Friday, August 10, 2012

The Customer Has Choices

Ever go to a store and been given bad service or something else went wrong to the point you wrote a letter of complaint?  If so, you probably got a response, even if not the answer you wanted to hear.  After all, Customer Service 101 tells you if a customer takes the time to write to you about a complaint, the customer is always right.  Well, 'the customer is always right' is perhaps a little too extreme, but you better be sure to write back to them and acknowledge their concerns.  After all, studies show even if you give an answer to the customer which they may not like, if you at least show empathy and respond, there is a good chance you are going to retain the customer.

Pacingguy in a blog posting today writes about an incident where he wrote a letter to the judges at The Meadows inquiring about late odds changes in a race and his request to find out if something went wrong or if it was a normal occurrence using the 'Ask the Judge' link from The Meadows website  two weeks ago.  Having received no response, he decided to take his business elsewhere.  As he pointed out, there are plenty of racetracks who would be happy to have his business.

We are not here to say whether Pacingguy's concern about the particular race he is talking about is valid or not; that's not the point of this posting.  The take away here is Pacingguy is right.  As a horse player, you have choices when it comes to gambling.  Whether you feel takeouts are too high, judges or the track not responding to your complaint, or any other reason, you have the right to take your business elsewhere the same way a customer of a retail business does thanks to simulcasting and ADWs.  Racetracks (and racing commissions) would be well served to remember this.  In the case of the PHRC and The Meadows, maybe a remedial course on customer service is in order.

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