No matter what your guest satisfaction surveys say even if satisfaction is in the stratosphere it doesn't matter. Research doesn't support the concept that customer satisfaction predicts growth.
More Quotes from Martin Baird:
Look at the pieces you have in place to make it easy for your guests to risk their reputation by telling family and friends about your amazing casino. The easier you make it for your guests to feel comfortable recommending your casino, the better your casino will do going forward.Martin Baird
Casino guests who are willing to risk their own personal reputation and spread positive word-of-mouth advertising about a casino are guest advocates and the degree to which a property has advocates is a highly reliable predictor of future growth.
Martin Baird
That means you should forget about whatever title you have at work. Everyone who works at a casino is in the guest service business. Employee titles are meaningless. Each employee must view guests as an opportunity to make a lasting positive impression.
Martin Baird
That will always make them and you feel better. This simple technique makes each guest feel like he or she is the most important person on the property that day.
Martin Baird
Any given week or day doesn't have to be devoted to improving a particular aspect of guest service. An effective customer service approach can come from a mixture of ideas.
Martin Baird
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