A nice hot fluffy omelet is on your mind. You walk up to the buffet and discover that although you want an omelet, the buffet does not have your egg substitute. Disappointment sets in as you ponder your other choices. But wait just a moment, Brenda Jones, the kind lady staffing the omelet station offers to make you an omelet with egg whites, ultimately turning a negative moment into a delightful memory.
Isle and Lady Luck properties have been making memorable moments since the corporation began measuring customer loyalty. Let’s look at another example.
It is November and you receive your New Year’s mailing from Isle of Capri Casino Hotel Bettendorf. You rush to the phone to make your reservation because you have been spending New Year’s Eve in Bettendorf for years. The customer service agent tells you that the hotel is already sold out and frustration takes over.
Gary Richardson, a Chicago resident who has been visiting Bettendorf for many years, shared this story with us recently. Sadly, Gary and his wife began spending the holiday with a competitor.
Enter casino host Liz Cox. By carefully listening to Gary and his wife describe their experience at Isle Casino Hotel Bettendorf, she is now able to provide them with the type of host/customer relationship necessary to convert this detractor to a promoter.
“The staff at Isle Casino Bettendorf is exceptional. Their attitudes are friendly and enjoyable. “
Top Image: Brenda Jones; Bottom Image: Gary Richardson (left), Liz Cox (right).