Life Mottos Worth Embracing
Go For It! "If it's not broken, don't fix it, but if it can be improved, don't hesitate." "Be the best version of yourself." "When things get tough, keep pushing forward." "Taking the first step is the hardest, but it's necessary." These phrases along with many others constitute the catchphrases, slogans, or life lessons that we've come across in our lives. They're often thought-provoking, guiding us through various situations. Let's call them the "Nuggets of Wisdom."
Nuggets of Wisdom, while subjective, can be deep, light-hearted, controversial, or even contradictory. They may motivate or demotivate, enlighten, or confuse. Some even resemble commandments, like the Ten Commandments, although arguably a bit less severe.
In my career within the offline gambling industry, I've accumulated numerous Nuggets of Wisdom, some I can't trace their origins, while others came from colleagues, friends, bosses, or mentors who left an impact. Here are some of my favorite Nuggets that have guided my journey in the casino business:
"Don't Let the A-holes Ruin Your Day" - This gem came from one of my early supervisors in marketing who tried to console me during turbulent times with bosses who only focused on costs. While some criticism was valid, they often looked past the benefits, like untracked casino revenue and new customers gained. This phrase keeps me going through challenging situations.
"Cleanliness, Courtesy, Honesty" - This powerful mission statement is from Barona Resort and Casino in Lakeside, California. Although many casinos now include "Cleanliness" and "Courtesy" in their mission statements, "Honesty" stands out and gives it a competitive advantage. Reflect on what "Honesty" can bring to your casino property or any other business.
"The Difference between a Casino Executive and a Great Casino Executive is about 10,000 Customer Interactions." - I often add this to books I autograph, emphasizing the importance of direct customer engagement. It highlights my frustration with execs who spend most of their time in meetings instead of on the casino floor where the real action happens.
"We'll Build a One-on-One Relationship with Everyone Who Walks in Our Door." - I first heard this from Steve Browne during his ownership of Cactus Jack's Casino in the 90s. It introduced the idea of "customer worship," pioneering initiatives like Customer Advisory Boards, Customer of the Month, and more that prioritized customers over profit. Needless to say, profit often followed.
"Don't Sweat the Money. Treat Players' Winnings Like a Loan. If You're Nice to Them, They'll Pay You Back with Interest." - This mindset may be human nature or pressure from management, but it's fascinating to see how some casinos still view wins as a threat instead of an opportunity. Encouraging a positive gaming experience is crucial for player retention and organic marketing.
"You Can't Put a Toaster in a Slot Machine." - While I see merit in using gifts and merchandise in promotions, this phrase refers to casinos relying too heavily on merchandise, especially when the items are of poor quality. Customers usually prefer cash or free play as promotional prizes. Avoid offering schlocky merchandise and simply give them what they want.
"It's the Gambling, Stupid!" - Michael Meczka, a renowned casino market researcher, would often share this during presentations, urging casino executives to focus on the player's gambling experience. He'd remind them that gambling is the primary motivator for player behavior, and anything that negatively impacts the gambling experience is a waste of time and resources.
"Find Out What Your Customers Want, Then Give It to Them." - This is my favorite catchphrase when starting my casino consulting business. It applies to every industry, encouraging businesses to put the customer first and prioritize their needs and satisfaction.
I encourage you to find your own Nuggets of Wisdom to guide you throughout your life and career. However, remember to not just collect them, but actually live by them, "Just Do It."
"Embrace the casino-culture, but prioritize responsible-gambling practices, ensuring a positive gaming experience for all players."
"In the realm of casino-games and gambling-trends, always strive for innovation while maintaining the core values of cleanliness, courtesy, and honesty."
"Cultivate a strong relationship with your casino-personalities and clients, as their satisfaction is key to your long-term success in the casino business."
