| | |  | Last Updated: Tuesday, June 19, 2007 |  | | | Gambling Venues Compete
- Tuesday, 20 Dec 2005
The best gambling venue managers need to understand that the key to a successful casino is based on customer satisfaction. When players are satisfied with the services and amenities available at a casino they will consistently return; they will also make recommendations to their friends regarding particularly good gambling experiences. 'Casinos simply must understand that they are in the entertainment gambling business and that they must learn more about other entertainment venues that their customers may find alluring,' says Martin R. Baird, chief executive officer of Robinson & Associates, Inc., a global customer service consulting firm for the gaming industry.
There are seven tips offered by Baird in regards to how gambling venues need to know about their guests and how to beat the competition. The first one is that people spend more money at gambling sites and, thus, casinos must provide service that is superior to other entertainment venues. Secondly, customers will not return a dirty casino and lousy gaming experience simply because the venue was relatively cheap, as their overall expenditure is higher than other entertainment experiences. Next up is the mere fact that stellar service and an enjoyable experience will convince guests to come back.
It's difficult for people to lose money and have nothing to show for it. Casinos need to make up for that through outstanding service that amazes customers. The next tip on the list is to make sure that gambling enthusiasts can take something home: the memory of that casino's great service. Fail to deliver that kind of service and guests will tell lots of people about it. Additionally, gaming is growing in popularity but competing entertainment venues will not passively watch their customers go to the casinos. Many businesses will compete for casino guests by raising the customer-service bar higher and higher. Finally, service will be a key factor for both casino guests and competitors. Competing for a guest's business is no longer about bigger casinos and resorts.
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