Ability to Read the Customers

Your job will be much easier if you have the ability to read the customer, which is why this is step number 8. If you don’t have this ability naturally, there are several video tutorials on youtube that you can watch, that is if you can stop watching those funny cat videos instead.

Reading the customer means that you’ll need to look and listen for subtle clues about their current mood, patience level, personality and wants. Then you’ll need to use this information to determine how you should interact with them; so that way when they leave this place, they do so with a positive impression of it. It’s essential that we provide a personalized experience to our guests and the ability to read people will help us do that.

If you want to be really good at this, then it’s good to know the basic principles of behavioral psychology. It’s also helpful if you can respect the player’s wishes. If you read the customer and you can tell that they just want the dealer to be silent, then don’t go talking a mile a minute, telling the player about your entire life story. Respect the player’s wishes and deal to him in silence. Every person is different and some players enjoy you sharing your experiences while other players don’t even want to know how your day was, let alone hear you talking. That’s why reading the customer is so important.

You can see a lot just by looking. Notice what is actually going on around you and be curious. By “Always Raising Our Level of Awareness”, we’ll be able to see things we didn’t before and this will make it easier for us to read the player. You won’t know the player is grumpy if you don’t look up and see that frown on his face. Really notice the things around you. Be alert and awake. Even listening helps raise our level of awareness. If you have the ability to read people, then this cuts down on a lot of communication mistakes that end up costing time, money and sometimes even the guest.