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YOU MATTER, YOU REALLY DO!
by Jen Cuthbertson It’s not all about just spinning the reels, throwing the dice, or being dealt a hand. A casino experience involves much more. There’s dining, drinks, entertainment, hotel amenities, and most of all it’s about customer service and hospitality. Casinos vie for the gamers market by offering extra perks, better entertainment, and are in the business to capture your loyalty. Have you ever wondered how many of these managers, project directors, and marketers have ever been gamblers themselves. Have they ever been a casino hotel guest? If they haven’t experienced the “casino experience” how do they really know what the gambler expects from a casino? Comment Cards! Your opinion, your suggestions, and comments are management’s “eyes”. Casinos employ thousands of people to make up the team to offer you, the customer, a enjoyable stay where you will want to come back. When things go wrong, don’t hold back. Let someone know. Communication is the key to anything in life and is never as true as in a casino. Management didn’t hear the desk clerk be rude to you or the server not refill your cup, or the untidiness of your room. Good management would cringe to hear you had a problem and would be willing to correct any irregularities. They don’t work as hard as they do planning and implementing programs for the customer to be let down by a front line worker. They need to know how you feel and your experience. This goes for the good as well as the bad. Your thoughts, opinions, comments, and ideas are very valuable to a casino or hotel. Take time to add to the betterment of the whole casino experience, fill out a comment card, or email the casino. Please don’t forget the compliments as well as the complaints. You do matter.
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