As veteran consultants, we have worked with practically every type of sales force, so we are rarely surprised by the clients we encounter. However, we have to admit we suspected someone was joking when we heard that a Las Vegas casino wanted us to help them with a sales force that services high-stakes gamblers. Were we being set up by a devious reality TV show producer? After finally admitting that this was not a joke (and after a fair amount of negotiation over who would get to be on the team), we packed our lucky bags and set off to one of the most surreal locations in America.
Shining Stars in the Desert
The problem facing our client was a familiar one: They wanted to improve their sales force’s performance. In this case, however, the sales force sold a unique product – entertainment. The salespeople were effectively dedicated customer service representatives to gamblers who frequented Las Vegas, and the ‘sale’ was to entice the individuals to visit their hotel and casino rather than the competition’s. Once on the property, the salespeople ensured the guests enjoyed themselves as they spent and lost tens of thousands of dollars. As sales objectives go, … Read the rest