A case study in loyalty

Last month, I was in Sydney to speak at the Club Managers’ Association National Meeting, which was held at the Star. For reasons of convenience, I was staying at the hotel where the convention was held. The next day, I had a couple of hours free so I went down to the casino for a flutter at Blackjack. I used to be a premium player at this casino many years ago. When I presented my old card, the staff at the Rewards Desk could not find my past data. I was told to continue playing while they made out a new card for me. This was around 9:30 in the morning, so there was not a single person waiting to be served at the Rewards Desk. Ten minutes later, I was told that a card could not be issued since my Driver’s License had expired. I pointed out to the...

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