sherman,
You are on to something...
As a customer of many sports books, NONE of them ever picks up the phone to check on how I feel about their operation...
Some of us want to feel recognized or appreciated, and these dummies just can't seem to find the time because they are "in meetings?"
If a sports book wants to retain its customers at a much higher rate, then they need to be more UNIQUE and CREATIVE than their competitors...
I suspect that just a simple phone call on a birthday would have a POSITIVE effect and the cost to them might be $.50 cents, lol?
Good stuff...
Ken