Well they can’t ever change the odds — so when we go into a casino, by state law, they’ll never be able to change the odds of the game. All that Harrah’s can do is manage the feeling that we get. They leave a lot happier than if they had simply had a bad gaming experience, put their wallet back in their pocket, and gone home unhappy. And everything about going to a casino is a poor decision, an irrational decision — and if there was a way they could make walking out of there feel like a million bucks when you spent two million, I say more power to them. And I would add that almost any business could do something similar as long as they have appealing sorts of things to offer customers who’ve had bad experiences.
