... with a mindset of, “thanks for playing, here is something in return for your loyalty.” Those days seem long lost with the help of some technologies popping which aim to control comps related costs casinos incur.
One of the more shocking bits of news came from the Treasure Island Casino in Las Vegas. The TI has installed a new radio frequency identification (RFID) system. RFID systems have been popping up in casinos to track play and the quality of players through radio transmitters placed inside casino chips. This isn’t tracking casino player tendencies however.
The new system tracks liquor bottles. Specifically it tracks how much liquor bartenders are pouring compared to orders placed. It is quite likely bartenders will get fired for being too liberal in the drinks they pour casino patrons. I’m sure the TI is hoping this is an unnoticed technology being installed.
Your favorite casino, one that has won hundreds or thousands from you over the years, has decided you were getting too much free booze for your play. Can it get any more ridiculous? The creators of this system have even estimated $7 billion is “lost” by American liquor businesses from over pour.
Thankfully online patrons avoid such petty behavior. They can drink direct from their own bottles if they choose, but still the mentality of casinos has to be watched. If casinos decide the two percent in value they are losing from liberal bartenders needs to be cut out, what’s next?
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Aided by RFID systems land-based casinos will begin measuring player’s expected loss with the precision online casinos can calculated with the flip of a switch. Whether in land-based or online casinos, players know they are giving the house an edge, but do so for the fun gambling offers and for the customer service gambling generally provides.
If casinos treated patrons as if they were motel guests, gambling would never be a $60 billion industry in the U.S. alone. Bringing in disciples of other management theories from other industries might sound good on paper, but it has changed the tenor of the casino/patron relationship.
We already have a world dominated by RFID-driven decisions at our local WalMart stores. Many don’t mind such a mentality because WalMart rewards shoppers with consistently low prices. On the other hand, our land-based and online casinos aren’t offering bargains. In fact they are trying to raise prices through poor blackjack games and endless variations of slot machines with 90 percent paybacks. As long as these proliferate nothing prevents online casinos from doing much the same.
So the next time your favorite casino goes out of its way in taking care of you, don’t take the treatment for granted. You will never get back what you are supposed to lose, but most will gladly exchange losses for good service and value for our entertainment dollar. If your casino starts cutting you short on this equation or looking to cut corners for items like free alcohol, be sure to let them know you have choices.
Gambling should remain heavily reliant on human interaction and feature decisions made by humans. When some decide they are giving you too good a deal and force cut backs, vote with your money and patronize casinos which remain committed to making your experience good even if it cuts off a few percent off the bottom line.
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