NY Fan Forum: Improve Customer Service
Aug 30, 2015 19:48:40 GMT -5
Post by Evelyn on Aug 30, 2015 19:48:40 GMT -5
Well I guess most don't think their experiences are "enhanced" positively!! Lynn LaRocca is a wsste of $! Tom makes a good point. The NYRA (and Kay) are ruled by race hating Andy. Get the state out of NY Racing!
NY Fan Forum: Improve Customer Service
By Teresa Genaro
BloodHorse
The New York Racing Fan Advisory Council held an open forum Aug. 30 at Saratoga Race Course, inviting customers and racing fans in the state to share comments and questions about their experiences at New York's tracks.
The Fan Advisory Council was established in 2011 by the New York State Racing and Wagering Board, and it now offers input and advice to the New York State Gaming Commission and the New York Racing Association. The forum was hosted by former NYRA race caller Tom Durkin.
Several dozen customers turned up to voice their opinions, with many saying that they became racing fans and customers because of the quality of their experiences at Saratoga. Others said that those very experiences are being compromised by higher prices and by what they described as NYRA's disregard for customer service.
Among complaints were lack of stable, consistent WiFi and reduced table space, making handicapping difficult; increasing encroachment on paddock access of hospitality and other structures, several of which require payment to enter; and the track catering to high-end customers and owners but not doing enough for the casual fan.
Other customers raised concerns about the focus on big racing days at what they see as the expense of everyday racing; about field size; and about the proposed plan to move the jockeys' room to inside the paddock, eliminating the opportunity for fans and children to interact with the riders.
Recommendations from those in attendance included on-site handicapping and wagering instruction that would help convert casual fans into bettors who support the sport.
Asked for his opinion by Fan Advisory Council chairman Patrick Connors, Durkin praised the "really smart people at the executive level" at NYRA, adding that he'd like to see a stakes race every day but recognizes the need for the organization to be profitable.
"There are a lot of people punching NYRA," Durkin said, "and NYRA is not the boss," repeating the phrase for emphasis. "The boss is the state of New York."
And the state's mandate, he said, is to make NYRA profitable so that it can be sold.
Present as observers were members of the Fan Advisory Council as well as Lynn LaRocca, who is NYRA's chief experience office and responsible for all elements of customer service.
The Fan Advisory Council will report on the meeting to the Gaming Commission.
NY Fan Forum: Improve Customer Service
By Teresa Genaro
BloodHorse
The New York Racing Fan Advisory Council held an open forum Aug. 30 at Saratoga Race Course, inviting customers and racing fans in the state to share comments and questions about their experiences at New York's tracks.
The Fan Advisory Council was established in 2011 by the New York State Racing and Wagering Board, and it now offers input and advice to the New York State Gaming Commission and the New York Racing Association. The forum was hosted by former NYRA race caller Tom Durkin.
Several dozen customers turned up to voice their opinions, with many saying that they became racing fans and customers because of the quality of their experiences at Saratoga. Others said that those very experiences are being compromised by higher prices and by what they described as NYRA's disregard for customer service.
Among complaints were lack of stable, consistent WiFi and reduced table space, making handicapping difficult; increasing encroachment on paddock access of hospitality and other structures, several of which require payment to enter; and the track catering to high-end customers and owners but not doing enough for the casual fan.
Other customers raised concerns about the focus on big racing days at what they see as the expense of everyday racing; about field size; and about the proposed plan to move the jockeys' room to inside the paddock, eliminating the opportunity for fans and children to interact with the riders.
Recommendations from those in attendance included on-site handicapping and wagering instruction that would help convert casual fans into bettors who support the sport.
Asked for his opinion by Fan Advisory Council chairman Patrick Connors, Durkin praised the "really smart people at the executive level" at NYRA, adding that he'd like to see a stakes race every day but recognizes the need for the organization to be profitable.
"There are a lot of people punching NYRA," Durkin said, "and NYRA is not the boss," repeating the phrase for emphasis. "The boss is the state of New York."
And the state's mandate, he said, is to make NYRA profitable so that it can be sold.
Present as observers were members of the Fan Advisory Council as well as Lynn LaRocca, who is NYRA's chief experience office and responsible for all elements of customer service.
The Fan Advisory Council will report on the meeting to the Gaming Commission.