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Post by 18stfc86 on Feb 3, 2016 12:10:13 GMT 1
Like the clubs reaction on facebook when a link was posted to this topic. "info isn't correct" - Jesus wept do we have any PR ability now! STFC where the customer is always wrong! The club does have the right to reply but with a very personal story like this you DO NOT SAY THAT! Try "We cannot comment on this matter until we have spoken to the family of the supporter affected" - SIMPLE. NOT "HE IS WRONG" If I spoke to any of my customers like that I would quickly find myself in hot water. GRRRRRRRRRRRRRR You're joking, right? They have actually just written that on the clubs Facebook page? How insensitive are they? Hopefully my Euro millions numbers come up soon so I can buy the club and sack the lot of them!
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Post by Deleted on Feb 3, 2016 12:14:25 GMT 1
"Have removed the link to B&A post as trying to get in touch with Evo and discuss as the info isn't correct"
Wow, just wow!
PR basics seem not to apply to people who cannot take their support elsewhere because they are tied to the club emotionally.....
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Post by mattmw on Feb 3, 2016 12:41:55 GMT 1
As Severn says if you did want to take this further contact Citizens Advice. There are always to sides to the story but seems a very clear breach of Disability Discrimination Act and you would have a very strong case for compensation from the club.
It's fine to say get behind the club but when staff are breaching basic legislation and then trying to cover it up heads really need roll for this one
Sadly it's not a surprise and the lack of leadership at the top is in great danger of causing long term damage to the club
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Post by Bob Rickerton on Feb 3, 2016 12:44:05 GMT 1
Only days ago I had a swipe at 'Whitters' on another thread, and wondered on reflection if I'd been a bit harsh.
Today's latest entry in the big book of "Things not to do if you work in communications" proves I was not.
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Post by staffordshrew on Feb 3, 2016 12:47:18 GMT 1
The new CEO needs to be strong. He has a massive job and some big decisions to make.
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Post by essofsteel on Feb 3, 2016 12:51:21 GMT 1
Disgraceful treatment of supporters by club office staff. Unfortunately it is no surprise to me after many years of irritations when attending the ground. Problems & niggles when buying tickets & making enquiries, for me, always involve only one member of staff who has no manners, no common sense, and a surly attitude.
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Post by Dale on Feb 3, 2016 12:53:32 GMT 1
Bloody hell Evo that is so sad to hear, absolutely despicable and unnecessary, the club should hang their heads in shame!!
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Post by jockeyshrew on Feb 3, 2016 13:00:48 GMT 1
Agree with previous posts r.e. can deal with a loss, however treatment of fans like this makes me really sad. Can't say I''m surprised one bit..their seems to be a gap between the club and fans which is heartbreaking for me because as with many others on here I am seriously passionate about my team. Customer service skills are so important and our club seems to be seriously lacking.
To add to the ticket office scrounging, I have noticed the club have been advertising on twitter/facebook that fans can/should book in advance to avoid queues. All very well ! Therefore to a recent game I rang up at 10am to book tickets, only to say they would call me back due to a fault on my account...OK. Luckily I was free when they called back 3 hours later to complete the order. I then proceed to turn up in plenty of time to pick up said tickets and avoid the large queue. I had deliberately turned up early so I could grab tickets and nip for a beer in the Powerleague. Unfortunately I turned up to find that my tickets had not been put in the collection booth, so therefore a young lady rushed inside to find (or maybe even print off) said tickets. By the time she had returned it was bang on kick off; no time to meet my mates for a beer. The lady had a very smug look on her face chatting to her pal, she just didn't seem to care. To add to insult I don't regularly attend home matches although often attend aways...I found out loyalty points do not count for away games which sees me in a very precarious position in terms of getting tickets for 'you know who' game.
Obviously the above is nowhere near as severe compared to the manner in which they treated your father OP, but it still rightfully frustrates me. I will continue to attend matches because I love my football team and have caught the 'bug'. However, I can perfectly understand why many do not. Something has to change.
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Post by ssshrew on Feb 3, 2016 13:27:44 GMT 1
No excuse for it. The new CEO has hell of a job on his hands to sort this sort of thing out! If he's allowed to!!
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Post by Minormorris64 on Feb 3, 2016 13:30:07 GMT 1
No excuse for it. The new CEO has hell of a job on his hands to sort this sort of thing out! If he's allowed to!! ........or SHE
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Post by LetchworthShrew on Feb 3, 2016 13:30:58 GMT 1
No excuse for it. The new CEO has hell of a job on his hands to sort this sort of thing out! If he's allowed to!! Yes, that's the worrying thing! Time will tell I guess.
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Post by jamo on Feb 3, 2016 13:31:59 GMT 1
Deeply depressing reading.
EVO, I really hope that you, your brother and father can take some time to absorb this sorry situation and then re consider about coming to the games again sometime in the future. What happened to your father is simply unacceptable but remember that it will not always be like this, change will happen and thank the bloody lord for that ! your memories, family times and connections associated with your support for the club should not be tainted and marred forever by the clubs current attitudes to its supporters. I really hope you can attend again sometime in the future
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Post by Deleted on Feb 3, 2016 15:21:08 GMT 1
Ian - very sorry to hear about your dad and hope you and family are ok.
I just wondered if anyone from the club had responded to this in anyway, and without wanting to be disrespectful in any way, had chance to give their side of events?
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Post by Catalyst Cartel on Feb 3, 2016 15:35:35 GMT 1
Maybe its time for the supporters parliament to have a huge open meeting with staff, board members including Roland himself. Address all issues concerning everything that has built up over the last few seasons and solve the issues we badly need to resolve.
Somebody needs to go down there and call Roland out from hiding. Get it through to him we all want the same thing, but need to work together and communicate to make things happen.
Together we are stronger.
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Post by roberto02afcct on Feb 3, 2016 15:42:49 GMT 1
Maybe its time for the supporters parliament to have a huge open meeting with staff, board members including Roland himself. Address all issues concerning everything that has built up over the last few seasons and solve the issues we badly need to resolve. Somebody needs to go down there and call Roland out from hiding. Get it through to him we all want the same thing, but need to work together and communicate to make things happen. Together we are stronger. If you can get him out of there? & in front of a crowd of people?? Good luck all I will say
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Post by Deleted on Feb 3, 2016 15:49:38 GMT 1
Somebody needs to go down there and call Roland out from hiding. Get it through to him we all want the same thing, but need to work together and communicate to make things happen. Maybe get his Pal Keith Barrow along too..... Seriously though, no chance of this as Roland has never been one for meetings with groups of supporters.
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Post by Deleted on Feb 3, 2016 16:00:20 GMT 1
I don't think RW needs to be there for it to be a good working partnership between club and SP. New CEO a minimum with engagement from James Hughes and/ or other club employees where possible. Matt Williams had some impact working with the SP so can be done. Just hope the new CEO is as equally positive, albeit given his relevant experience no reason why he won't be.
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Post by jockeyshrew on Feb 3, 2016 16:08:24 GMT 1
Ian - very sorry to hear about your dad and hope you and family are ok. I just wondered if anyone from the club had responded to this in anyway, and without wanting to be disrespectful in any way, had chance to give their side of events? All we appear to have is Mr Whitfield saying on Facebook how it is incorrect and asking Martin Dudley to remove the post ! A club statement on this would be good as it really is disgusting. But there are 2 sides to every story, so I am interested to hear what the club have to say about this incident.
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Post by Deleted on Feb 3, 2016 16:25:06 GMT 1
Disgusting yet again from STFC! Makes me laugh when I see some fans on here living in the clouds saying that nothing is wrong with our club, it's at the worst it's ever been! After the Oldham game my friend ripped up his season ticket and vowed not to go back again, my Dad refuses to go whilst Wycherley is still at the helm, I've decided last night that I've had enough and won't ne returning for a very long time (United or not). Losing a lot of supporters at the minute aren't you Roland? First the disgraceful approach about the memorial now this. Sort the customer support out once and for all! Someone please take this to some national papers ahead of the United game, please. Might actually wake Rolly up! It's a s**t thing that's happened. A right f in mess. Can you link or name anyone who says that nothing is wrong with the club?
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Post by wakemanender on Feb 3, 2016 16:30:09 GMT 1
Its a shame the football club lets itself down on the admin side. Its in sharp contrast to the community side of the club who do a great job. This is because the community side is a separate entity and is run by the FA under the umbrellaship of Shrewsbury Town FC and has separate offices round the corner from the club offices in the main building. I don't think its gone unnoticed by supporters that there is a very quick change over of senior staff and ticket office staff at the club so this doesn't help when it comes to creating a good relationship with supporters. They could learn a lot from the Community side.
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Post by Deleted on Feb 3, 2016 16:33:59 GMT 1
"The problem and refusal to issue the half season ticket seems to have stemmed from the fact that my Dad could only provide proof of his disabled entitlement until the end of April this year and not for the full period of the ticket being active (even though the ticket was only active until May....yes we are quibbling over a couple of weeks)! "
Looks like standard STFC customer care, horrendous ( Also make sure you point of that our last home game for the season is actually in April) .
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Post by Deleted on Feb 3, 2016 16:36:42 GMT 1
I don't think RW needs to be there for it to be a good working partnership between club and SP. New CEO a minimum with engagement from James Hughes and/ or other club employees where possible. Matt Williams had some impact working with the SP so can be done. Just hope the new CEO is as equally positive, albeit given his relevant experience no reason why he won't be. Hmmmmmmm - so the guy who's sole business interest (i believe) is STFC doesn't need to be part of any meetings concerning it. Any decisions WILL get run past RW anyway, surely wanting the chairman involved is a good thing. A positive appearance from the chairman would help with supporter relations...PR at the club at the mo is borderline offensive!
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Post by Deleted on Feb 3, 2016 16:38:23 GMT 1
"The problem and refusal to issue the half season ticket seems to have stemmed from the fact that my Dad could only provide proof of his disabled entitlement until the end of April this year and not for the full period of the ticket being active (even though the ticket was only active until May....yes we are quibbling over a couple of weeks)! " Looks like standard STFC customer care, horrendous ( Also make sure you point of that our last home game for the season is actually in April) . The customer services expert this chap had to deal with probably gets all their news from the star or the Official Site and therefore thinks we can still make the play-offs!
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Post by Deleted on Feb 3, 2016 16:40:34 GMT 1
Shouldn't this be a "flaming thread" along with one or two others . ?
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Post by Deleted on Feb 3, 2016 16:43:02 GMT 1
I don't think RW needs to be there for it to be a good working partnership between club and SP. New CEO a minimum with engagement from James Hughes and/ or other club employees where possible. Matt Williams had some impact working with the SP so can be done. Just hope the new CEO is as equally positive, albeit given his relevant experience no reason why he won't be. Hmmmmmmm - so the guy who's sole business interest (i believe) is STFC doesn't need to be part of any meetings concerning it. Any decisions WILL get run past RW anyway, surely wanting the chairman involved is a good thing. A positive appearance from the chairman would help with supporter relations...PR at the club at the mo is borderline offensive! PR can be improved no doubt but I don't see the value in RW being at the meetings - the key thing is that someone with enough sway at the club is and who can take any ideas in a positive manner. The chairman has done a bloody brilliant job with the finances of the club and securing our long term future but I'd leave the working with the SP to the new chief exec and relevant others. Matt W has shown that combo can work.
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Post by Deleted on Feb 3, 2016 16:48:38 GMT 1
Hmmmmmmm - so the guy who's sole business interest (i believe) is STFC doesn't need to be part of any meetings concerning it. Any decisions WILL get run past RW anyway, surely wanting the chairman involved is a good thing. A positive appearance from the chairman would help with supporter relations...PR at the club at the mo is borderline offensive! PR can be improved no doubt but I don't see the value in RW being at the meetings - the key thing is that someone with enough sway at the club is and who can take any ideas in a positive manner. The chairman has done a bloody brilliant job with the finances of the club and securing our long term future but I'd leave the working with the SP to the new chief exec and relevant others. Matt W has shown that combo can work. It would provide some transparency and also would be an easy PR win if RW was to turn up and listen to supporters. Doesn't have to turn up to every meeting just occasionally - surely its smart for the owner of any business of our size to meet with customers occasionally. I would shut alot of people up.....including me
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Post by Deleted on Feb 3, 2016 17:11:13 GMT 1
Unfortunately the attitude of the Club here reflects wider society and the entertainment/leisure industries in particular.
In short prove of disability for discount etc.
However in the this case Evo's dad is a repeat customer and, well you know, still disabled, despite what a letter from the LA might say.
The Club have shown a total lack of flexibility, nous, and frankly respect for a long standing customer.
So, like I've said and will keep saying until things improve - not proud of my Club.
Maybe that should be a hashtag or summat.
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Post by roberto02afcct on Feb 3, 2016 17:39:40 GMT 1
Hmmmmmmm - so the guy who's sole business interest (i believe) is STFC doesn't need to be part of any meetings concerning it. Any decisions WILL get run past RW anyway, surely wanting the chairman involved is a good thing. A positive appearance from the chairman would help with supporter relations...PR at the club at the mo is borderline offensive! PR can be improved no doubt but I don't see the value in RW being at the meetings - the key thing is that someone with enough sway at the club is and who can take any ideas in a positive manner. The chairman has done a bloody brilliant job with the finances of the club and securing our long term future but I'd leave the working with the SP to the new chief exec and relevant others. Matt W has shown that combo can work. Well he should appear at the next meeting I think as so far the club are going from one embarrassment to another at the moment and his new CEO doesn't start for a while. He needs to work with the SP in any case REGARDLESS of a CEO or not as he is running a customer based business.
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Post by mattmw on Feb 3, 2016 17:45:10 GMT 1
I've done a few projects with the club over recent years and while the Chairman wasn't invoked it was clear his shadow loomed large over staff
Very few decisions could be made at meetings without going back and asking the chairman. On occasions things got agreed then pulled at the last minute with no explanation
It's little wonder we have such a high turnover of staff if people have to work like that. Why have a chief exec if he has to go to the chairman to spend even a tiny bit of money
It clearly can change I just don't see it with the current structure
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Post by Deleted on Feb 3, 2016 18:05:01 GMT 1
I've done a few projects with the club over recent years and while the Chairman wasn't invoked it was clear his shadow loomed large over staff Very few decisions could be made at meetings without going back and asking the chairman. On occasions things got agreed then pulled at the last minute with no explanation It's little wonder we have such a high turnover of staff if people have to work like that. Why have a chief exec if he has to go to the chairman to spend even a tiny bit of money It clearly can change I just don't see it with the current structure Odd that a small L1 club needs a CEO with a full time chairman.....
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