DEAL!

"Welcome, everyone, to 'Deal or No Deal.'”      

[Applause]            

"Our first contestant is Joe.  Welcome to the show, Joe!"      

"It’s great to be here, Howie!"                                                    

[Applause.  The camera pans the audience and displays a close-up of Joe’s wife smiling and applauding.]               

"Joe, are you ready to play 'Deal or No Deal?'" 

"Yes, Howie!"       

[Joe is sounding and displaying a “positive and upbeat” attitude.]    

"Will you trade your Diamond Customer Box for 40 Gold Customer Boxes?"  

"Deal or No Deal?"   

"NO DEAL!"     

"Why not?"                   

"A Diamond Customer is worth, on the average, 45 Gold Customers. Also, a Diamond has a lifetime value of over $700,000.  The service strategy is based on providing differentiated service to our best customers -- Diamonds and Seven Stars. We differentiate in terms of wait times and access. We must always protect the experience of our Diamonds and Seven Stars – especially during our key result times."    

[Applause]                                                    

"Will you trade your Code of Commitment Box for this Increased Short-term Profits Box?"     

"Deal or No Deal?"       

"NO DEAL!"       

"Why not?"                                                    

"Our Code of Commitment defines how we interact with our employees, customers, and communities. It commits our actions be based on honesty and integrity.  Without our Code of Commitment, we would simply be like anyone else in the gaming business, and our legacy and desire to make a significant difference would be compromised."    

[Applause]          

"Will you trade “The Way You Have Always Been Doing Things” Box for this Continual Improvement Box?"             

"But before you answer, Joe, the Continual Improvement Box will take considerable work and effort."         

"Continual Improvement will compel you to measure processes, obtain customer feedback on an ongoing basis, work with cross-functional teams to develop innovative solutions, be an advocate for the customer (even when it is unpopular) and develop and maintain a service culture that is aligned at exceeding customer expectations at the moment of truth?"   

"Are you ready, Joe?"     

"Yes..."   

"Deal or No Deal?"        

[The audience is silent.  There is great tension in the air.  Joe wipes his forehead.]         

"DEAL.  DEAL. DEAL!!!"     

[Much Applause]              

[Joe’s wife and two daughters rush the stage jumping up and down giving big hugs to Joe. Everyone congratulates Joe for making a great deal.]                                                    

Until Next Friday,