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Robinson and Associates Has Suggestion For Casino Employees


Casinos that want to create more guest advocates should take the first crucial step - be nice to customers, says Robinson & Associates, Inc., a customer service consulting firm to the gaming industry. Martin R. Baird, chief executive officer of Robinson & Associates, offers the following casino guest service tip.  

"Be nice to your guests because they deserve to have a nice experience," Baird says. "And nice is the first logical step toward turning ordinary customers into guest advocates. It's amazing how often people aren't nice and then they expect you to patronize their store or buy their product. They don't smile, say please or say thank you. It's almost as though they think other people are obligated to give them money. That's not the way it should be. Be nice to your guests and reward them with simple pleasures."

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a numbe

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The quick answer is that they are linked lottery terminals where a central computer delivers a virtual “scratch ticket” to a player terminal, upon the request of a casino guest. Ever wonder why you have to press the button twice to play? On the first press you are purchasing the ticket, and on the second you are revealing the outcome.
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