STREETWISE BLACKJACK

Streetwise Blackjack

Getting the Worst of It

By Peter Ruchman

      A friend related these two stories. Each one is indicative of the worst type of thinking by a casino industry gown, fat and complacent in certain locations. And this at a time when the powers that be need to deal with greater competition nationally for the consumer's discretionary dollars, i.e. no one has to play in your joint folks. They can walk across the street or go to a movie or surf the ‘net or hang with the family and friends.

     We begin our saga when this player we'll call Lou was out for a stroll on the Strip a couple of weeks ago and stopped in at one of the newer palazzos in town, very ritzy, featuring fancy shops, exclusive restaurants, and water displays shimmering to Italian opera. Oh yes, there is gambling -- lots of it with the blackjack tables scattered throughout the casino areas rather than centralized in one pit area. This ornate chateau provides a mix of the usual 8-deck shoe games prevalent in most contemporary casinos, but you won't find any $1, $3, or $5 games here. Table minimums begin at $10 and shoot up to $100 on the main floor. Naturally, the $10 tables are usually crowded with the $25 variety getting good play as well. But you would expect that to happen at a ritzy carpet joint such as this.

      Lou related that after wandering the aisles, he finally found his desired table. It was located off to the side, tucked behind a quiet aisle out of sight of most of the other bj tables. There were three or four double-deck pitch games and two were quarter tables. He sat down at one and bought in for several hundred dollars. There was one other player. The dealer was restrained, but she managed to smile now and then. The floor supervisor hovered nearby, alert, undoubtedly aware that her pit attracted folks like my friend, no novice when it came to the arts of card counting.

     The casinos don't have to offer single and double-deck games -- most don't or if they have them at all, they are usually off the beaten path, as was the case here. After Lou won a few hands, the other player who had been there awhile "colored up" and took his chips and left. Then Lou began to take control, things going his way, the running count hovering around a plus 2 or better, and he was up a nice bit at the shuffle. He told me he tried to joke a bit with the dealer, when the supervisor came over and in a sneering lecture scolded Lou with "We're here to take your money!"

      That is the worst case of casino management comportment I'd heard of in awhile. This just in -- the casinos want to win your money. Fine -- It's okay to think it, discuss it in meetings, strategize and market for that goal as casino personnel. But don't you dare say that to a customer! The customers come in voluntarily, and can spend their hard-earned cash on other pursuits.

      Special note to casinos: treat your customers with courtesy. I will never forget a remark to me made by an old-time casino manager. He said, "This is one of the few businesses which asks a customer to spend his/her time and money with the probability he/she will receive almost nothing or very little in return. It's our business to make sure they are happy while they are here."

     Also: If you guys who run these places are losing money at a particular table or game, change it! Don't take it out on your customers! After all, they come in hoping to win!

      Lou told me that he simply brushed off the remark, smiled politely and proceeded to kill the casino. When he was finished, he held up several large denomination chips and asked the floor if she had succeeded. She glowered as he departed.

      The second incident was at a neighborhood casino, illustrating that bad behavior is rampant throughout the Las Vegas valley -- it isn't exclusive to new properties dripping with pretension that end in the letters "o" or "n." Lou described that he was looking for a little action, but wasn't up to any high-stakes shenanigans that night, merely a little recreational blackjack. He bought in for $100 at a single-deck $5 pitch game and was no sooner settled in his seat when he was accosted by a floor supervisor. This man asked if Lou wanted a rating card. He demurred. The supervisor asked again, with Lou cordially refusing once again. After being asked a third time, Lou just said, "I really don't want a card. I came to play a little blackjack and I hope that's okay." The floor told him he was going to miss out on the fabulous tee-shirts, coffee mugs and buffet dinners, but Lou held his ground. He played for a bit with the supervisor pestering him on a continual basis for his name and address. His original intentions dashed, Lou picked up his chips, walked across the aisle to a quarter double-deck game, resolving to play hard and fast.

      Once again, he suffered through the same routine, this time with a large supervisor who would not leave him alone. He explained more than once that he didn't wear tee-shirts, already owned more than enough coffee mugs and didn't mind paying his own freight. She wouldn't leave his side. The floor was calling out every move he made: "Checks Play!" "Doubling on soft 18!" and "Splitting 3s." He got a fine stack of black chips going before he asked to color up. She was not pleased. This supervisor told him that the casino had $100 chips and nothing larger. She never left his side the entire time Lou played, until he cashed out after about a hour. Before departing, he stopped into the restroom and was followed by a security guard, who followed him out, trailing him to the door. Not exactly a Mr. Rogers-style welcome.

      Note to casinos, part two: what is the point of harassing a player to get his/her name and address if you succeed in doing little more than alienating him/her? You ultimately have to respect the player's right to privacy, despite all the time, energy, and attention devoted to having your floor personnel get the customer's information. It doesn't matter what the player's reasons may be. If he or she does not want to volunteer his/her name, give it up. And, if you don't want a certain person to play, come out and say so. Back him/her off in a way that allows breathing room for all concerned. What is the point of trying to harass someone out the door? What have you gained? What have you lost?

      Realizing that the mutual object of both the casino and players is to win the money, there are limits on both sides. As a player, you can't be too greedy if you want to be invited back. For the casino's part, it's your sandbox -- you make the rules. But if you want people to feel welcome, you have to treat them with respect and not be too greedy either. After all, none but the most degenerate NEED to gamble. Lou's treatment at two very different types of casinos demonstrate that there is rude behavior everywhere. Lord knows, the casinos see enough of it an hourly basis with drunk, unhappy losers acting out reminding us that we have not advanced that far as a civilization as yet. Lou also told me he didn't care if he ever went back to either place.

      Wonder of wonders, there are operations in Las Vegas and all point of the compass where the relationship between casino and player is not antagonistic nor aggressively negative. There are casinos where the customer isn't treated with contempt and disdain. I would seek out these places and leave the others behind.

      Special note to casinos, part three: Those of you who encourage a positive customer relationship, keep it up! You will shine by comparison. The extra effort is worth it.

      As a player, if you don't feel welcomed and aren't comfortable -- leave! You are much more than just another player's club card and if they don't get it, don't give it up. On the other hand, if you have good experiences, pass them on. You don't need to take the worst of it.