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Month: September 2017

Customer complaint handling and the big “NO”

Customer complaint handling and the big “NO”

Like it or not all Casinos have customers that complain and our ability to deal with them can have one of 2 outcomes. The first one is (hopefully) the one every Casino manager dreams of which is when the dispute is resolved quickly and the post incident customer experience is greater than it was before the incident ever happened. As a direct result of such euphoric satisfaction the customer becomes loyal to your casino and their repeat visits are frequent…

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Casino Tales from the Caribbean

Casino Tales from the Caribbean

Anybody that’s lived and worked in the Caribbean will probably agree that it’s not for everybody and that only those who are willing to compromise, adapt and appreciate the unique beauty of each island will survive and prosper. I have seen many expats come and go from the islands despite their impeccable resumes, solid business plans and good intentions. Why do they leave? For some it’s as simple as the heat, for others its home sickness, but for the majority…

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