We get shit like that too. All about "customer satisfaction". The problem is that they keep telling us to say and do shit that the customers don't really want. When a customer asks a simple question like, "Where is the cash out machine?", he wants to hear a location. He doesn't want to hear, "Hey, Thank you for choosing our casino! My name is Clob . Have you tried the Whoopsie Poopsie Buffet, located on the third floor, where you can get a glass of wine with every meal and a twenty percent discount with every fifty dollar hand you play at our Asian poker games?"