Consulting - Employee Relations and Customer Service  

Consultants - Employee Relations & Customer Service

Martin Baird, CEO 

Robinson & Associates, Inc.  -  Customer Service        


Martin Baird has over 20 years experience serving an extensive selection of clients worldwide within the gaming industry. We help our clients improve their guest and employee experience, strive consistently to exceed our clients’ expectations and are very proud of the innovative and exciting work we do.
Martin Baird has helped casinos improve their customer service for more than a decade. Now we are leveraging our casino guest service expertise and it all revolves around one number. Researchers have found that businesses have an “ultimate number.” This one statistic has the strongest correlation to your casino’s future of any number. We call this statistic your Advocate Index. If you don't currently know your Advocate Index, you're in the dark when it comes to the future of your casino.
Knowing your Advocate Index is the very first step in the process. Then comes improvement. We couple the Advocate Index with Best Practices to bring you our Advocate Development System. By using our world renowned training systems, consulting and technologies, we can help you improve your Advocate Index. You will have an amazing opportunity to give your guests the incredible experience they demand!


Contact -


Martin Baird, CEO


ROBINSON & ASSOCIATES, INC.  -   Casino Customer Service 

[email protected]

Guest Service Excellence


(480) 991-6420




When problems flare up, it is very common for people to focus on the symptoms, rather than the problem. We will assist you with locating what the “problem” actually is, and recommend the solution. Even if there are no problems, but you simply want to improve sales and service, we have an exclusive “14 Steps to a Sales & Service Culture plan to assist you.

With over 35 years of business management experience, Brad has walked the walk and talked the talk, and understands how to be successful in business. Brad has created seven companies from scratch and sold five of them very successfully (he still owns two). Consulting can be billed hourly or by the project.


  • TRAINING – sales, service, leadership & motivation
  • CONSULTING – service standards, service culture & mystery shopping
  • FACILITATION – strategic planning, retreats & conflict resolution
  • KEYNOTE SPEECHES – sales, service, leadership, motivation & business
  • PERSONAL COACHING – leadership coaching & individual development
  • PRE-EMPLOYMENT EVALUATIONS – sales, service, leadership & developmental



Brad equips companies with dynamic customer service and leadership essentials. Brad's research shows that it is easy to change people, but unless the leadership has undergone specialized training on how to manage a service culture, the employees will revert back to their old ways within 90 days.

Brad Worthley, President

Brad Worthley, International

12819 SE 38th Street, #375

Bellevue, Washington 98006 -

Phone: (425) 957-9696