Mystery Shopping has been around for many years. It is not a new concept. It is particularly prevalent in the retail and hospitality industries. However, it is a relatively new concept for the casino industry. I am now involved with a fair amount of casino consulting as well as lectures at various casino conferences. I often stress to casino executives and casino managers that there are three important factors involved with success in the modern casino industry. Years ago, I used to always use Conrad Hilton’s often coined expression that there were three key factors involved with success in the hotel industry and those three factors were #1) location, #2) location and #3) location.
Location is obviously a very important factor but in today’s dynamic casino industry I believe that three of the more important factors today are #1) communicate, #2) celebrate and #3) validate. You can never over communicate in the casino industry especially with your staff. Most staff are hard working, loyal and dedicated. They want to be involved so I always recommend that casino operators communicate to the legal maximum allowed by law. Casino operators that communicate well with their staff will reap the benefits and the rewards. Involvement from happy motivated staff is a critical success factor that will payoff handsomely for both large and small casino operators around the world. Neither location nor size matters when it comes to communicating well with your staff. Improving upon this one factor alone can make a huge difference in your operation.
The second success factor that I mentioned is celebrate. Celebrate both with your customers and with your employees. Look for reasons to celebrate. People want to have fun. People come to casinos to have fun. Celebration is a critical element of having fun. Unfortunately it is an area that often gets overlooked or the almighty budget over-rules and the celebrations never take place with the casino staff. What a missed opportunity. I often advise casino operators to develop a new line item in their budgets called “Celebrations” and to budget an amount of money each year that you can keep in reserve to use for those “unexpected” opportunities that will always arise when you least expect them so that you can celebrate both with your customers and with your staff. They will appreciate it. […]