Paul Gardner No2
Well-known member
I have just listed to Julian, our new CEO on TTV saying all the right things which is good. Might I suggest now is the optimum time to gather customer's experiences of match days and work on a plan on how they can be improved (and communicate that plan with some accountability).
Personally there is one fundamental issue that needs addressing that spoils the match day experience for me, and dare I say it could/is putting off others from attending.
The issue (and its not a new one) surrounds the access to refreshments, particularly at half time.
Example:
Against Burton I went down onto the South concourse on 36 minutes, 9 minutes before half time, as my bladder is not what it used to be. As queues were already forming me and the wife decided to join them as she wanted a pie and a bottle of water. We got served after about 7 minutes. After only a couple of minutes in the queue it had already doubled and by the time we got served it was snaking round the back of the concourse. Once half time came there was little point in anyone joining. So with added time we missed a lot of live football that we'd paid good money to see.
Last year my season ticket was in the West but I purposely hadn't renewed my seat there due to the lack of access to the refreshments, which was always similar if not worse than the South. I only sat in the South this time as it's supposed to be the easiest to get served out of the 3 home stands. Apparently not!
The bug bear for me is this: As a fan, I no longer went down for any refreshments last year because I wasn't prepared to miss my football. The choices were simple - if you wanted a pie or a pint, or even a bottle of water - you either miss 6 to 7 minutes of the first half, or 6 or 7 minutes of the second half.
Specific Points:
1. For many, including myself, the traditional pie and a bovril, or a pint at half time was always part of the match day ritual. Last time you were able to do this comfortably I couldn't - as I was boycotting. So this problem has persisted for the past 3 years. It sours the match day experience!
2. Equally as important - whenever I see queues of people (some desperately) wanting to part with their money and no one is taking it off them, in my view, is corporate incompetence of the highest order. BFC are not awash with cash and to not realise sales potential, perhaps many multiples of what its currently taking is incredulous.
So sort it out and its a Win Win!
Solutions:
I realise there are staffing issues but maybe we could all come up with some suggestions - here's my two penneth:
1. The bottle bars were a resounding success the odd time they were open. Bring them back and even increase the kiosks. Have someone on there whose sole job is to open and pour, whilst another takes orders and money (i.e. not same person).
2. Offer circa £12.50 per hour. it's probably a 3 hour shift so this should make it attractive for staff retention. You will more than make up the difference.
3. Do a deal with local pubs and clubs such as The Armfield and The Phoenix Club (Bloomfield). Their staff come and work for half an hour at the Club over half time. The club pays them for a full hour whilst The Armfield and Phoenix Club save an hours wages. Club Wins, Local businesses Win and the individual staff Win as BFC will pay more for that hour.
4. Have pie-men with snacks and water available along the pitch side at half time so people can just reach over the railings to get those types of refreshments.
Come on the Pool - help us to help you!! Set a transparent target to increase match day revenue/customer satisfaction, publish plans to achieve, and lets see if you deliver.
Personally there is one fundamental issue that needs addressing that spoils the match day experience for me, and dare I say it could/is putting off others from attending.
The issue (and its not a new one) surrounds the access to refreshments, particularly at half time.
Example:
Against Burton I went down onto the South concourse on 36 minutes, 9 minutes before half time, as my bladder is not what it used to be. As queues were already forming me and the wife decided to join them as she wanted a pie and a bottle of water. We got served after about 7 minutes. After only a couple of minutes in the queue it had already doubled and by the time we got served it was snaking round the back of the concourse. Once half time came there was little point in anyone joining. So with added time we missed a lot of live football that we'd paid good money to see.
Last year my season ticket was in the West but I purposely hadn't renewed my seat there due to the lack of access to the refreshments, which was always similar if not worse than the South. I only sat in the South this time as it's supposed to be the easiest to get served out of the 3 home stands. Apparently not!
The bug bear for me is this: As a fan, I no longer went down for any refreshments last year because I wasn't prepared to miss my football. The choices were simple - if you wanted a pie or a pint, or even a bottle of water - you either miss 6 to 7 minutes of the first half, or 6 or 7 minutes of the second half.
Specific Points:
1. For many, including myself, the traditional pie and a bovril, or a pint at half time was always part of the match day ritual. Last time you were able to do this comfortably I couldn't - as I was boycotting. So this problem has persisted for the past 3 years. It sours the match day experience!
2. Equally as important - whenever I see queues of people (some desperately) wanting to part with their money and no one is taking it off them, in my view, is corporate incompetence of the highest order. BFC are not awash with cash and to not realise sales potential, perhaps many multiples of what its currently taking is incredulous.
So sort it out and its a Win Win!
Solutions:
I realise there are staffing issues but maybe we could all come up with some suggestions - here's my two penneth:
1. The bottle bars were a resounding success the odd time they were open. Bring them back and even increase the kiosks. Have someone on there whose sole job is to open and pour, whilst another takes orders and money (i.e. not same person).
2. Offer circa £12.50 per hour. it's probably a 3 hour shift so this should make it attractive for staff retention. You will more than make up the difference.
3. Do a deal with local pubs and clubs such as The Armfield and The Phoenix Club (Bloomfield). Their staff come and work for half an hour at the Club over half time. The club pays them for a full hour whilst The Armfield and Phoenix Club save an hours wages. Club Wins, Local businesses Win and the individual staff Win as BFC will pay more for that hour.
4. Have pie-men with snacks and water available along the pitch side at half time so people can just reach over the railings to get those types of refreshments.
Come on the Pool - help us to help you!! Set a transparent target to increase match day revenue/customer satisfaction, publish plans to achieve, and lets see if you deliver.