How to Handle VIP Clients in a Gaming Club

How to Handle VIP Clients in a Gaming Club

VIP clients are typically 5–15% of your base but generate 30–50% of revenue. Losing one is immediately felt. Retaining VIP clients is cheaper than acquiring new ones — they’re already loyal, you just need to make them feel it.

Here’s the methodology using IZI.

Step 1 — Define Who Your VIPs Are

IZI doesn’t auto-tag clients as “VIP” — you set the criteria. Standard approach:

• By top-ups: total for 30 days in the top 10% of your base
• By frequency: monthly visits more than 2× the median
• By value: ARPU over 90 days in the top 15%

How to find in IZI: Analytics → Clients → sort by “Top-up total” or “Visit count” for the period. The top 10–15% are your VIP candidates.

Set a parametric threshold: for example, “VIP = top-ups in 30 days > your baseline × 3”. This is your reference criterion.

Step 2 — Create a VIP Segment

Create a client segment with VIP criteria (how to create a segment). This lets you:

• Monitor segment ARPU and activity over time
• Apply special conditions to the group
• Track churn within the segment

Step 3 — Assign the VIP Loyalty Tier

If you have loyalty tiers set up — manually assign the VIP tier to key clients at launch.

What the VIP tier provides:

• Higher bonus percentage on top-ups (you set the amount)
• Access to VIP zone via zone tariff
• Exclusive tariffs unavailable to regular clients

Step 4 — Personal Touch in the Club

Tools available in IZI:

Client note — in the client card you can leave a note: preferred zone, preferences, name pronunciation. Staff see this when opening a session.

Session history — shows which seat the client usually uses, which tariffs they take. Offer “their spot” before they ask.

Bonus balance — staff see the client’s balance. If it’s large and unused, a reminder about available options is a natural conversation.

Step 5 — Monitor VIP Churn

Set up monitoring: VIP segment clients who haven’t visited in 14+ days are a warning signal (for regulars who used to come 2–3 times a week).

In IZI: Analytics → Clients → filter by VIP segment + “Last visit > X days ago”.

When detected — personal outreach: IZI mobile app notification or a direct call/message from a staff member. Not a template campaign — personal attention is what keeps VIPs.

What Works with VIP Clients

Effective mechanics:

• Higher bonus percentage on top-ups — direct monetary value
• Priority booking during peak hours
• Invite-only tournaments and club events
• Birthday offer — extra bonus on top-up on their birthday or nearest weekend

What doesn’t work:

• Blanket tariff discounts for the whole VIP segment — cuts revenue without adding perceived value
• Template “Congratulations, you’re VIP!” blasts without a concrete offer

Metrics to Track

Monthly review for the VIP segment:

• Segment ARPU — growing or declining?
• Segment size — are new VIPs emerging?
• Churn — how many VIPs haven’t come in the last 30 days?

Related Guides

• How to Set Up Loyalty Tiers
• How to Add a Zone-Based Tariff
• How to Create a Client Segment
• How to Find Club ARPU

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FAQ

How do I identify VIP clients in IZI? Sort Analytics → Clients by top-up total, visit count, or 90-day ARPU. Top 10–15% are VIP candidates.

What distinguishes VIP treatment? Personal attention: staff know preferences, priority seating, exclusive offers.

How do I recover a lapsed VIP client? Filter VIP segment for last visit > 14 days, reach out personally — not with a template blast.

Do I need a separate tariff for VIP? Not necessarily. VIP zone access through loyalty tier + higher bonus percentage is usually enough.

How do I track VIP segment ARPU? Create a segment with VIP criteria — ARPU is visible in client analytics when filtering by that segment.