By Cliff Williams,
Contributor
DURING the second half of last year I took a critical look at the operations of the betting offices of many bookmaking companies and included several of Caymanas Track Limited's (CTL) OTBs in the exercise with a view to getting a feel as to the quality of service being offered in these branches.
At that time I identified a number of factors that militated against the delivery of satisfactory service to the patrons. Meaning that these agencies are not nearly as friendly to customers as they ought to be. Specifically, the management of these outlets allow the impression to persist that they are doing the clients a favour by opening the betting facilities.
The overwhelming majority of branches still do not keep an up-to-date record of results and almost never pay strict attention to opening hours. I am also still hearing bitter complaints from clients that branch managers don't make a serious attempt to settle bets in a timely manner but offer all sort of excuses to delay payment.
Whilst bookmakers are making some effort to improve accommodation at many of their betting offices one does not get the impression that a sincere effort is being made in this area. With most companies offering wagering for more than eight hours on English and American racing at least four times weekly there should have been more adequate seating by now in the branches and the ambiance should also be better.
In February of this year I dealt with the discomfiture the fans that visit the race-track have had to endure. As far as the seating is concerned some attempt is being made to improve things but a lot remains to be done. Surely in this day and age the partons should not have to stand and have meals without the alternative of tables and chairs to utilise if they so desire, dining areas on the ground floor would be desirable.
Speaking of seating it leads me to make the point that nearly all of the monitors on the ground floor are badly positioned with no comfort for the growing number of patrons who follow the races by this means. It cannot be all that difficult to reposition these monitors with seats being made available. The absence of a lift to take the older patrons to the top floor is another necessity that needs to be addressed and there are many who don't attend the races anymore because of this.
As far as I am concerned in terms of user-friendliness the facilities of the entities offering wagering on horse racing are not meeting the basic standards in the majority of instances. However, in fairness some progress is being made and one sees improvement here and there but the general picture is far from rosy.
The fact of the matter is that the punters are not especially discriminating and have been prepared to do business in less than ideal conditions but that situation is changing, and in time, bookmakers and promoters will be held to a higher standard. I think they should be preparing to deliver adequately.
