Four ways to build personal relationships with our guests Let’s be honest, relationships are hard! Whether it’s personal or in business, in order to build (and keep building) a relationship, you must be willing to […]
Don’t let technology replace the human element on our floors Have you downsized your floor team members in the face of ever-increasing technology? Even more importantly, are you still running your casino floor the same […]
Life In Player Development After decades in player development, it never ceases to amaze me that we are still having to fight the perception that hosts don’t do anything except hand out freebies, get (or […]
Somebody somewhere decided to buy the play from our guests Yesterday I called up one of my players. He lives across the country. With the approaching onslaught of winter, it’s time for the snowbirds to […]
And why you should care We all spend a lot of time rating our players to make sure that they are comped correctly and fairly. Most of us, if not all, use the standard formula […]
Finding success by using a code of conduct I’m a big fan of NCIS. I love how they are able to add funny moments to such serious ones – like life, really. Every character is […]
Why this is critical to your organization’s growth It’s not rocket science. No, it’s not. Nor is it a rocket ship. It is not a cure for disease, or a solution to global warming. It […]
Five steps to finding “new” guests using the phone The debate among Player Development teams will always be a challenge: what is the best use of my time? Nurturing existing relationships or finding “new” guests? […]
Taking a page out of parenting five boys Over the past 15 years, I have been extremely impressed by the time management and accountability that my wife has implemented in our home with our five […]
Top Ten Questions to Ask About Your Tiered Card Program I first introduced the phrase “Die, Tiers, Die” at the Raving NEXT conference in 2014. My prophecy hasn’t come true. Tiered card programs haven’t died. […]
How to prospect new business by using the phone Lead prospecting is one of the most challenging aspects of any sales organization. It always has been, and likely always will be. Why is that? Because […]
Are you providing 5-star standards when your phone rings? “OPERATOR!” I yell into the automated system. I punch ZERO. ZERO. ZERO. “Sorry, I don’t understand,” says the mechanical voice. One of my biggest pet peeves […]
How to avoid the dreaded appearance of “telemarketing” or “spam” calls A good friend of mine recently told me, “I never answer my home phone, since now I’m afraid that it’s just a spam call. […]
Tips to improve your tele-selling process There is such angst, anxiety and apprehension when it comes to calling guests, both from management and from hosts. The first thing that management often does is hand the […]
How to utilize your staff to drive more trips and impact flat revenues Casino executives often devote most of their resources to top-end players, while devoting fewer resources to lower valued players, thus missing out […]
A hybrid of hunter and hugger The Godfather is one of my all-time favorite films. Especially after I moved to Vegas. The mob mystique, stories the “dinosaurs” told, pasta, passion, (did I mention pasta?) really […]
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