Treat your best customers like casino “whales”

Everyone who has ever seen movie about a Las Vegas casino (my favourites are Oceans 11 and Oceans 13) will have noticed the very special way that they treat the high roller gamblers, who are known in the industry as “whales”.

Typically, they are able to take advantage of a personal concierge service which is available 24 hours a day to make their gambling experience as pleasurable as possible.

There’s a sound business idea at work here – the fewer problems a “whale” has, the more they can gamble – but the offering of very personal service is an idea that smaller businesses can use to compete with the big boys.

If you are a start-up with handful of big customers, why not assign them a “personal concierge” within your company – someone they can call at any time to get their problems attended to?

It’s a good way of spreading the account management workload among your team, but it’s an even better way of emphasising that you put the customer first at all times.

And just like at the casinos, the business idea is sound – the less problems that your customers have, the more likely they are to deal with you.

Get it done – today!