Racing hearts and warm smiles: It's 'The Keeneland Way'

To enjoy a day at Kentucky’s elegant racetrack in Lexington is to experience the best of the bluegrass: fine horses and extraordinary service, set against a graceful backdrop of tradition and pageantry.

A friend of mine once mentioned that the greeters at Keeneland made her feel so good that she wanted to “walk out and come back in because she felt like a kid walking into her grandmother’s home at Christmas." Keeneland workers are proud of their track and glad that their guests have come to celebrate some of the best racing in the United States.

One of the elevator operators -- Doug Webb a native of Liverpool, England, assured this writer a young Paul McCartney was once his mail boy -- shared this poem during a Keeneland staff meeting last Saturday morning.

Given that customer service models are the stuff of my graduate business degrees, I was struck by the kindness of Doug’s words and how well they synthesized the manner and modus of Keeneland. Please enjoy.

The Keeneland Way

By Douglas Webb 

Take notice my friend if you want to be seen,

In the Keeneland army wearing the green.

Always wear a friendly smile with a welcoming word,

Just for a while.

Get to know the Keeneland way,

Read your notebook every day.

Find your way around this place,

To ask a friend is no disgrace.

Learn where each elevator takes you to,

Then we will be so proud of you.

Direct our guests with honest endeavor,

We will be proud for ever and ever.

Keep a close watch for the denim blue,

Never let those people through.

Then quietly tell the lady fair,

With that dress, my love you won’t get there.

Never throw rubbish in the parking place,

That my friend is pure disgrace.

Never drink coffee as you open a door,

Hold on for a while there's a little more.

The smoking place is the northern gate,

If you want to use your phone you will just have to wait.

So just keep smiling day after day,

Relax and enjoy the Keeneland way.