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Nottingham Racecourse Owners’ Experience Going for Gold

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Nottingham Racecourse Owners’ Experience Going for Gold Nottingham Racecourse Owners’ Experience Going for Gold @RCAShowcase Objectives • To retain the ROA Gold Standard, won in 2014 and retained under new criteria in 2015. 2016 decision expected mid-October • To improve and attain standards which exceed customers expectations • To enhance Owners’ perception of Nottingham and to encourage attendance • To provide a warm welcome on arrival ensuring Owners & Trainers are made to feel like ‘VIP’s’ from the start of their customer journey • To continually upgrade Owners and Trainers facilities providing comfort and high quality complimentary catering (£100K investment in 2014) • To develop our reputation as a friendly, welcoming Racecourse with an approachable team • To gain feedback from both our Owners & ROA to aid continued improvements so as to surpass expectations for a small track • To provide an experience which fulfils our aim of ensuring field size remains ahead of the industry average • To provide winning connections with individual prizes that celebrate and support local businesses 2 Delivery • Extensive review of our Owners customer journey was conducted, key findings highlighted the need for pre-racing communications, dedicated welcome team that facilitate badge requests and provide guidance for Owners first visits • Bespoke letter sent to all owners at 5 day entries, providing information around the day, sponsors, travel updates and contact details for General Manager and Clerk of the Course. 6 complimentary admission tickets are also included that can be used whether or not their horse declares, this is on top of standard Owners badge allocation • Dedicated Owners Team created; Michael Smith and Rick Scothon (O&T Desk), Lisa Kirkham (Owners Liaison/Winning Connections) and Rosie Malham (Owners & Trainers Suite). Same team each raceday to ensure consistent service delivery and recognition • NEW – £12K invested installing 2 air-conditioning units within Owners suite • NEW- Personalised Owners’ badges for those with runners in our Listed races & Colwick Cup • NEW - Race replay on request service offered on request in Directors suite • Upon agreement with General Manager syndicates are not charged for any additional admission badges and when space allows are afforded full Owners experience • Trialling (Autumn season) use of complimentary room with trackside viewing, free tea/coffee and cash bar for any large syndicates planning on attending • Entertaining Owners is fundamental to ensure Nottingham's continued growth. At declaration stage the General Manager and Chairman contact a list of Owners and Trainers to invite them to dine in the Directors Suite • Improved complimentary catering offer including choice of 3 hot dishes, sandwiches, cakes and tea & coffee • Building on our relationships with local businesses we increased our standard memento offering to include a personalised Nottingham photo frame including a picture of the winner, ‘TV in a Card’ race replay, Nottingham Cheese Hamper and 3 bottle of locally brewed ale Results • An enhanced customer experience from arrival to departure demonstrated by the vast amount of positive feedback from both Owners and Trainers • Complaint received from Mrs Wilkinson & James Given as their car was blocked in on a raceday within Owners & Trainers car park. Responded to complaint and ensured that upon their next visit car park team fully briefed on issue, space reserved near entrance and they were welcomed upon arrival • An increase in the number of Owners and Trainers attending racedays, on track to issue a record number of Owners badges 5,126 YTD • Increased support from leading yards from all corners of the country • Average field size remains on par with the industry average at 9 (YTD), as we enter into the core Autumn season • Over 3,400 meals and 8,000 hot drinks will be served in the facility by the end of the season • An upgraded, friendly and welcoming Owners and Trainers facility rivalling that of larger courses across the Country • The Racecourse is proud to have built relationships with all levels of Owners through our ‘personal and friendly’ approach • Continued engagement from existing Owners and Trainers complimented by the enticement of new Owners specifically focusing on syndicates ‘Can I congratulate you and all your team on the Owners’ raceday experience. It is an excellent example of what a smaller racecourse can do, and I love the fact that every year you still strive to push the bar higher e.g. air con in the Owners’ suite.’ Sarah Holton, ROA Membership Services and Racecourse Relations Executive 4 Supporting Information ‘As an owner it is always a pleasurable experience to have a winner (Sweet Selection in the 3.50) but I just wanted to say thank you to the Jockey Club and all your staff on course. The O&T facilities are much improved, all the staff extremely polite, friendly and courteous and most of all I applaud the simple thank you that I received on a number of occasions for Hughie and I choosing to race the horse at Nottingham. I believe much can be done to encourage a wider racehorse ownership in the UK and racecourses play a central role in supporting this by the experience they offer – the experience was first class. Thank you and well done.’ Paul Brocklehurst Racehorse Owner ‘Just a very quick line to thank you for a lovely afternoon at Nottingham yesterday. Tonianne and I enjoyed ourselves enormously and it was very spoiling to have a delicious lunch, ……and we had a winner, which completed a fantastic day. Many thanks With best wishes.’ John Marsh Cheveley Park ‘I wanted to pass on my sincere thanks for what was a lovely day at Nottingham Racecourse on Saturday. Both Alex and myself were made to feel extremely welcome by everyone and Nottingham is one of the friendliest courses I have visited. You have a delightful course and all members of the team contributed to what was a wonderful meeting; your attention to the needs of your owners and trainers was exemplary. Wishing you every success for the rest of the season.’ Kind regards Jennifer Lane Management Development Trainee Weatherbys ‘Huge congratulations on your excellent service today. We were fortune to have three runners at Nottingham today. I phoned this morning & spoke to a very pleasant gentleman (Chris) to enquire about the availability of both vegetarian/gluten free food for our daughter in law. (she usually has to buy a bag of crisps!!!!) When we arrived at about 1.30 the restaurant was extremely busy but Rosie was soon on the case. Tanya was delighted to be offered a bowl of GF pasta in vegetable carbonara sauce (so delicious we all had to try it). We were served with our choices and were more than pleased with what was on offer. Rosie & the team were rushed off their feet but always remained professional & helpful , directing people to tables on the terrace. Can't wait to have another runner at Nottingham and please pass on our thanks to the whole team.’ Mrs Christine Soarham Racehorse part owner 5.
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