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Martin Baird
Martin R. Baird is CEO of Robinson & Associates, Inc., a customer service consulting firm that works with casinos around the world. He is creator of the company's Advocate Development System, and author of Advocate Index: An Operational Tool.
Customer Service Pop Quiz
Mon, Nov 03, 2008
So, you think you’re good at providing outstanding service to your casino’s guests, the kind of service that encourages them to return to your property again and again. Well, maybe you are and maybe you aren’t.
Gimme Shelter
Tue, Sep 02, 2008
Make your casino a refuge from the troubles of daily life | By martin r. baird
Service station
Mon, Jul 07, 2008
Rising gas prices require you to deliver a gaming experience worth $5-a-gallon
Stage Fright
Fri, Apr 04, 2008
Casino managers are expected to have a multitude of skills… more than I care to list here. But there is one skill that eludes many of them—the ability to give an effective presentation.
Dirigiendo el Cambio
Fri, Jan 26, 2007
El cambio no siempre resulta fácil, y no sucede mágicamente, pero todo esto lo vale
Managing Change
Fri, Jan 26, 2007
Change isn’t always easy, and doesn’t magically happen, but it’s worth it