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Saxat från "21st Century Handicapping", Dick Mitchell (U.S.A. 1999):

Racing industry executives refuse to own up to the real answer:
customer service.

They "serviced" their customers just as a bull services a cow.
They charged admission, made customers pay for programs and charged customers for parking.

The biggest mistake racetracks made was not respecting or acknowledging their customers.
The customer was relegated to the position of poor hapless fool trying to beat an unbeatable game.

Läs den meningen Skarplöth och Ljungkvist:
The biggest mistake racetracks made was not respecting or acknowledging their customers.