Quote of the Day

“Candidly, there’s no better example of how not to please a customer than how MGM and Caesars handle their slot departments. It’s not that we’ve gone through a change; it’s that the rest of the world has changed and we have not … Late fees on a video cassette are like resort fees and parking fees are now in hotels—something you do for revenue, but is not necessarily pleasing to the customers… If you forget the customer, you’re doomed … It makes spreadsheet sense, but it doesn’t make emotional sense. And gambling is an emotional business. If we forget that, we’ll be just like Blockbuster.” — John Acres, on the future of the slot floor.