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Ellis Communications, Inc. - NEWS STORY
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Casino Organizational Improvement Must Be Supported By Effective
Internal Communication |
For Immediate Release:
February 4, 2008 |
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
www.advcoatedevelopmentsystem.com
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Effective internal
communication that reaches across the entire property is crucial
to successful implementation of organizational improvement at
casinos.
The following tip is provided by Robinson & Associates, Inc., a
customer service consulting firm to the gaming industry.
Tip:
“In ‘Culture, Leadership and Power: The Keys to Organizational
Change,’ Ronald W. Clement referenced a study by Larry Smeltzer.
Clement said Smeltzer’s study found that the most common reason
for failure to improve is the spreading of inaccurate and
negative rumors resulting from the inability of management to
provide accurate and timely information to the staff.
“Smeltzer found two other reasons for failure, according to
Clement. Those were (1) employees learning about the change or
improvement from outsiders because of a total lack of
communication from management and (2) management’s reliance on
‘lean’ communication, such as memos or e-mail, rather than
face-to-face meetings.”
Robinson & Associates has published a white paper that helps
casinos understand what is involved in rolling out
organizational improvements that can result in greater success
in the future. Those interested in obtaining a copy of the white
paper should e-mail Marilyn Kuhnert, Robinson & Associates’
client development specialist, at mkuhnert@casinocustomerservice.com
or call her at 623-486-9090.
Robinson & Associates, Inc., is a global customer service
consulting firm for the gaming industry. It helps casinos
determine their Advocate Index, a number that indicates the
extent to which properties have guests who are willing to be
advocates. The company then implements its Advocate Development
System in combination with the proven methodology of Advocate
Index and best business practices to help casinos create more
guest advocates and chart a course for growth and profitability.
Robinson & Associates may be reached by phone at 480-991-6420,
by e-mail at mbaird@casinocustomerservice.com or via its Web
sites at www.advocatedevelopmentsystem.com and
www.casinocustomerservice.com. Robinson & Associates is a member
of the Casino Management Association and an associate member of
the National Indian Gaming Association. |
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