A friend and faithful reader writes:
It just amazed me with all the competition Las Vegas casinos have, the unfriendly, uninviting environment that prevailed during my last visit. Not once was I asked at the casino if I could be helped with my bags even though I was walking into the "Invited Guests" lounge to check into a suite acquired by accumulating credits for playing in the high limit gaming area. I didn't feel invited. In fact, I was sloughed off to the regular registration desk because of a letter I needed to pick up for the arranged Bon Jovi tickets. Did I get a personal escort to the desk with an introduction? No. I was misdirected to the desk outside. I waited my turn and was told I needed to go to another check-in line. I didn't feel special at all. Even after receiving my room keys, I was never offered assistance with my bags. Much to my dismay, the 'suite' promised in the mailer I received was just an ordinary room. Dare I complain and get what was mailed and promised to me? What happened to the $100 in chips they were going to give to me? Did I complain? No, I'm not a complainer. Will I go back to this casino? Never. The only thing I gambled on was the room service. Do you know how many people I've told that I was unimpressed and will never go back? Everyone.
If you don’t meet your customers’ expectations you could find yourself with undesirable “word of mouth.” Remember if people aren’t doing business with you it’s because they don’t know about you, they do know about you or think they know about you.