ALL IN

The Main Event of the 2006 World Series of Poker kicks off today with the largest field of participants ever gathered for a single live poker event.   

Among the dark sunglasses, hats, and unfolding drama, you may just hear the expression, “all in." For those that are familiar with No-Limit Texas Hold’em, this is a common (and necessary) action of betting all your remaining poker chips against an opponent who has much more in hopes that your hand will come out on top.  If you lose the hand, you are out.  If you win the hand, you are one step closer to a seat at the final table.   

But this expression of “all in” has caught my imagination and has me pondering the following question: Are we “all in?”     

• At work?  
• At home?     
• In our communities?      
  
  And if the answer is short of “yes,” then why is it so? What can we do about it to change?  
   
• Maybe we don’t want to change?        
• Maybe we are okay with being not “all in?”      

But why be something less than “all in?”        

Our customers go through this same process. They come from near and far to our properties to be entertained, to socialize, to escape from life for a few hours or a few days.    

They certainly want to be “all in,” but sometimes we put up service barriers, such as:

• Unnecessary and unexplained waits  
• Confusing signage       
• Transaction-focused employees     
• Failing to meet advertised promises   
• Complicated promotions                                                    
  
  When these and other service barriers exist, it prevents the customer from being “all in.”  It prevents the fulfillment of our service mission of driving loyalty and consolidation of play.  
  
  Today, please ask yourself and ask your team:    
   
• Am I / We “all in?”  And if not, why not?        
• Are our customers “all in”?  And if not, why not?     

What are you waiting for?  A seat at the final table is empty, and it is calling your name!  

Until Next Friday,