It was not the customer experience I expected

This month I attended the Dublin Racing Festival at ­Leopardstown. This meeting surely represented a golden opportunity for the industry to showcase Irish jump racing. Unfortunately, the experience was forgettable for several reasons.

There was a visible lack of staff at the racecourse serving food and drink in The Club Members’ area. It was clear the bar staff were unable to satisfy customer demand, and the servers were overrun, leaving customers frustrated.

I met a charming Welshman visiting Ireland for the first time. He shared with me that his customer experience would perhaps not have been so painful if Wales had not been losing to Ireland in the Six Nations at the same time, but at least he would have been served a drink at the rugby in “jigtime”.