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!