Know Thy ‘Neigh’bor

I have a bit of good news -- nice, right? Last post, I had mentioned 8 sign ups for the 15th with the possibility of more as the week progressed. Well Sunday turned out to be a solid twenty-one participants. A big thank you goes to Barbara from Woodbury University for the group of faculty that came out with her. Everyone seemed to really enjoy themselves and Frank’s barn was a buzz of activity. While he answered training questions, Linda, his exercise rider, spoke about what it’s like riding at full gallop and about a time when women were not allowed to be a part of the sport. Linda mentioned how she knows the first licensed female exercise rider in the nation.

While at the barn we were careful to avoid a horse in detention that was borrowing a stall for the day at Frank’s barn, having come in from Hollywood for the day’s race. “He’s number three in the first, Pita-something,” was in the middle of the conversations during the tour. I didn’t mind the horse much being too busy finding horseshoes, washing them down, and then wrapping them up for participants to take home. The others did however. Good omen or something.

When the first race arrived I saw number three, all decked out in racing gear, during the first paddock tour. I didn’t pay it much attention. It’s hard enough to be an Ambassador, let alone trying to handicap races and read body language. Ingrid, a participant, and I decided to go with the number five horse because we saw trainer Dan Hendricks come into the walking ring. I explained his story and he being the trainer of Brother Derek who went to the Kentucky Derby as a favorite. Ingrid thought it was a lucky angle to play. We both put $2 down. Meanwhile the rest of the Ambassador Program, up in their private boxes, where going heavy on the three.

Ingrid and I went down to the rail. She unwrapped a horseshoe received from the barn tour and held it in one hand while clinching her $2 win wager in the other. The five was mid pack all the way until the top of the stretch. He began to pull away and suddenly Ingrid was screaming with excitement, springing on her toes, shaking both shoe and ticket. Then Trevor called out, “he’s immediately tackled by …Pita!” The five and the three began battling it out right down to the wire to where Ingrid and I were standing.

It was close… until the replay. Pita had it by a nose. Ingrid was a little disappointed until I reflected that we had at least gotten our $2 of excitement. She agreed. That was a pretty exciting race, especially to a first timer. We shook hands and she took off for work with plans to return again on her own (with friends!) on Santa Anita Derby Day.

I hadn’t realized what had happened with the rest of the Ambassador Program until I returned to the box. Everyone was excited. “This is a Hollywood ending to a perfect day,” one said. “That horse in the barn was the one that just won the race!” I glanced to the infield screen: #3 - win - $65.20. I guess I should have gotten to know Pita.

Now if every Ambassador Program could end like that…

Give the Customer What They Want

Another part about knowing your neighbor is to understand them enough to give them what they want. If a customer comes in looking for a raincoat, you don’t try to sell them swimwear. I’m beginning to notice a trend with the Ambassador Program that runs contra to what the industry wants. Most of the program participants are not into wagering (GASP!). You’re lucky if you get a $2 to win out of them. But more and more talk about wanting to own a race horse.

This Sunday alone I had five people ask about wanting to partner on a horse. They wanted my opinion on where to look. I gave them my customary tales of caution and suggested they wait a year for the NTRA Certified Stable’s pilot. They asked so I explained what a certified stable was. Everyone agreed that it sounded like a good idea and said they’d wait the year.

So I ask you, industry executives, which is a better win for our sport? Getting a few extra $2-to-show wagers each weekend or getting five people to partner in on a horse? Let’s do some math, shall we? Let’s consider these five partners go in at 2% each on $20,000 claimer, a logical point of entry for the So Cal circuit. That’s $2,000 or $400 each. Now try getting $400 in wagers out of them. Not going to happen. That’s 200 trips to the windows.

Kudos again should go to NTRA CEO Alex Waldrop. He returned another email of mine, within 8 hours, concerning certifying stables. Of all the industry executives I’ve been in communication with, he’s exceptionally prompt and understanding. He’s going to put me in touch with Mike Ziegler, the director for the NTRA Safety and Integrity Alliance. Mr. Waldrop’s prompt reply to a little fish like me should give every horse player and horse owner reason to smile. It means that someone in a position of authority is listening to the customers. Change will happen… eventually.

Perseverance!

Armenian Hospitality

Yesterday's Ambassador Program just goes to show that quality always is more important than quantity. If every group was as good as this one then I certainly could do this for quite a long time. I don't know why but the morning of I was feeling particularly excited about going to the track, which I honestly haven't felt for quite some time ("Princess Azula" (V) did win her CA-MdSpWt on Saturday, a certain help). I put on a nice suit and tie, horse tie tack, and then buttoned on my NTRA lapel button. I looked official. The drive out seemed particularly short.

Things started out great. Everyone who was not thrown off by Daylight Savings Time showed up on time (50% of the group, all college students, failed to show) and we headed back to Frank Monteleone's barn. Frank was feeling particularly talkative and he took us down through the barn and spoke about each horse by name, how it was doing, and a little back history. (I found out that "Yournamehere" was delivered by Frank himself.) After the barn tour we headed out to Clocker's Corner to get close to the track. Most everyone who was in attendance had seen episodes of Animal Planet's "Jockeys" so the sights seemed familiar. It was easier to explain things thanks in part to the context the show provided. Then it was up to the private box to catch the first race which one person hit. The rest of us chose the third place finisher who had a very bad exchange with the winner coming around the far turn. For whatever reason the stewards decided to leave the results alone even though some nearby handicappers verbally thought otherwise. (That loss set the tone for the rest of the day's wagers which will best be left unmentioned.)

Afterwards we went down to the paddock for the walking ring tour. As luck would have it trainer Doug O'Neill was sending off the seven horse. For those that don't know, Mr. O'Neill trained $5.5 million dollar earner "Lava Man", 2007 Breeder's Cup Filly Sprint winner "Maryfield", Kentucky Derby runners "Great Hunter" and "Notional", and Derby Hopeful "Cobalt Blue". And aside from "Maryfield" all those horses were just in one year! Needless to say, Mr. O'Neill is a great trainer. He's also a great guy, always with a smile on his face and so gracious to let the Ambassador Program use his barn for visitations in July at Del Mar. He shook hands and we grabbed this photo. After watching that race from the rail the two ladies surrounding Doug invited me to lunch at the Front Runner Restaurant.

As it turns out both of these gracious businesswomen are Armenian. They met one another in a professional function and J.B. told M.L. about the Ambassador Program. We ended up discussing a lot of different topics both inside and outside of horse racing. Despite our meal taking over an hour to get to us (the salad got lost) the afternoon really zipped on by. The pair then showed real Armenian hospitality by paying for my lunch. Thanks so much! I hope to see them both again, as well as the whole group, at future Ambassador Programs.

The 15th looks like a go already with 8 people currently signed up. Hopefully more punch their ticket as the week progresses.

Perseverance!

"Weeheeheehee!" (eng. "Thank You")

If there was ever any sign that you are headed in the right direction, then this would be it. Recently I received this thank you card (two actually, because they ran out of space on the first) from Woodbury University in appreciation for the Ambassador Program they had at the track on February the 8th. I was told that similar cards were given to Chantal Sutherland and Gerry Olguin, then asked to hand deliver one to trainer Frank Monteleone.

When stopping by Mr. Montelone's barn to hand him the card I heard a rather interesting horse sound. I've been around Thoroughbreds for a while and have never heard it before. It sounded like a delightful "Weeheeheehee" and came promptly when Mr. Monteleone passed in front of a particular stall. To a human it almost sounded like a child calling to their father. I had a suspicion who had made the sound and it was confirmed when "Yournamehere" poked her head out and beckoned for affection. Frank complied by giving the filly a hug. She responded by placing her chin upon his shoulder.

As a thoroughbred owner finding your trainer is one of the most difficult challenges you will undertake in the process of gaining entry to the winner's circle. Many trainers are very knowledgeable. There are books written on training and grooming, spelling it all out step by step. But finding a responsible and honest trainer is much more difficult. That can't be taught, nor can it be enforced. There are trainers out there who will stable horses that should be retired just to get the day rate out of their owners. Others will inject cobra venom into their horses’ joints so they won't feel the pain when they run.

Even after knowledge, responsibility, and integrity, there's still something more that separates the good trainers from the great trainers. What I saw in Mr. Monteleone’s barn was just that: passionate affection. An unhappy horse begrudgingly drags its hooves around in a circle. A happy horse trains well in the morning and runs better in the afternoon. I could see that in "Yournamehere" by her actions. Animals tell the truth. They see no reward in lying. No amount of coaxing can get a horse to do what she did. It just confirms that Mr. Monteleone, while a relatively unknown claiming trainer, does right by his horses and they love him for it. From the looks of the card above, the Ambassador Program does right by the thoroughbred fans and it is appreciated.

Perseverance!

Hats Off

Unfortunately the mystery hat I pumped in my previous post for "Snow Day" will have to remain in the closet for while longer. With only one 'yes' and one 'maybe' for the Ambassador Program on Sunday I decided to call the day off. While cancelling the program I also noted my first negative online review. As the participant put it, listening to me lecture about horse racing was a yawn and the day was a complete waste of their time. This negative comment did not surprise me too much. Horse racing does not appeal to everyone and eventually you are going to get someone involved who didn't enjoy the day. The best you can do with lemons is to make lemonade so I asked the individual if there was anything that could have been done to make the day better. I will let you know if there is ever any response.

The only perplexing part is why anyone would go out of their way to specifically sign up for the group just to rip on it. No answers here. I could remove the posting from the group but I think it is better to let the positives and the negatives show to everyone. Transparency is something I believe in strongly and something the sport seriously needs to improve upon. It's important that you practice what you say; so if anyone else wants to voice their opinions, whether good or bad, the comments section is always available after every blog post I make. All are welcome.

More on Criticism:

It's important that the sport let the disillusioned and unsatisfied speak their minds. There's a saying, "For every one unhappy customer you will lose ten more." The longer you do not address a customer's displeasures the more and more customers you will lose through negative word of mouth. A lot of these folks are not negative because they want to be, but because they want things better. The sport needs to hear these people out and take their words into consideration. Negative comments can be used to temper a better product.

Several years ago when I had a Thoroughbred Times subscription I remember an article that spoke about Laurel Park and how a group of bettors came together to draft a letter of their grievances. As the Times article explained it, the letter was reviewed and then ignored. No changes were made. What did the patrons ask for? If my memory serves me right they wanted on-track rebates for customers or a rewards program of some sort in addition to a cleaner, more modern clubhouse. If I am wrong, whatever they asked for seemed like reasonable requests. I'm surprised that on-track rebates have not been instituted sooner. Imagine if every dead $2 win ticket was worth a couple cents or a couple points. Rather than ending up torn up and littering all over the place, or stuck in unsightly ways to the ground during a rainy winter day, most of those tickets will be turned in for their remaining value. This in turn makes for a cleaner track and less money spent picking up afterwards. Getting rewards not otherwise available at home would also draw more people to the track resulting in increased admission and concession revenue.

At a minimum the track could have at least met with the draftees of the letter and hear them out in person. When the sport just ignores its critics it makes itself look apathetic.

Perseverance!