Be prepared to be your best...


I’ve got a client whose competitors are much bigger and have  a lot more money: but that doesn’t stop my place from being the friendliest in that market. They focus on the simplest of strategies: smiling and acknowledging the customer. They could easily accept the fact they’re outgunned, but they don’t. They knew they couldn’t raise or control the size of that market, so they put together a plan to attract an outsized-share of the customers  with great people-to-people service. Casinos and other customer-facing retail businesses are generally confused about the dynamics of success: it’s not the size or sizzle of the business – it’s the people that work in those places that attract and hold the customers. Make sure your employees know that, own that, and live that every day. Make sure you have programs in place to track service performance and then respond and reward the best among your employees appropriately.  That will be time and money well-spent. Do it today.

Ernst Friedrich Schumacher (1911 – 1977): German statistician, economist and industrial, author, and industrial thought leader