Goal Oriented Focus

The goal of this training seminar is to teach you how to increase your income. And where is that extra cash going to come from? From the customer, in the form of tokes. Now let me ask everyone here a question. When was the last time you tipped a rude, insulting employee?

My point being, if you want a raise, then you’re going to have to work on your customer service skills and since dealers pool their tokes, that means everyone is going to have to make an effort. It’s not going to work if only 2 or 3 people attempt to try. Everyone has to give it a shot and if that means a bit of peer pressure, well then so be it.

Goal Oriented Focus

I have 15 steps that’ll help you make money, and the first step is to establish a goal, which we’ve already done. Since your base pay isn’t changing any time soon, we’ll need to focus on increasing your tokes, which means focusing on the customer and customer service.

Thankfully, you don’t have to make the player happy in order for them to tip you. Most players will give the dealer a toke if they feel that a genuine effort has been made. Just be sincere. Having an authentic interest in having a social interaction with the player is half of the battle, and since dealers are the casino’s front-line employees, we’re in a unique position of having the opportunity to establish a rapport with the players, and if the player likes you, then they’ll stay at your table longer and give you more tokes.

There was a dealer I once knew, who would set a goal for himself at the beginning of his shift every day. He would ask himself, “How much money do I want to put in my toke box today?” and then he would try to accomplish that. Think how much your tokes would go up if you tried this.

But in this quest for more tokes, keep in mind that “Hustling” can still result in a termination. Dealers must avoid any form of solicitation from the player, don’t even talk about it unless you’re answering a player’s question about tipping. I know this may seem strict, but I’ll share a secret with you. The dealers in Las Vegas found a small loophole that seemed to work well, however it’s right on the edge of the line, so be careful. When the player changes $100, give him $95 in red chips and five dollars in $1 chips. Don’t say anything; just give it to the player like you do that with every buy-in, which by the way, you should do it for every buy-in. If the player askes you what the $1’s are for then you can say, “That’s in case you want to tip your cocktail waitress or your dealer,” and then leave it at that.

The player must ask, for it to be considered “not hustling”, however, if the player takes the $1 chips and doesn’t say anything, then you can’t talk about it either. This is the closest the dealer can get to hustling without actually hustling. In Las Vegas, that is. Here in Ohio, you guys are lucky. You have Tri Lux and Tri Lux actually gives you the opportunity to solicit a toke bet without getting in trouble for hustling. Every dealer who is dealing this game, should actively be taking advantage of this favorable situation by hustling that bet, and if you don’t you’re only hurting yourself.

So our goal is to make more money by using customer service skills and a few dealing procedures, to make your players feel more comfortable on your game. That will leave the guest feeling satisfied, regardless of whether they won or loss. All that matters is that they want to return; and repeat customers means repeat tokes, which adds up to some serious cash.