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FAQ - Frequently Asked
Questions
What is
the Advocate Development System?
The Advocate Development System uses the proven methodology of the
Advocate Index to measure your casino’s current Advocate Index
score. This system couples your Advocate Index score with Best
Practices for improvement. It’s a turnkey solution to help your
casino create more guest and employee advocates.
What are
the Best Practices?
The Best Practices are the result of research that identified the
most important factors that are needed for change to occur. They
are: Leadership, Program Management, Goals & Metrics, Incentives,
Action Plans, Improvement and Closure. We partner with our
clients in all these areas to make sure the program is given the
attention and support it needs from introduction to rollout and
ongoing improvement.
Why don’t
we do this on our own?
The answer is you could if you had the people and processes in place
to do it. The challenge is that most casinos want to improve but
they find it difficult to move from wanting to actual implementation
and management. Our program is designed as a partnership and
we work with your casino as long as we need to for the program to be
successful.
Once we
begin, does this ever end?
The goal of improving your guest and employee Advocate Index scores
never ends. You should always strive for ways to raise the bar.
That can create barriers to competition and help ensure long-term
financial rewards.
Our role in the system is to get it started and help with management
and implementation for as long as your individual property needs
us. Our long-term goal is to turn it all over to your people so
they own it and manage the day-to-day aspects of the program.
We
already do guest service training.
This is GREAT because improvement is one of the Best Practices and a
very important one. But if you are not measuring your Advocate
Index, you can’t design improvement that’s based on the index.
Also, training can be done in many ways and we have honed our
systems by working with casinos around the world to make it not only
educational but very fun and motivational!
Look at this as a way to supercharge what you already have in place
and to maximize the effectiveness of the tools and people you
have in place.
But we
have good guest service!
Wonderful! It’s always fun to start from a position of strength.
The Advocate Development System gives you the opportunity to take
your “good service” and use it to create more guest advocates. This
starts with measurement and is carried on through ongoing
improvement.
How long
is the program?
The program is designed for the casino to assume responsibility for
it in parts over time. This will occur as the casino develops the
capabilities to continue the program in-house. The basic program is
designed to last 18 months. As we near the end of the 18 months, we
look at the areas that the property would like to take over. We
provide continued support throughout the duration of the process.
What
makes your training different?
Training is a big part of the improvement area of the Best
Practices. For training to be effective, it needs to be more than
“educational.” It also needs to be entertaining. We use
accelerated learning principles that make our training active,
participant centered, fun and educational. This increases long-term
retention of the information as well as the concepts.
Is this
something we can do ourselves eventually?
The answer is YES! Our goal is to have each of our clients take
over as much or as little of the system as they are comfortable
with. Many of you have highly skilled people that can take over
day-to-day aspects of the program very successfully. For others,
you may need to add some new talent or continue to use our
resources.
Why
should we invest in this System?
The most important point to remember is that you are investing.
You are investing in a system that will allow you to create
predictable and actionable results for your casino today and going
forward. This system is not a good fit for casinos simply looking
for a quick fix or the solution du jour. Advocate Development
System is a long-term commitment to creating more guest and employee
advocates.
The
proven methodology of the Advocate Index score coupled with
Best
Practices comprises our Advocate Development System.
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