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Bringing proven methodology together with best practices to create
casino success.
The Advocate Development System uses the Advocate Index methodology
and best practices to help your casino develop more guest and
employee advocates.
Best Practices
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Leadership – It takes more than good intentions and some
training for a casino to have a successful guest experience
improvement program. Casino leadership has to not only support
it, they need to embody it. Their actions will speak volumes. So
they need to lead in all areas of great service. The more the
front line sees them smiling or saying “Hi” to people, the more
they will know that this isn’t an exercise in futility. It’s an
initiative that has commitment.
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Program Management – The best of intentions can only take a
project so far. We can intend to improve service and give our
guest a better experience but that won’t make it happen. This is
very challenging because it’s the part of the process that
requires the most attention to detail, as well as monitoring of
progress. For a casino that doesn’t have professionals sitting
around bored because they don’t have enough to do, this can be a
serious stumbling block. Managing the program is a non-stop
process if your goals are going to be reached.
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Goals & Metrics – For a program to have long-term success
and not be viewed as the solution du jour, it needs to be
connected to goals and metrics. The program needs to have
quantifiable and understandable points in the process. Without
goals, it’s nothing more than a dream.
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Incentives – The overall success of the Advocate Development
System will be affected by the ability of the team to pull as
one. The only way to get all the layers (do you mean players?)
on the same page and pulling together is to make sure they know
the goal and they have a stake in reaching it. If different
departments have different incentives, you will have a team
pulling in different directions and hindering your success.
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Action Planning – The casinos that plan to improve
service will never make progress until they take action. Each
action is a step toward a program that will move your casino to
the next level. They build on each other. Where the leaders
often win the race is in their ability to take action to make the
casino better for guests and employees.
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Improvement – Training, Coaching and Consulting. Many casinos
have some experience with this. They have implemented training
programs or used consultants to improve their process. It’s
important to note that for improvement to really have a long-term
impact, it needs to be part of a complete process, not a
stand-alone piece. When you are looking at improvement, use this
as your litmus test: if it’s not fun and they are not actively
involved, people are not learning!
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Guest and Employee Closure – You want to take the process
full circle. After all the planning, improving and managing, you
need to give your guests a report so they know what you are doing
and why. We have all filled out comment cards knowing that they
will never be read or, if they are, that nothing will be done.
Sharing progress with your guests and employees is the step that
creates closure.
The Advocate Development System takes the power of the Advocate
Index and creates a turnkey application of best practices for
maximum impact.
Without best practices, including improvement, you are no better off
than you would be without the number.
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“The
man who doesn't read good books has no advantage over the man
who can't read them.” - Mark Twain |
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