Let's face it. Your property is absolutely beautiful. Your gaming, dining, entertainment and service is first rate. Customers flock through your doors by the thousands every day and they have a terrific time. But why do they come to your casino? Why not the property next door? Or those other "beautiful places" down the road… or in another city? [LOOK IN THE MIRROR!] Our industry is not alone in this simple fact: the level of warmth and friendliness presented by the front-of-the-house employees directly impacts customer satisfaction, retention, and the overall reputation of a specific casino as a desirable destination. Your appearance and every aspect of your behavior and personality contribute to each customer's impression of your property. You literally help to determine how quickly your customers come back, how often, and for how long. One bad move on your part can also have a disastrous effect, sending patrons out of the door forever as a long-term "bad advertisement" for your business, the last thing anyone wants! [HOW GOOD ARE YOU?] Now it's test time. Rate yourself by the following critical traits exhibited by our industry's finest customer service professionals to see how you measure up. Please carefully consider the importance of each characteristic as you honestly grade yourself. And if you've never examined yourself in these terms, today is a good time to start. Your managers and clients judge you by these traits every day, so you should, too. Also please note: a perfect "Excellent" score of 50 points means you are a rare and very valuable commodity in our industry and we salute you! But if you're like most of us, there is always room for improvement. Let's see how you measure up. Mark your most accurate rating for each customer service trait and add up points for your final score. All test results are final, but feel free to repeat the test as you understand the importance of your attitude toward customer service. [CUSTOMER SERVICE QUIZ] Please grade yourself for each trait: 5=Excellent, 4=Very Good, 3=Average, 2=Below Average, 1=Poor. 1. Intelligence: The capacity to acquire and apply knowledge 2. Knowledge: Awareness, understanding, learning 3. Outgoing: Friendly, sociable, extroverted, engaging 4. Positive Outlook: Favorable, happy, confident view 5. Polite: Having and showing good manners; courteous 6. Helpful: To aid, contribute; to provide relief or remedy 7. Supportive: To hold up, maintain, defend, advocate 8. Strong Communicator: To make known; exchange thoughts 9. Resilient: The ability to recover quickly; strength 10. Motivator: To provide with an incentive; to urge, to compel Total Points: If you scored: 50 Points: Congratulations! You are the best. Now bring these test results to your managers and ask how you can make better use of your terrific talents. And share your enthusiasm—it's contagious. 40-49 Points: You are a very valuable employee and you can now focus on the trait(s) you need to improve so you become one of the best. When you hit 50 points follow instructions above. 39 Points or Below: Get to work! Focus on each attribute and develop your talents. Watch the customer service champions in your company and learn from the best. And keep testing yourself. Remember, the sky's the limit within your organization and our industry… and you have the power to fly high. Go for it! You alone control your destiny by your commitment to your chosen profession.

By Pete Davenport

Pete Davenport is president of Creative Business Productions LLC. He can be reached at 732-506-7977 or petedavenport7@aol.com

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