Downtown Las Vegas casinos are famous for their wide‑open front doors. Guests can stroll effortlessly from one property to the next, following curiosity, instinct, or the hope that luck is waiting just across the street. What’s fascinating is that every casino supports this openness. They all benefit from it.
When I first started working at the Golden Nugget, I asked whether it might be smarter to make it harder for guests to visit the competition. The response was simple and confident: Open doors are an opportunity to showcase superior service.
And they were right. The Nugget — and later its sister properties like the Mirage, Bellagio, and Wynn Las Vegas — consistently delivered the best service on Fremont Street and the Strip. When customers wandered, they came back. Not because they were lost, but because they had compared experiences and made a choice.
Retail stores , hotels, and restaurants face the same reality. Competition is everywhere, yet many overlook the most reliable differentiator they have: service. Which raises an important question: How does your service compare to your competition?
Practical Ways to Elevate Your Service Culture
· Ask smarter interview questions. Have applicants describe the best and worst service they’ve experienced in businesses like yours. If they can’t see it, they can’t deliver it.
· Set expectations at the job offer stage. Remind new hires that because they clearly recognized great service in the interview, you expect them to deliver it.
· Train with intention. Ensure your teams explain your service philosophy, why it matters, how to execute it, and how to refine it through practice.
· Catch people doing it right. Recognition reinforces the behaviors you want repeated.
Customers will always explore alternatives — whether it’s a long‑time competitor or a new entrant in the market. Their wandering isn’t disloyalty; it’s curiosity. And every moment of service is a chance to turn that curiosity into loyalty today.
John Ronald Reuel Tolkien (1892 – 1973): English writer and philologist. He was the author of the high fantasy works The Hobbit (1937) and The Lord of the Rings (1954–55).
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