The Relationship Talk

Posted on: April 25, 2011

It is important to have an open relationship with your customers about the status of their player loyalty accounts. Customers are very savvy about how they are being tracked and rewarded for their loyalty, and the more open and honest you can be with them, the better it will be in the long run. I read an article pointing out four ways to have the “relationship talk” with your customers.

1. Get to the point: Players need to know how many points or rewards they have available for redemption. Sometimes it is hard to communicate this information to them. One good suggestion is to include point balances in monthly mailers, however, it is also important to note that point balances are moving targets and are subject to use.

2. Branding points: If you live in a market with multiple gaming facilities, such as Reno, it is very likely that your customers are gambling at other locations in addition to yours. If you can point out to your customers how you are better or different than your competitors in terms of benefits from player loyalty programs. Let your customers know how they can use their points. Do you offer comp multiplier days? Let them know! Is there a new way to redeem points? Let them know! They will appreciate it in the long run, and if you are providing more info than your competitors, your customers might think you are offering more or better benefits.

3. Tier anxiety made clear: Sometimes, a player must be upgraded or downgraded based on fluctuations in casino play. It is important to communicate these changes to your guests. In the case of a downgrade, be gentle. Nobody wants to be downgraded, but if a player is in danger of a downgrade, let them know what they need to do to retain their status.

4. Remembering anniversaries: Honoring longevity is a great way to let your players know you care and appreciate their business. Within your database, you should take note of which players are “new” and which players are your seasoned veterans. Offers and information should be directed differently depending on what level of player you are dealing with.

Keeping an open relationship with your customers will keep them coming back for more. What are some other ways you can keep the relationship talk open with customers?


6 Responses to "The Relationship Talk"

I love it, another great post! That picture is HILARIOUS 🙂

Thanks as always for stopping by Amber!

Excellent post. It’s these basics we so often forget in an effort to make our clubs better than the next guy…when all he’s looking for is simple honesty.

Thanks for stopping by Julia! It is amazing how the most simple (and FREE) things can help your business.

Great Stuff!!

Thanks for commenting Stan!

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This blog is devoted to the gaming industry news and information - keeping you up to date on the happenings in the gaming world. My personal expertise lies in event planning and entertainment in casinos.

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