No casino property
can afford to have a gap between the promise of quality
and its actual delivery at the front line.
Providing consistently great customer service is an
unrelenting challenge. Understanding exactly what happens
to a typical customer during a typical visit to your
property is essential to meeting this challenge. Unless
you have a way to “inspect what you expect”
out of your employees, you may not only fail to exceed
your customer’s expectations, but you probably
will not even meet them.
Field Evaluation Services, commonly referred to as
“Mystery Shopping” offer you the means to
accomplish this by providing objective feedback on your
product, staff and/or facility – the data you
require to make decisions about what to change, or not
to change, in the future. This information helps you
to not only identify existing weaknesses at the front
line, but also to introduce solid solutions that allow
you to strengthen those areas.
A shopping program designed and implemented by the
Kirandt Group will
||Identify strengths and weaknesses
at the front line
||Expose training needs
||Direct your managers to areas most needing improvement
||Increase accountability for customer service
throughout the organization
||Support incentive programs
Kirandt custom designs shopping
programs that give you an insight into how your property
presents itself to your customers, while focusing on
your concerns regarding service, quality and cleanliness.
Our evaluators are trained to accurately reflect their
experience on forms custom-designed for your property.
Their factual information is tabulated and executive
summaries are drawn so that your management team can
monitor every part of your service on a regular basis.
Kirandt will provide you with data that is timely, factual
The casino industry spends an
enormous amount of marketing dollars in the acquisition
of their players. An equally large sum is dedicated
to retaining these patrons. If successful in attaining
its goal, these funds can only be considered well spent
if the company also succeeds in following through with
the satisfactory experience they promise to their guests.
The Kirandt Group can help you meet this challenge head
on by providing the information you require to be a