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Casino Train the Trainer Program Has Unexpected Benefit It’s Life Changing Our feature writer Martin Baird looks at Trainer programs for our June edition, could they be “life changing?” If you are considering trainer programs or interested about what they are all about, then read on.
By Martin R. Baird
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ave you ever had a person you work with thank you because you changed their life? I mean walk right up and pour out a heart-felt thank you? If you did, how did it make you feel? If you haven’t had that experience, would you want to?
train a small group of the casino team on how to do their own guest service training for the rest of the staff. I thought that sounded like great fun, even though we knew some of the people we would work with were not fluent in English. We love a challenge.
There is a book I really like titled “Start With Why.” The author explains that people don’t want to know what you do; they want to know why you do it. If they understand why, they can connect with the product or service you offer and will want to purchase it.
The casino’s management selected one of the participants not because he was a valued employee, but because they wanted to punish him for the terrible service he provided. I guess they thought he would hate the training. It was a five-day session and by the end of the second day, that employee was the best trainer in the group. He stayed that way to the very end! He was an amazing trainer.
InfinityGaming • ISSUE JULNE2013
Our company’s “why” is very simple. We want to positively transform lives and have fun doing it! It’s not easy being away from my amazing family on business, but I do it because making a real difference in people’s lives is so enjoyable.
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When we are selected by a casino to do our Train the Trainer (TTT) program, that is when I know I’ll have the opportunity to change lives. Of all the wonderful opportunities I have through my company, TTT is one of my favorites by far because I love the outcome. I didn’t study to cure cancer or save lives, but positively changing a life is amazing to me. Several years ago, we were honored when one of the premier consulting companies in the world selected us to work with a casino in Europe. We were asked to
On the final day, tears welled in his eyes and he told the group something astonishing: “This week of training has changed my life.” His wife and children could see a difference in him and so could his co-workers, he said. That was a “moment” for me that I will never forget. To this day, when I think of it, I can’t help but smile. We did the same TTT program with a casino in the northwestern United States and worked with a fantastic group of people. I enjoyed each day with them, and it was amazing to see them grow and push each other to excel.