  The locations are Chicago, Rockford, Danville, Park City, Waukegan or North Chicago and the south suburbs.

It’s common for states to want the tax revenue to stay instate.  Ross Perot said there would be a “giant sucking sound” if NAFTA passed.  Indiana, Michigan and Wisconsin casinos will experience a giant sucking sound of their own as guests stay in Illinois and don’t drive to neighboring states to play at casinos.

When new casinos open, people want to give them a try.  Once they play at new casinos that are a shorter drive from home and that have all the latest amenities, it will be difficult for the current casinos to compete.  Please don’t get me wrong.  I’m not saying that the new casinos will wipe out all of the existing ones.  Existing casinos can survive, but they need to take action today to prepare for it.

Here are three courses of action for existing casinos near Illinois.

Get Back to the Basics.  Casinos must get back to the basics by examining their current customer service delivery.

Not how good they think their service is, but the real level of service they are providing.  I looked at some of the online reviews for the casinos that are going to be affected and they are rough.  Research from American Express found that 70 percent of people believe online reviews.  Unless reviews for older casinos are amazingly good, customers will skip the out-of-state drive and try the new casinos.

Build Good Will.  I like this saying about reputation:  “Inoculate your reputation by building a reservoir of good will.”  Now is the time for all casinos near Illinois to build a reserve of good will.  This means creating guest advocates who will risk their personal reputation and recommend the casino to friends and family.

Make Changes to Service Now, Not Later.  Casinos that think it could take years for these proposed Illinois gaming properties to open could be right, but it can take years for existing casinos to create a stellar service culture.  It’s not as simple as doing training or holding a pep rally and then service magically improves.  Achieving great guest service is a long-term process and to compete, casinos will need to start now if they hope to survive what is coming.

The state of Illinois is doing what it thinks is in its best financial interest.  It is being promised that these new casinos will be a cash cow that will pay for schools and reduce unfunded liabilities.  With those kinds of promises, it’s easy to see why Illinois wants more casinos.  States see casinos as an ATM and when they run short on cash, they go get some more.  If Illinois adds these casinos, there will be a huge cash drain on neighboring states.  The companies that buy the gaming licenses will come in and make a big splash with amazing facilities and the best guest service they can provide.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
http://www.casinocustomerservice.com/
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 22:23:39 | Permalink | Comments Off

Wednesday, April 24, 2013

Online Casino Reputation, Referrals Covered in ‘Casino Customer Service Solutions, Tactics & More’

Online casino reputation and tapping the referrals market to grow the bottom line are among the topics covered in this week’s edition of “Casino Customer Service Solutions, Tactics and More.”

Those interested in receiving this week’s edition and future issues should contact Lydia Baird at lbaird@raresults.com or call 208-991-2037.  They also may subscribe by clicking here.

“Casino Customer Service Solutions, Tactics and More” curates links to online articles, news releases, videos, graphics and more and presents them in a format that makes it easy for readers to review and then click for more information.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
http://www.casinocustomerservice.com/
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:

Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 22:58:33 | Permalink | Comments Off

Wednesday, April 10, 2013

Casino Service Gap Analysis Covered in ‘Casino Customer Service Solutions, Tactics & More’

The benefits of casino service gap analysis and tips for improving casino customer service are covered in this week’s edition of “Casino Customer Service Solutions, Tactics and More.”

Those interested in receiving this week’s edition and future issues should contact Lydia Baird at lbaird@raresults.com.  They also may subscribe by clicking here.

“Casino Customer Service Solutions, Tactics and More” curates links to online articles, news releases, videos, graphics and more and presents them in a format that makes it easy for readers to review and then click for more information.

To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
208-991-2037

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES:
Lydia Baird
lbaird@raresults.com
208-991-2037

NEWS MEDIA INQUIRIES:
Tom Ellis
tom@elliscomm.com
417-881-5635

Posted by Marty in 16:09:57 | Permalink | Comments Off