Nevada Casino Shows Customer Service Brings Growth
While casinos throughout Nevada suffer from the state's loss of tourism and the effects of the recession, at least one small casino is doing quite well. Club Fortune, a local casino on the outskirts of Las Vegas, is growing its business by asking patrons what they want and responding.
Many may notice the things Club Fortune doesn't have: fancy five-star restaurants, night clubs filled with D-list celebrities from Los Angeles, or, for that matter, hotel rooms. But the casinos is doing a great job of drawing a local following and repeat customers.
According to an article in the Las Vegas Sun, Club Fortune is succeeding by listening to its patrons, and addressing their needs, a novel concept indeed for Las Vegas. The casino features rewards that might have been based from an old sweepstakes inventory.
Xboxes, golf clubs, Armani watches, and hand-held computers are available to steady players. Convenience store items like liquor and cigarettes are ready for a passing customer to grab on his way home.
And live entertainment featured in the sleek lounge accompanies a poker room with high-definition televisions.
But the real secret, according to customers is the personal service. Clients say they love being recognized, knowing the names of the staff and being called by name by staff, and being asked for recommendations.
“You just need to listen to your customers and give them what they want and they will come back, again and again,” Jay Fennel, partner and chief operating officer, told the Sun.
Rediscovering the basics of business, treating customers and employees like respected and appreciated individuals, has kept this off-the-beaten-path casino doing well while others are crumbling.
