Last week we took a quick trip to visit two properties, both in need of a bit of fluffing up.
Fluffing up? You know how your pillow can flatten out while you’re sleeping? If you have good quality pillows, a nice fluff can make them look good as new.
Fluffing up a property can mean anything from a fresh coat of paint to a top to bottom rehab. It’ll look beautiful and new in the end, but if you’re not delivering a great customer experience to go with that fluff job, perhaps all you’ve done is “put lipstick on a pig”.
Think about what you are on the inside before you think about what to put on the outside.
I guess this can apply to casinos, brands, and people.