Brindle Media

Posts Tagged ‘jockeys’

Yesterday, I was having a problem renewing a couple of my website domains via my GoDaddy account. So, I called the customer service hotline.

The guy who was assigned my call was efficient, learned about my issue then promptly fixed my problem and explained why I had encountered the difficulty. That was standard operating procedure.

What surprised and delighted me was what happened next.

Based on my information, GoDaddy’s rep knew that I lived in Saratoga Springs, New York. So, he asked me what I thought about jockey Ramon Dominguez’s accomplishment of winning 6 races at Saratoga Race Course over the weekend.

His question started a conversation about the work I’m doing for the New York Racing Association this summer at Saratoga Race Course and about his family’s love of horse racing. He told me that he often takes his kids to Santa Anita in California but that his relatives have been to Saratoga and have recommended that he visit, too. He then told me that he and his family were planning to vacation in Saratoga Springs next summer. I told him that I thought they would really enjoy their visit, wished him well, thanked him for his help, and we ended out conversation.

For me, it was a terrific customer experience. Yes, we resolved my business problem but there was also an emotional connection and exchange of humanity. My opinion about and trust of GoDaddy was definitely improved by the experience.

In GoDaddy’s follow-up questionnaire, I suggested that they give that man a raise. I hope that they take my recommendation seriously.

Today marks the start of the 2009 Saratoga Season which is a major cultural event for those of us who live in New York State’s Capital Region equidistant between New York City, Boston and Montreal. Unlike at most race tracks in America, thoroughbred horse racing at the historic Saratoga Race Course is a family affair where moms, dads and kids outnumber the cigar-chomping Oscar Madison-type old men and picnic near the paddock

Tim Wilkin, who’s a sports columnist for Hearst’s Albany Times Union, listed some of the questions and concerns regarding this year’s Saratoga Season in today’s paper:

• Super filly Rachel Alexandra working out in the morning at the
Oklahoma Track.

• Can trainer Todd Pletcher recapture the magic?: Pletcher tries to
reclaim perch as dominant Spa trainer.

• Rain: The spring and early summer has had lousy weather. Can
Saratoga catch a break?

• Bird is the word: Could have Derby winner Mine That Bird and
Belmont winner Summer Bird in Travers. And Rachel Alexandra…?

• The house: If all three come to the Travers, how many people are
going to come watch?

• Great 2-year-olds have run at the Spa in the past. Perhaps the 2010
Derby winner is in the house.

• One for the old man: 8-year-old Commentator goes for his third
Whitney win.

• Twilight racing: Two cards this year. More people like it than don’t.

• No clear cut choice to win jockey riding title: Alan Garcia, Johnny V.,
Edgar Prado just three who could take it all.

Read more about this year’s Saratoga Season at www.timesunion.com/sports/