00:00What's the most overrated casino marketing tactic?
00:03I mean, the first thing that comes to mind is like five times multipliers,
00:06but I think in a local's market, people love that.
00:09So I'm more focused on acquisitions.
00:11Maybe that's why.
00:12Loyal player or big spender?
00:14Loyal player.
00:15What's the most underrated way to acquire a new player?
00:18Sending a comp offer through your comp.
00:21Nice plug.
00:22AI hosts, are they brilliant or terrifying?
00:24Terrifying.
00:25Your biggest competitor steals your best employee or your best idea?
00:29Employee.
00:30You're saying it is worse, right?
00:32Yeah.
00:33Yeah.
00:33I'd rather, anybody can have an idea, but you want good people.
00:37One thing casino hosts deserve more credit for?
00:39Yeah.
00:39Personal relationships.
00:41Angry VIP or clueless CEO?
00:44What would I rather deal with?
00:45Yeah.
00:46Angry VIP.
00:46Okay.
00:47I'm the clueless CEO.
00:48Okay.
00:49Would you rather trust AI with your money or your customers?
00:53And you have to pick one.
00:54Money.
00:54Is that just because you want to take care of your customers yourself?
00:57If you burn customers, they won't come back.
01:00If you blow a little bit of money, you can earn more money with customers.
01:04Fair.
01:05What's one thing smaller casinos do better than big ones?
01:09Personal service.
01:11Like the staff that's been there a long time, they know every customer by name when they
01:14walk in.
01:15That makes a huge difference.
01:16And lastly, what's one piece of advice you'd give for anyone who wants to be more competitive
01:21in the next few years?
01:22Faster response time is an overlooked one that makes a big difference with high-end players.
01:28With us, ACTS is our core values.
01:33We instill it.
01:34Everybody on the team has to memorize it.
01:35It stands for access, convenience, transparency, and then speed and special service.
01:40And the example I like to give is like, if my wife texts me and I don't respond for seven
01:47hours, like clearly that's signaling like there's seven hours of more important things
01:52before I get back to you.
01:53And so players feel that way too.
01:55If they text a host and you don't respond for hours and hours and hours, they're going
01:59to be like, oh, I thought my host liked me.
02:01I thought I was a special customer, but they took forever.
02:04I'm going to go somewhere where I'm appreciated.
02:06So that's something that a lot of executives and things, they don't press on it enough because
02:13it's tough to get visibility into it and measure it.
02:16But I think that is a huge leaking point for loyalty.
02:20And so I'd say like drill in on fast response times.
02:24I like that.
02:25Some of the most successful people I know answer emails so fast.
02:29And I'm like, oh, I think you're onto something here.
02:32I think I need to get a little bit better about that.
02:34Well, Craig, how can people find you?
02:37Yeah, I'm on LinkedIn, Craig Shacklett, Craig at URcomp.com.
02:40Yeah, I would love to talk casino marketing or if you're a property that's got a nice
02:44hotel and is looking for people that are outside the market, then definitely hit me up.
02:49We're always looking for good, beautiful properties to promote.
02:52We'll see you tomorrow.
