The Little Things That Make the Difference

Ed Meyer here. Every day I walked into the track, I always loved chatting with the fans. "Who do you like? Did you have the Belmont winner? Who do you like today?" I only answered if they directly asked, but I'd keep it short. I wanted to get to know them. That was the part of racing that was the very best.

On radio, callers would ask about horses we liked. I'd pause them and have them tell me if they were looking at something that would run that day. Sure, I'd talk horses. But getting to know the people and what they liked was the big difference between the casino and the track. On one side of the building, you spent time you enjoyed. On the other, it was like doing pushups on nails. They were tired of hearing you talk about what they could get instead of you asking them what they wanted.

The Racing Form / Program Conversation

I'd walk around as bettors were coming in. That was the short window horse players gave up before they hit their seat and started handicapping. Once they did, I'd walk for a couple of hours, never in the same place twice.

In my top-left pocket were free program coupons. My right pocket had DRF coupons. In my back pocket were coupons good for a $100 dinner.

I'd walk near, but not right on, bettors. They always knew if they needed me for anything, all they had to do was ask. Everyone is important, but at different levels. Allowing them access is all they wanted. You have to create the relationship and grow it at every chance. I still see people who stop me and talk about the good old days.

The VIP Dinner

Every year the night before the Spiral Stakes (or Jeff Ruby Steaks, as it's known now), I'd invite the top 200 players to bring a guest and dine on our finest fare. Great meals shared with friends, special guest speakers and authors from the DRF talking horses and ponies to watch. Add in door prizes that were great to have, and everyone enjoyed the evening.

My boss used to love asking me how handle was, and it brought me pleasure to let him know we were knocking it out of the park. He was always amazed how I could fill the room with the best players. Lucky, huh? Everyone was important, but at different levels. The only trick was learning who needs four seats and who could bring a guest.

The room held 500, and I'd always cap it at 420. That gave me a few extra seats for guests who changed their mind, and let me invite the racing office. No tricks. Just treat people fairly and listen to what they wanted. That's the only magic to treating people well.

Casino vs. Racetrack

Casinos and racinos play by a different set of rules. They invite people and talk on the microphone about what's waiting for them if they played at the next level. It's much simpler than that. Just treat people fairly and listen. Don't run your speech about what they could have if they only aspired to play higher.

For me: invite them, make them honored guests, and let the fun begin. No business talk. Just treating people fairly was the business of the evening.

See you at the track. - Ed.