--- title: "Case Study: A Casino Customer Demographic" description: Learn how a national gaming company used The Donnelly Group to increase the quality of service to their most profitable guest demographic in their casinos. --- [![Donnelly-Group_Logo](https://www.donnellyeffect.com/hubfs/Donnelly-Group_Logo.png "Donnelly-Group_Logo")](https://www.donnellyeffect.com) [(410) 212-4471](tel:4102124471) - [LinkedIn](https://www.linkedin.com/company/donnelly-effect/) - [Twitter](https://twitter.com/donnellyeffect) - About - [About Us](https://www.donnellyeffect.com/about-us) - [What We Do](https://www.donnellyeffect.com/about-us-what-we-do) - [Who We Serve](https://www.donnellyeffect.com/about-us-who-we-serve) - [Our Executive Team](https://www.donnellyeffect.com/our-executive-team) - [Our Story](https://www.donnellyeffect.com/about-our-story) - Training - [Signature Service Programs](https://www.donnellyeffect.com/signature-service-programs) - [Kickstart](https://www.donnellyeffect.com/signature-service-programs-kickstart) - [Impact](https://www.donnellyeffect.com/signature-service-programs-impact) - [Ignite](https://www.donnellyeffect.com/signature-service-programs-ignite) - [Training Types](https://www.donnellyeffect.com/training-types) - [Executive Leadership](https://www.donnellyeffect.com/training-types-executive-leadership-development-workshops) - [Managers & Supervisors](https://www.donnellyeffect.com/training-types-manager-supervisor-training-workshops) - [Front-Line Employees](https://www.donnellyeffect.com/training-types-front-line-employee-development-training) - [Training Topics](https://www.donnellyeffect.com/training-topics) - [Customer Service](https://www.donnellyeffect.com/customer-service-training) - [Leadership](https://www.donnellyeffect.com/leadership-training) - [People Management](https://www.donnellyeffect.com/people-management-training) - [Service Culture](https://www.donnellyeffect.com/service-culture-training) - [Talent Selection & Hiring](https://www.donnellyeffect.com/talent-selection-hiring-training) - [Employee Onboarding](https://www.donnellyeffect.com/employee-onboarding-training) - [Training Delivery Methods](https://www.donnellyeffect.com/training-delivery-methods) - [Keynote Speaking](https://www.donnellyeffect.com/keynote-speaking) - Resources - [SPARKS! Blog](https://www.donnellyeffect.com/sparks-blog) - [Our Book: Unlock the Magic](https://www.donnellyeffect.com/unlock-the-magic) - [Book a Consultation](https://www.donnellyeffect.com/contact-us-donnelly-effect) ![Casino Case Study_Page Header](https://www.donnellyeffect.com/hs-fs/hubfs/Casino%20Case%20Study_Page%20Header.png?width=1920&name=Casino%20Case%20Study_Page%20Header.png "Casino Case Study_Page Header") ### CASE STUDY: A Casino Customer Demographic Increasing the quality of service to their most profitable guest demographic ### About The Casino ##### A national gaming companyused The Donnelly Group to increase the quality of service to their most profitable guest demographic*.* One of the top-performing commercial casinos in the United States, this gaming complex entertains 10M+ guests per year and earns over $650M in gross revenue. **Industry:**  Gaming **Location:** East Coast, United States **Employees:** 3,070 **Visitors:**  10M+ per year ### Before The Donnelly Group: Shorter Guest Stays and Lower Profits Plagued by Bad Employee/Guest Interactions Our casino client grappled with unintentional employee/guest interaction failures. For example, employees needed to be made aware of cultural norms they (unknowingly) misunderstood. As a result, many aspects of the business were on a downward trend: comment forms hinted at disappointment, guests didn’t stay as long at the gaming tables, and revenue was lower than projected. ### With The Donnelly Group: Guest Feedback Improved by 27% #### **Custom and culturally mindful experience training for front-facing employees and leadership personnel** What works for one organization doesn’t work for another. To ensure memorable guest interactions with an intent to return, organizations must start at the core. The Donnelly Group researched, designed, and implemented inspiring customer service training for all front-facing and leadership personnel. This training was specific to the casino, focusing on how to delight and serve a particular customer population. As a result, the casino noticed a larger percentage of the demographic returned to play the games. Guest comment card feedback also **improved by 27%.** But perhaps most interesting, guests began leaving bigger tips as employee morale improved with their newfound skills and confidence in serving this population. #### Are you ready to begin YOUR customer service transformation? ###### [EMAIL US](mailto:mike@donnellyeffect.com) to learn more or share the needs of your organization to see how the Donnelly Group can help. ###### [GIVE US A CALL!](tel:4102124471) ###### [(410) 212-4471](tel:4102124471) to chat, ask questions about how the Donnelly Group can help, or just to say hello! 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