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Shocking but somehow unsurprising. It's on a par with not cashing a cheque... Having someone wanting to buy and noone bothering to pick the phone up is a shortcut to financial disaster. I have no doubt that they are focused on bigger deals, but it is always the case that closing lots of small ones is what keeps the balance sheet in positive territory. I hope our new Commercial Director is reading this, he needs a salesperson on board or, if he is doing all the sales function himself, needs to manage his time to make sure he is making calls to close enquiries. Satisfied customers tell 3 friends, angry customers used to tell a dozen people but with social media, they tell 3000, or more.....
Should be OK according to this, but perhaps give yourself a bit of extra time if you can as it has been busier in the mornings around Sandbrook Park as people seem to be altering their schedules a bit, just in case of delays and actually causing them! ....
Unbelievable traffic across Rochdale caused by the closure of the M62 in both directions at Rochdale from Friday night until Monday morning this weekend and next weekend... might be a smart move to set off very early for next Saturday's game.
I haven't seen any warnings about this closure, but traffic is backing up all over the Borough ..currently 20+ minutes from Bolton Road / Tesco to Sandbrook Park ...
Apparently its bridge works over the Motorway somewhere.....
Worthing FC midfielder Danny Cashman completed this two man counter in what proved to be the winning goal late in the game. Astonishing composure in the National League South 😍pic.twitter.com/UhYQSdc2pu
Another clean sheet, 3 goals and a whole team performance to be proud of... They are now improving with every game.. still not quite taking enough of the chances being created, Rodney could have had a hat trick, but way beyond what we have had to suffer since pre-covid days.. Two new players coming in early next week... and a chance to show what we are made of at Aldershot on the telly next week... special mention for Ferguson, who fulfilled his early promise today with a superb performance.....happy days ...Or should I say happy Knight....
The bigger issue is about how anyone with an inkling of the problems it might cause could think this decision was a good one... If you dont look after people who buy season tickets year in year out, who do you look after? This level of customer ignorance is what will eventually kill the club. It seems like we have people who think their job is to the the barest minimum possible and have no real investment in doing the best they possibly can. Its not acceptable and whoever made the statement about "every other club" needs some of the realities of working in a service driven environment pointing out to them in the most robust way possible. We are not "every other club" we have to be better than that 100% of the time.
Jeez, the rot runs deeper than we could imagine.. " single use plastic" ??? How is it single use when its required 23 times a season? What sort of customer service is this?
I think JM has to bring in some competition for Mitchell and Rodney, neither is looking confident and they dont seem to have gelled as a pair . They know that Henderson isnt going to play a run of full games and consequently as things stand they are Hobsons choice... and underperforming. Mitchell has not improved since he arrived and I wonder if Rodney is really fully recovered from his problems last season? There is no shortage of balls into the danger areas but they are simply not finishing them either because they dont know how to get into the right areas or do not have the will to do so. It must be hugely frustrating for the rest of the team and needs sorting out before it starts to affect the whole set up. Little wonder East decided to shoot from distance ( the horror!)......Come on Jim, sort it out or bring in someone who willl, before we get too far behind the pack at the top end of the table....sometimes the nice guy has to show some metal and have a rant....
Seemed like both sides were happy with a point. Lots of chuckle brothers not much serious attacking intent, Dale created 4 or 5 "moments" of which a genuine goalscorer would have taken advantage of a couple at least. Defence was fine, midfield was OK , wingers did their jobs, Mitchell and Rodney were missing in action and not obviously working a a pair. 4 games 5 points..... take away the opening game against a team that picked up its first point today and in the last 3 games we have 2 points and a single goal... its fairly obvious where the problem lies...lets hope they can make the traipse down to Yeovil worthwhile..
I wonder if selections have been made with the prospect of 4 games in 10 days in mind..? Whilst we have enjoyed a better pre-season than last year, players still arrived at different points, with different fitness levels and may need pitch minutes to gain extra levels of fitness required.. hence an amount of team shuffling and reshuffling...what is already highlighted is that we are underweight in strikers.. we can only hope JM has a cunning plan to fix the problem.. I wonder if we might be getting a couple of United loanees at some point? Or was that idea put on the "failed" pile ? Maybe " Greg" could ask the question? ..... but probably not....
We also need to realise that it will take time to build the off-pitch commercial machine needed to put cash into the footballing side of things. These two elements have to work hand in hand, the product on the pitch has to be good enough to attract and sustain new supporters and sponsors. I doubt the building of new training facilities will happen this season and the re-development of commercial activities will not happen overnight, meanwhile, the manager will have to the best he can with the available resources.. its a balancing act and probably a little unsteady right now but with time things will start to improve.
Sounds like the old story, no one hammers us but we are too often short of a goal. It cost us 2 points on Saturday and a point tonight, and dozens of points last season... it seems we haven't learned much about this division... you have to score goals because you will concede one .. clean sheets are like hens teeth. We need a bully up front, someone who is prepared to throw himself into the melee of the six yard box and cause problems, we have the delivery we need the finisher, Mitchell and Rodney need competition and there is none...and there was none last season either, I love Hendo but he needs a provider.. he thrives on chaos but we dont create any, we are too "nice" in front of goal. We should have had a bag-full on Saturday but there was no ruthlessness... Jim needs to find a new Beezley or a Humphries...or...?
Every theater in the land has the same problem.. they take orders before the show, and have them ready when the interval starts.. its a simple system and just needs a few shelves or tables around the room... why is there a problem? Indeed, I remember the days when working mens clubs opened at 12.00 and had dozens if not 100s of pints pre-poured ready for the rush.. mind you it was a shilling a pint....
So, essentially, we are agreed that the staff need to be empowered to be responsible for their relationships with their customers.. the people who sell the tickets need to be sure the seats are clean and clearly marked and not simply assume someone else has done it , or worse, not be bothered... Deming would say that the whole staff should walk the building and its surroundings and make a list of what can be improved.. everything from weeds to toilets and light bulbs to carpets... we have a lot to learn from truely customer focused comapanies, its something we haven't fully grasped in the UK but the rewards for those that do are huge. Once you have a (plan), you(do)it, then (study) the results and en(act) any chanes needed.. PDSA.... The cycle begins with the Plan step. This involves identifying a goal or purpose, formulating a theory, defining success metrics and putting a plan into action. These activities are followed by the Do step, in which the components of the plan are implemented, such as making a product. Next comes the Study step, where outcomes are monitored to test the validity of the plan for signs of progress and success, or problems and areas for improvement. The Act step closes the cycle, integrating the learning generated by the entire process, which can be used to adjust the goal, change methods, reformulate a theory altogether, or broaden the learning – improvement cycle from a small-scale experiment to a larger implementation Plan. These four steps can be repeated over and over as part of a never-ending cycle of continual learning and improvement.
I get the idea that some, perhaps many here , are not impressed by the way things are being done at the moment. Some of you will remember the list of about 50 money-making schemes that we put together when we were relegated from the EFL. Some of those ideas were picked up and perhaps amended but the shortage of cash was a major impediment and probably still is.... However, improving the customer service standards, and the surrounding experience is an entirely internal undertaking which needs to be addressed ASAP. We have maybe 25, 26 matches per season plus events and meetings, you wonder what the income from these would be if the customer service was outstanding and the thought and care were put into them that could and should be at an outstanding level? So... I propose that we make suggestions and promote innovations that would add up to a much more customer focused situation.... we cannot simply complain and grumble, it doesn't work and never has done, so I make the following suggestion.... others may wish to add their own ideas and suggestions... or not. 1. the whole club needs a customer-centric philosophy.. a philosophy that empowers people to go out of their comfort zone and make changes and adaptations. a philosophy whereby people apply a simple mantra.. "what can I do to improve the things I am expected to do for the benefit of my customers?" 2. Improvement is a continuous process which requires continuous activity by everyone involved from ball boys and girls to Directors on behalf of the people who come to games or other events. 3. Management and Directors have to set the standard and ensure that everyone buys in, no excuses, no exceptions. Training training training 4. Every organisation lives or dies by the quality of what it does , continuously improving the qualities of people and products improves everything. Giving staff the ability to make improvements, energises and sets a ball rolling which is unstoppable. 5. Doing things the way they have always been done is a recipe for disaster. 6. I recommend everyone to read about W. Edwards Deming. And then implement as much of his philosophy as possible as quickly as possible... This is on Linked-in..... In today's highly competitive business landscape, building customer loyalty is crucial for long-term success and growth. Organizations are constantly striving to attract and retain customers who will not only make repeat purchases but also become brand advocates. One approach that has proven to be effective in fostering customer loyalty is the Deming Customer Model, named after the renowned quality management guru, Dr. W. Edwards Deming. This model emphasizes the importance of understanding and meeting customer needs and expectations, thereby creating a strong foundation for lasting customer relationships.
At the core of the Deming Customer Model is the principle of continuous improvement.
According to Deming, businesses should strive to exceed customer expectations by constantly analysing and refining their processes. This requires a deep understanding of customer needs, which can be achieved through effective communication and feedback mechanisms. By actively seeking feedback and listening to customer concerns, organizations can identify areas for improvement and make the necessary changes to enhance customer satisfaction.
One of the key elements of the Deming Customer Model is the concept of customer value.
Deming believed that businesses should focus on delivering value to customers, rather than solely focusing on sales and profit margins. By providing products or services that meet or exceed customer expectations, organizations can build trust and loyalty. This involves understanding the specific needs and preferences of different customer segments and tailoring offerings to address those needs effectively.
Another critical aspect of the Deming Customer Model is the emphasis on building long-term relationships with customers (customer loyalty).
Deming recognized that customer loyalty is not built overnight but requires consistent effort and dedication. To achieve this, organizations must go beyond transactional relationships and focus on creating emotional connections with customers. This can be achieved through personalized interactions, exceptional customer service, and proactive problem-solving. When customers feel valued and supported, they are more likely to remain loyal and recommend the brand to others.
Lets not get negative, lets make suggestions that are positive ways that the club can become what we would like it to be and if necessary help to make them happen.
Lots better than most of what we saw last season, but, we still need a target man, Rodney is not a number 9 and if Mitchell isnt fit there is no plan "B" up front.... We could have been 2 or 3 up at half time with a bit of luck, and their keeper made a couple of excellent saves, so we have to be a bit more clinical. But, for a more or less new team, win one draw one is not a bad start....Not getting beaten at York would be a good result
Agreed, this season has to be a stepping stone to better things, being somewhere in the top third with an attacking style of play, and a return to " fortress Spotland " would be an excellent set of ambitions. If we can win a few games that we would have drawn or lost last season we will be on our way... scoring a hatfull of goals in the process would entice more back to watch games at the COA....and a virtuous cycle will start to improve everything, especially now we have some real business know-how running the place....Early days but the atmosphere has improved significantly
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