New Book Will Educate Casinos On Critical Success Factor –How to Provide Top-Notch Customer Service
 

Robinson & Associates Seeks Input from Casino Executives

Phoenix, Ariz.
March 8th, 2002

    A new book that will give casinos practical, real-world ideas on how to improve their guest service is being developed by Robinson & Associates, Inc., in conjunction with casino executives around the world.

    The Phoenix-based firm, a customer service consulting company for the gaming industry, is asking casino executives and managers to contribute articles for the book.  Articles will contain ideas on how to improve guest service as well as casinos’ actual experiences in enhancing service.

    “Quality customer service is critical to competing effectively in the gaming and entertainment industry and a book on this subject is greatly needed,” says Martin R. Baird, president of Robinson & Associates. “Our goal is to create an educational book that will help the gaming industry reach a new level of service. The more casinos learn about this subject, the more likely they are to succeed at raising the customer-service bar within their own organization.”

    Ronald J. Vargas, vice president of Human Resources for Pinnacle Entertainment, praises Baird’s decision to produce a book for the gaming industry.

     “Marty Baird’s new book on delivering exceptional service to casino guests should be a must read for everyone in the industry who is concerned about staying ahead of the competition,” Vargas says. “No one has made a bigger impact on our employees and, by extension, our guests than has Marty with his innovative, exciting, fun and 
spot-on guest service training programs.”

    “The days of build it and they will come are long gone,” says Baird, noting that  casinos need to provide guests with a great customer service experience, not just a magnificent building with a variety of gaming choices. Now is the time to pool customer service resources to improve the industry, he says.

    Robinson & Associates is contacting both large and small casinos, asking for their input for the book. In addition to the general topic of improving customer service, Baird also would like the book to cover such areas as employee motivation and retention, tricks that casinos have learned to help employees provide better service and customer service initiatives that worked well and why they worked.

    Those interested in contributing articles for the book are asked to call Tom Ellis at 623-780-4558 or e-mail him at tellis@casinocustomerservice.com.
 

    Robinson & Associates, Inc., is a customer service consulting firm that provides specialty customer service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for casinos.  Baird has a Web site, www.casinocustomerservice.com, that’s devoted to helping casinos improve their customer service so they can compete and increase revenues.  

    Baird may be reached at 480-991-6421.  He also may be reached by  e-mail at mbaird@casinocustomerservice.com.
 

Tom Ellis
Ellis Communications, L.L.C.
Phone (623) 780-4558
tellis@casinocustomerservice.com