I am your customer.
I gamble all over the world. I play in the high-limit baccarat rooms in Macau, Singapore, and Manila. I make bets at every major casino-resort in the world that offers gambling. I also play the pokies at the pubs and clubs in Australia, bet at the corner betting shops in the UK, and hit the slot spin buttons in penny machines in small tribal casinos in the United States.
I am your customer. I play keno machines and bet on horse and dog races. I make wagers on sporting events and now, with prediction markets, I can bet on just about anything. I play slots and table games, pachinko, online and in live casinos. I play every continent that has legal gambling and truth be told, sometimes where the gambling is, well, not so legal.
I am your customer. I know that governments put many restrictions on your gambling business, but I wonder why that always seems to come down on me. I often have to run the security gauntlet just to get into your betting establishment. When I win some money, the paperwork and procedures just to get paid can sure turn a good time into a bad time. Sometimes I’m told I have to stop playing or can’t lose any more money. Occasionally, you even build gambling establishments right near where I live, but then tell me I can’t gamble there. And then there are times you tell me you’re not allowed to have some of my favorite table games, or I have to play slots that are really horse racing machines, or that making a bet on my favorite sports team isn’t allowed at your place.
I am your customer. I’m what you call a VIP, because I’m willing to spend more money on gambling than most. Sometimes you shower me with marketing offers and incentives to return, but other times you tell me that you can do nothing for me because of what game I play, or what a skillful player I am, or what a generous company you already are, or what government regulators say you can and can’t do. I like some appreciation for my business, but some consistency and common-sense policies would sure be nice. And how about asking me, from time to time, what I might want as a spending and loyalty benefit?
I am your customer. I know your gambling company might not have all the bells and whistles of a major casino-resort — you know, the hotels, shops, spas, showrooms, restaurants, and everything else. But couldn’t you maybe find a few more amenities or activities that would give me better reasons to come spend money with you? What about a place to get a late-night snack? Or a sports bar at a place where I could actually make a sports bet? Or some online options beyond just betting on who will win the game?
I am your customer. I read the news from a variety of sources. I occasionally hear about sports betting scandals, casino bankruptcies, customers protesting jackpots they say were not paid, casino scams that were perpetrated with the help of employees, robberies and shootings in or near gambling establishments, and betting taxes being raised (and I know that will affect me!). While I do know these things happen, it would be great to read more good news about gambling businesses and how you’re doing things to make the experience better and safer for your customers and employees. It might build a little more trust all around.
I am your customer. I interact with many of your employees. Some are truly great and make me feel taken care of and appreciated. But others? I think they have some form of hafta disease. You know, “You hafta see the boss over there” or “You hafta take this voucher over to the cashier” or “You hafta make a side bet along with your blackjack bet.” You know what? I might just hafta go home and play online in my pajamas.
I am your customer. I wonder why you so seldom ask me what I like or would like to see at your betting establishment. I wonder why so much of your business is about following the rules and so little is about trying hard to delight your gambling customers. I wonder why I almost never get asked, “Is there anything else I can do for you?” Is it because there might be something else you might hafta do for me?
I am your customer. I sometimes overhear your bosses talk about customers who are greedy. Who want everything. Who are trying to take advantage. Who drink and cuss and smoke and are unpleasant or rude. It would be great to hear more of how nice it is to have customers who love to gamble and spend their hard-earned paychecks with you.
Yes, I am your customer. And I can be your customer for a very long time. Just give me a decent gamble, be nice to me most of the time, help me have a good time (especially when I’m not), and show me a little appreciation.
That doesn’t seem like it would be so hard to do for a customer like me.
