Update on Station Casinos Changes
In my last blog entry I talked about the major revision Stations has made to its players club program. You should read that first to fully understand this discussion. They have changed the point calculation from $1 coin-in = 3 points to $1 coin-in = 1 point.
I try not to be too critical of casinos – they endlessly frustrate me but I know they are companies that need to make profits to stay in business. So I try to be patient with them. But when they make changes, especially those that negatively affect their customers, it would seem to be good business practice to publicize some details, preferably in advance. People are already wary of a business that directly empties customer wallets at a fast rate. So when casinos bring in new programs that change the rules of the “game” but don’t reveal this information, it is no wonder that customers feel like they are being tricked. Doing things that decrease the trust your customers – or potential customers – have in your company is not only bad business practice – it is a public relations disaster.
If the Stations would have asked me how to handle this new change, here is what I would have said