Most casino companies have programs to improve customer service so their guests have a more enjoyable stay are encouraged to return and spend more time (and money) at their properties.

Sometimes, casino employees see this extra training as just another way to waste time away from their jobs. But in most cases, employees can use this customer service training to both improve their professionalism and boost their income. Casino executives know that the more customers enjoy their experience at a particular casino, the more time they’ll spend there and the more likely they are to return. Conversely, a bad experience will send the customer rushing toward the exit, and they most likely will not return.

For tipped employees, customer service training is also an exercise in how to increase tips. While there may be no reference to higher tips within the program, the goal of these training sessions is to create satisfied customers. And a satisfied customer is one who will show his or her appreciation in the form of bigger and better tips. So instead of viewing these sessions as a waste of time, look at them as an opportunity to improve your income by giving you an improved perception of your casino and a better appreciation of exactly what the executives are trying to achieve.

Now, there are many different positions with many different responsibilities. Specific advice that would apply to all positions is difficult, but we’ll give it a try. Here’s 10 possible ways to improve your income by providing better service.

1.) Smile
OK. This is too simple, right? Not really. You’d be surprised how the stress of everyday life (on and off the job) can impact the way you present yourself to the customers. A consistent and sincere smile will indeed make the customer appreciate whatever service you are providing. As a dealer, it might be difficult (and unwise) to smile when a customer is losing, but a little understanding goes a long way. A smile can establish that you’re there to serve them efficiently and in a pleasant manner.

2.) Don’t rush
No matter how busy it is, no matter how much is going on, no matter how much pressure you’re under, give the customers your full attention during your time with them. There’s nothing more disconcerting than when it’s clear that you’re involved with something else and you’re planning how to get away from the customer with minimal service. Make the customers feel like their satisfaction is your only concern.

3.) Communicate
In every interaction with customers there is communication going both ways. The first impression is made at the start, so make sure that you get off on a good foot. Smile, listen attentively and respond positively. No matter what the problem is, a positive attitude can make all the difference. Listening is a skill that can be learned. If you listen well, you can give the best service and reap the highest rewards.

4.) Laugh
Bringing some humor to your job is a great idea. However, it’s much harder to say than to do. But we’re not talking about telling jokes or becoming a stand-up comedian. Some self-deprecating humor goes a long way. Find something you have in common with your guest—music, sports team, education—and find a way to joke about it. Everyone enjoys a good laugh or even a chuckle.

5.) Create loyalty
Repeat customers are gold to people who work for tips. If they know you, they request you or look for you on their next trip. So you have to create a connection between yourself and your customers. This works best, of course, for waitresses, bartenders, dealers and others who work at a station where they can be found by the customers, but it can also be valuable for valet parking attendants, limo drivers and bellhops.

6.) Don’t complain
The last thing anyone wants to hear is how bad it is at work, how terrible the other customers are or why you’re not feeling very well that day. Sympathy is the last thing that inspires tips. Remember, people are at a casino to get away from real life, to have a great time and to dream a little. Hearing a service person complain about anything deflates that balloon quicker than a sharp pin.

7.) Stand tall
One of the keys to getting higher tips is making a good first impression. Posture is one of the first things that can make you stand apart from the others. Standing up straight with your shoulders back and head held high tells your prospective customers that you’re proud of what you do and how you treat people. How you present yourself is important. This includes appearance, grooming and language. Work on it and get ahead.

8.) Exceed expectations
No matter what job you do, a customer generally has an idea about how they’ll be treated when they interact with you. Whether it’s a dealer, waiter or valet parker, they know what to expect. Here’s where you can shine. Do more than you are required to do. Add a little extra to their service. Make them feel special because you are serving them. They will appreciate the extra effort and it will be reflected in your tip.

9.) Ask for help
Everyone wants to get better tips but sometimes they can’t see the forest for the trees. If you have a steady customer who you’ve become friendly with, ask them to help you. “You watched me do my job for some time now. As you know, I depend on tips for the bulk of my salary. What can you recommend to me that would help me increase my tips?” This can also work with co-workers and supervisors. And it can truly be profitable.

10.) Personalize the experience
A casino is a big place, with thousands of guests and employees. Customers often shuttle between place to place—spa, casino, restaurant, lounge, etc. They meet dozens of employees along the way. If you make a point of telling them your name, talking to them about their lives, making a personal connection with them, they not only will appreciate your efforts but will come back time and time again to relive that experience—and reward you for it.

By Patrick Roberts

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