Atlantic City Hotel and Lodging Association: "Customer Service More Important Than Ever In This Economy" (United States)
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Atlantic City Hotel and Lodging Association: "Customer Service More Important Than Ever In This Economy" (United States)
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Category: North America & West Indies / Carribean islands - United States - Industry economy
- Trends / Expert's advice
This is a press release selected by our editorial committee and published online for free on 2009-01-15
"As consumers everywhere put the brakes on spending, customer service becomes more important than ever," said Michael Anderson, President of the Atlantic City Hotel and Lodging Association (ACHLA) and Vice President of Hotel Operations, Bally's Atlantic City. Anderson addressed his peers at a meeting of the ACHLA with a thoughtful reminder of how casino/hotel employees can counter negative effects of the economy.
"The customer has never been more important," noted Anderson. "Yes, there are fewer, and most are spending a little less, but each customer coming through our doors has chosen to come. For that, we need to reward them with great customer service. A big smile and heartfelt welcome from every employee will mean a lot to maintain our core business. Service provided in a caring and helpful fashion does not cost extra, but it's been proven happy customers are loyal, even in hard times.
Anderson challenged the group to "choose their attitude." They could be negative or positive.
"We have all witnessed how various people respond to challenging times," he said. "Those who are positive fare better than those who aren't. Yes, we need to tighten our belts and adjust to lower revenues. And yes, we will have to make some difficult decisions to ensure continued financial effectiveness in the short term. But in time the economy will improve and consumer confidence will be restored. Atlantic City has a very bright future and there is no question we will rebound stronger than ever."
Anderson asked his peers to become role models for their staffs. "Get out of your office and walk around your place. Talk to customers and employees. Every interaction is an opportunity to 'make someone's day.' That habit will bring huge dividends now and in the future."
"Pleasing customers is good business anytime," concluded Anderson. "Let's all dedicate our efforts to exceed expectations keeping Atlantic City visitors coming back for more."
Founded in 1898, the ACHLA began as the Atlantic City Hotelman's Association. Today, members of the ACHLA continue to work together to solve problems, create opportunities and improve the hospitality and tourism business throughout the greater Atlantic City region.
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