Interesting that a pamphlet – Guest Service Tool – distributed to employees of the New York Racing Association is written in both English and Spanish.
Cultural diversity and political correctness aside, why would NYRA hire non-English speaking people for jobs that require verbal interaction with a predominantly, often angry English speaking audience?
The customer experience is very different at the three tracks operated by NYRA. While the possibility exists that a patron might be dealt with pleasantly at Saratoga, where there is extra seasonal help, the downstate tracks are more or less horseplayer Baghdad, a surly and defiant culture that no amount of do and don’t pamphlets will change,
Examples:
Patron: The @&&%&+** machine ate my voucher.
Saratoga: “Dude … that sucks.”
Belmont: “So, what do you want from me?”
Aqueduct: “Beso mi culo, eso no es mi trabajo.”
Thursday, August 7, 2008
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6 comments:
So so true. The betting clerks at Saratoga are the nicest on earth. For some real nasty ones, visit Monmouth Park in New Jersey, where they will bite your head off if you look at them the wrong way. I swear, I think they're an Al Queda splinter cell or something. --Kathy
I've found that being courteous to the tellers helps a lot. Even at Aqueduct.
Why is it impossible that they would have a Spanish translation for the patrons that actually, you know, speak Spanish? It's not like they're handing them out in Sanskrit.
This is not for patrons, it's for employees
That was my point---if there are enough patrons that speak Spanish, wouldn't it be smart for NYRA to actually hire Spanish-speaking people? If they have, then the pamphlets make sense.
There are many bilingual employees at NYRA. They read English.
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