House of Brands
- Customer Testimonials
At Isle of Capri Casinos, our goal is to become the recognized leader in courtesy in each of our jurisdictions, and a key tool is a proprietary company-wide courtesy program designed to foster a customer-service based culture.Our innovative See. Say. Smile.SM program is measurable, easy to communicate and provides the ability to bonus front line employees based on their interactions with our customers. Employees who have regular customer contact are monitored and scored on their delivery of courteous service and recognized and rewarded for improved performance. Delivering courteous service requires that three basic behaviors be performed during each customer interaction – making eye contact with the guest, extending a friendly greeting, and smiling as they wish the customer well. Results are tracked by department, by property, and measured against our competitors in each market.See. Say. Smile. was introduced at all of our properties in May 2008 with a baseline score across the company of 59.5%. Since then, the company-wide score has soared to 92.1%.And in that same time we have paid employee bonuses totaling $11,081,376!We have found that by simplifying our employee training programs to focus squarely on those attributes that customers find most important, we are able to measurably improve the guest experience. By combining objective measurement criteria, departmental recognition, and incentive rewards, the program provides incentives for a self-motivated workforce.More important than our internal scores, however, is the fact that our guests have noticed changes at our properties. In fact, we have experienced a 45% increase in positive email responses from our guests since See. Say. Smile.SM was introduced.Every one of your employees were kind and considerate and willing to help. Our room was perfect and the food was terrific. – S.J.I just wanted to compliment your casino services at the Bettendorf Isle. I have been to many casinos, and have not met such friendly staff. – S.W.
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See. Say. Smile.
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