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No game today: season ticket has still not arrived
Comments
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I was buying 2 tickets to the match.
No queue jump, no season ticket. I didn't realise there was a reason for the separate queues, I just went in the one that was moving faster and that took just 10 minutes for me to get through.
You probably looked right at me and thought bastard as I went through in 10 minutes compared to your 30? Really didn't notice a major speed difference in queues, but I was only paying attention to the cashier in front of our side.
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You misunderstand my motive in using that phrase.Ormiston Addick said:
Out of interest, how would you like one of your daughters referred to "as a bit of fluff who is easy on the eye."LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
Personally, if my daughter succeded in life as KM has and was described thus then I would be pretty pissed off about it, and she would be too.
Clearly there has been a fuck up with the STs - and the buck stops with KM - but comments like that are not needed.
As the father of 3 ambitious daughters I am as qualified as most to have an opinion on sexists attitudes to women in the workplace and fully respect and endorse Katrien Meire's right and qualifications on paper to be CEO. I have indeed defended her previously on here.
I have always told my daughters to do things to the best of their abilities, put their hands up if they make a mistake and, conversely, vigorously defend themselves if people unjustifiably try to pin blame on them. If they want to be treated with the respect commensurate with the role then they have to conduct themselves as such which means taking responsibility for both the good and the bad.
However, male or female, as I said above ,the buck stops with the CEO. That is why she should be called to account. Those of us attempting to call her to account are being criticised. I do not understand why that should be.
I can only surmise it is because she is an attractive young female (bit of fluff who is easy on the eye) rather than, say, a man with a beard and a geordie accent.
If that is not the reason then please tell me what it is?2 -
If theres a delivery problem with your ASDA home shopping, do you hold Andy Clarke accountable?LenGlover said:
You misunderstand my motive in using that phrase.Ormiston Addick said:
Out of interest, how would you like one of your daughters referred to "as a bit of fluff who is easy on the eye."LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
Personally, if my daughter succeded in life as KM has and was described thus then I would be pretty pissed off about it, and she would be too.
Clearly there has been a fuck up with the STs - and the buck stops with KM - but comments like that are not needed.
As the father of 3 ambitious daughters I am as qualified as most to have an opinion on sexists attitudes to women in the workplace and fully respect and endorse Katrien Meire's right and qualifications on paper to be CEO. I have indeed defended her previously on here.
However, male or female, as I said above,the buck stops with the CEO. Therefore she should be called to account. Those of us attempting to call her to account are being criticised. I do not understand why that should be.
I can only surmise it is because she is an attractive young female (bit of fluff whi is easy on the eye) rather than, say a man with a beard and a geordie accent.
If that is not the reason then please tell me what it is?
If your Virgin in-flight meal tastes of shit, do you get the hump with Josh Bayliss?
KM should come out and apologise on behalf of whoever's fuck up it was, but to me it appears that she's such an easy target on here because its all quite new for her.3 -
This is why I asked the question re how many were serving. I collected my ticket today as I was at the Valley anyway - took the guy no more than 10 seconds to find my ticket and hand it overRufus is a dogs name said:
The left hand side (for ST reprint collections) had three queues for 3 kiosks. But it was taking up to 10mins per person to sort our (which I can't understand - as surely most people had arranged the reprint during the week, in which case the tickets should be ready and waiting for collection?!). Despite joining the queue at 2:20ish I didn't get near the front either.rikofold said:
The queues were different. Right hand side tickets left hand side season ticket collection. Anyone know how many people manned the latter? I didn't make the front of the queue.Dazzler21 said:
Just a match ticket, but the queue was in the same place... unless there were some lost sheep by the ticket office.JohnnyH2 said:
Was that to collect a missing season ticket or were you purchasing a match ticket?Dazzler21 said:What are you lot on, I rolled up at 2.45 got a ticket at 2:55 and was seated in NWQ by 3:02.
2 minutes missed only.1 -
In answer to your question:ValleyGary said:
If theres a delivery problem with your ASDA home shopping, do you hold Andy Clarke accountable?LenGlover said:
You misunderstand my motive in using that phrase.Ormiston Addick said:
Out of interest, how would you like one of your daughters referred to "as a bit of fluff who is easy on the eye."LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
Personally, if my daughter succeded in life as KM has and was described thus then I would be pretty pissed off about it, and she would be too.
Clearly there has been a fuck up with the STs - and the buck stops with KM - but comments like that are not needed.
As the father of 3 ambitious daughters I am as qualified as most to have an opinion on sexists attitudes to women in the workplace and fully respect and endorse Katrien Meire's right and qualifications on paper to be CEO. I have indeed defended her previously on here.
However, male or female, as I said above,the buck stops with the CEO. Therefore she should be called to account. Those of us attempting to call her to account are being criticised. I do not understand why that should be.
I can only surmise it is because she is an attractive young female (bit of fluff whi is easy on the eye) rather than, say a man with a beard and a geordie accent.
If that is not the reason then please tell me what it is?
If your Virgin in-flight meal tastes of shit, do you get the hump with Josh Bayliss?
KM should come out and apologise on behalf of whoever's fuck up it was, but to me it appears that she's such an easy target on here because its all quite new for her.
I would try to resolve the issue first at a local level. However if I considered it significant enough and those lower down "the food chain" were either unable or unwilling to resolve the issue to my satisfaction then I would indeed hold the CEO responsible yes.
I think it was President Truman who said if you cannot stand the heat get out of the kitchen and, when president, had a notice on his desk stating that the buck stops here.
EDIT: You too are now acknowledging that there should be some input from KM.
That is all I and others have been saying.2 -
Big difference is that ASDA and Virgin Airline are huge companies employing 100 of 1000s of people in multiple locations.ValleyGary said:
If theres a delivery problem with your ASDA home shopping, do you hold Andy Clarke accountable?LenGlover said:
You misunderstand my motive in using that phrase.Ormiston Addick said:
Out of interest, how would you like one of your daughters referred to "as a bit of fluff who is easy on the eye."LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
Personally, if my daughter succeded in life as KM has and was described thus then I would be pretty pissed off about it, and she would be too.
Clearly there has been a fuck up with the STs - and the buck stops with KM - but comments like that are not needed.
As the father of 3 ambitious daughters I am as qualified as most to have an opinion on sexists attitudes to women in the workplace and fully respect and endorse Katrien Meire's right and qualifications on paper to be CEO. I have indeed defended her previously on here.
However, male or female, as I said above,the buck stops with the CEO. Therefore she should be called to account. Those of us attempting to call her to account are being criticised. I do not understand why that should be.
I can only surmise it is because she is an attractive young female (bit of fluff whi is easy on the eye) rather than, say a man with a beard and a geordie accent.
If that is not the reason then please tell me what it is?
If your Virgin in-flight meal tastes of shit, do you get the hump with Josh Bayliss?
KM should come out and apologise on behalf of whoever's fuck up it was, but to me it appears that she's such an easy target on here because its all quite new for her.
Charlton employ around 50 full time staff in one location.
She is new and that is a factor in this. The other factor is that nearly all the managers working under her are new to their roles and to the club so she doesn't have the back up of a wise old head to rely on in most cases.
It's as if we offered Johnny Jackson the managers job and let him have Chris Solly and Morgan Fox as his assistants. Quite rightly people would be calling for a Curbs or Peacock to work alongside him day to day.
KM has RD but he's in Belgium and doesn't have direct experience of selling season tickets or programmes either.
Some of the personal attacks on her are OTT and often sexist (see today's Sun) but she is the CEO of a small business. She directly line managers the manager of the ticket office, the marketing team, and if we had one, the Comms team.
She has that responsibility to manage them and yes take the flack publicly for their mistakes. That's what management is. You praise your team when they do well and you take their flack when they balls up.
The mistakes that keep happening aren't because she is a woman, Belgium or that she is incompetent (she isn't).
But the mistakes keep happening. Some are small in themselves but others are bigger and financially damaging. Selling tickets, programmes and food are the key activities of a football club off the pitch and training ground and we are struggling to do all three.
I've stuck up for KM a lot on here but she really needs to get a grip of what is going wrong.
I don't mean apologising for the ST mess although that is required.
She needs to find out why these things are going wrong? What process is being missed out, what checks aren't being carried out, why isn't someone noticing the gaps?
The new swipe card entry seems to have gone well. People got in OK, the system didn't crash, most cards worked first time. Great and shows the club can get things right but KM needs to ask "why did we get that right?" "What did we do that made that work that we're not doing with the food, programmes and season tickets.
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Technology now opens the gates but people still sell beer, pies and programmes - is that the difference.
It's lucky we are only talking about a ticket for a game of football here - anything important and it could get contentious.1 -
Len, there is a difference between saying she should eventually come out and apologise and saying she has 'insensitive arrogance'.LenGlover said:
In answer to your question:ValleyGary said:
If theres a delivery problem with your ASDA home shopping, do you hold Andy Clarke accountable?LenGlover said:
You misunderstand my motive in using that phrase.Ormiston Addick said:
Out of interest, how would you like one of your daughters referred to "as a bit of fluff who is easy on the eye."LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
Personally, if my daughter succeded in life as KM has and was described thus then I would be pretty pissed off about it, and she would be too.
Clearly there has been a fuck up with the STs - and the buck stops with KM - but comments like that are not needed.
As the father of 3 ambitious daughters I am as qualified as most to have an opinion on sexists attitudes to women in the workplace and fully respect and endorse Katrien Meire's right and qualifications on paper to be CEO. I have indeed defended her previously on here.
However, male or female, as I said above,the buck stops with the CEO. Therefore she should be called to account. Those of us attempting to call her to account are being criticised. I do not understand why that should be.
I can only surmise it is because she is an attractive young female (bit of fluff whi is easy on the eye) rather than, say a man with a beard and a geordie accent.
If that is not the reason then please tell me what it is?
If your Virgin in-flight meal tastes of shit, do you get the hump with Josh Bayliss?
KM should come out and apologise on behalf of whoever's fuck up it was, but to me it appears that she's such an easy target on here because its all quite new for her.
I would try to resolve the issue first at a local level. However if I considered it significant enough and those lower down "the food chain" were either unable or unwilling to resolve the issue to my satisfaction then I would indeed hold the CEO responsible yes.
I think it was President Truman who said if you cannot stand the heat get out of the kitchen and, when president, had a notice on his desk stating that the buck stops here.
EDIT: You too are now acknowledging that there should be some input from KM.
That is all I and others have been saying.
Thats not constructive criticism and is uncalled for, which was my original point.0 -
I'm not sure how much longer we can use "new to the job" - KM has been in place as CEO for 18 months now. That's twice as long as the average tenure of a Championship manager...Truth is, there has been quite a big mistake affecting a lot of very valuable and loyal customers - I would expect the CEO of any organisation to take a high profile and leading role in sorting out what went wrong.8
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Not quite sure what the link between the tenure of a manager and a CEO is but anyway, CP dined out on the 'new to the job' for over 2 season with a lot of us on here.Weegie Addick said:I'm not sure how much longer we can use "new to the job" - KM has been in place as CEO for 18 months now. That's twice as long as the average tenure of a Championship manager...
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But the mistakes keep happening. Some are small in themselves but others are bigger and financially damaging. Selling tickets, programmes and food are the key activities of a football club off the pitch and training ground and we are struggling to do all three.
I've stuck up for KM a lot on here but she really needs to get a grip of what is going wrong.
This.2 -
There is staggering incompetence, with the running, of some of the key activities, of the club.
KM as the CEO is responsible. If she's not up to the job, she shouldn't have been appointed.
If she is up to the job and is not incompetent, then it can only be a lack of managerial support.
Either way, the club appear to have their priorities all wrong.
Please spend less time in trying to attract revenue to the club, with sex stunts and a sofa and try looking after your existing fans/customers, by getting the basics right.
It really is unbelievably poor, that the club took more than 6 months, to address, something as simple as selling programmes. I mean that should have taken weeks to resolve.
We then trump that, by not being able to issue S/T to more than 10% of the fan base, or issue the wrong ones.
Finally, even when it is recognized, that there is a problem, we still get it handled poorly. Lack of meaningful apologies and once again, given information, that no right thinking person would believe.
I can't recall Charlton Athletic Football Club, giving out so much mis-information for a very long time and that is being polite.16 -
If ASDA did something stupid and wholly avoidable {what?} to piss off and disadvantage over 10 per cent of their customer base, there would be huge outcry and heads would roll. I think the same can be said of Virgin except that you'd expect the aged blond gurning one to actually step up and make a public apology himself and pronto. These businesses rely on and value their customers and in percentage terms its massive.
What Henry said is right.8 -
Not true. When the club made this type of PR balls up the head person was the one who took the flack.ValleyGary said:
If theres a delivery problem with your ASDA home shopping, do you hold Andy Clarke accountable?LenGlover said:
You misunderstand my motive in using that phrase.Ormiston Addick said:
Out of interest, how would you like one of your daughters referred to "as a bit of fluff who is easy on the eye."LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
Personally, if my daughter succeded in life as KM has and was described thus then I would be pretty pissed off about it, and she would be too.
Clearly there has been a fuck up with the STs - and the buck stops with KM - but comments like that are not needed.
As the father of 3 ambitious daughters I am as qualified as most to have an opinion on sexists attitudes to women in the workplace and fully respect and endorse Katrien Meire's right and qualifications on paper to be CEO. I have indeed defended her previously on here.
However, male or female, as I said above,the buck stops with the CEO. Therefore she should be called to account. Those of us attempting to call her to account are being criticised. I do not understand why that should be.
I can only surmise it is because she is an attractive young female (bit of fluff whi is easy on the eye) rather than, say a man with a beard and a geordie accent.
If that is not the reason then please tell me what it is?
If your Virgin in-flight meal tastes of shit, do you get the hump with Josh Bayliss?
KM should come out and apologise on behalf of whoever's fuck up it was, but to me it appears that she's such an easy target on here because its all quite new for her.
Swindon ticket fiasco 2010. Kavanagh
Man Utd FA Youth Cup 1995 and 1994 ticket free for all in the FA Cup: Alwin.
No different this time.4 -
No - and I don't accept the description "constant sniping" - but do ask some of the coach stewards how things went on Saturday . . .Redskin said:
I don't suppose your constant sniping at KM has anything to do with the fact she declined your generous offer of free advice on how to run a couple of coaches,does it?Airman Brown said:
I think it's fair to say that previous chief executives would have taken public responsibility for this situation from the outset, not least to try to protect the staff in the front line. Leaving that aside, the communication around the whole ticketing issue has been poor to the point of stupidity, which whoever is supposed to be managing the messages - and it's not the manager-less comms team - is the chief executive's responsibility.LenGlover said:
The buck stops with the CEO.ValleyGary said:
People are well within their right to be pissed off, but not sure this comment is necessary or even remotely true.LenGlover said:
Spoilt brat?!timken said:KiwiG .What a spoilt Brat you sound.They had perfectly good arrangements for giving out season tickets at the ground today.You are not the resiliant stuff Charlton supporters need to be made off .You should be ashamed of yourself.
It was a great game you missed by the way you wimp.
The man has spent hundreds of pounds and not received what he has paid for.
He has every right to be aggrieved.
Are you Katrien Meire?
You seem to possess her insensitive arrogance.
I have seen no evidence of an apology, explanation or even a comment from her regarding this matter.
That to me is insensitivity and arrogance.
If I am mistaken I will willingly withdraw my comment and apologise myself!
I am actually treating her as a CEO in saying this. A male CEO would have had "pelters" on here because of this. People hold back because she is a bit of fluff who is easy on the eye. To me that is sexist and disrespectful.
I
I think there is one valid reason for Katrien Meire's invisibility to date, however, which is that the club had no idea how bad the situation on Saturday would be. Had Meire made a statement on Friday which understated the position and it had gone much worse than it did, her position would now be close to untenable. She can now make a comment and presumably an apology based on the facts of Saturday, which is a stronger position for her.
Otherwise it's really not good enough to be seen on Sky sitting on the silly sofa and interviewing children in the car park, but fail to stand up and take responsibility when things go badly wrong, but she must surely know that.
It serves little purpose save to compound the impression of your resentment of the fact that you were not re-employed by the new owner and,in particular,his CEO.
You do a good job of publishingVoice,I'd stick to that.
I offered about 18 months ago to produce a short paper on how to use Valley Express to develop support, because it's clear that the current administration doesn't see it as any more than a nuisance bringing in season-ticket holders who would come anyway, whereas the point of it was to make it easier for new people to come alongside the committed. This has previously generated significant additional revenue for the club (six figures a season), net of any subsidy to the coaches.
I speak to probably a dozen to 20 people who have worked hard to build the club up over the last 20 years, whether as employees or volunteers or both, much of it unglamorous behind-the-scenes grind. One of them rang me this morning because of what happened to him/her over the weekend. Some are still involved.
Many of them are in a state of despair at the damage being done by the way the club is currently being run and how their work is being undermined. They do have a deep sense of pride in what was achieved in the past but feel, where still involved, that they are no longer valued or supported from The Valley. It is crazy to alienate some of these people because they are effectively working for you for nothing.
I do end up being the one who articulates it, but it has nothing to do with employment, mine or anyone else's.
15 -
"constant sniping" seems like a very fair summary, viz:
'...Much water has flowed past the Thames Barrier since, some of it very disagreeable. And even the build-up to this match was soured for many supporters by the club’s abysmal handling of the season-ticket process, the blame for which it tried, implausibly, to pin on Royal Mail... Some who did get their season tickets were annoyed to find the club was still not taking coach bookings for the following week's away games, while there were a number of issues on the day with Valley Express... One can hardly say that Charlton have embraced the future, since the technology has been commonplace elsewhere for some time, but at least they have arrived, belatedly, in the present... the programme sales operation continued to be a comedy of errors... Meanwhile, Airman Brown takes his usual look behind the scenes to bring you some of the stories the club hasn't been willing to tell you...'
recently published on VOTVonline for all to read, all relating to things which happened but none of it remotely constructive, is it?1 -
Which points are you saying are untrue or unfair?StigThundercock said:"constant sniping" seems like a very fair summary, viz:
'...Much water has flowed past the Thames Barrier since, some of it very disagreeable. And even the build-up to this match was soured for many supporters by the club’s abysmal handling of the season-ticket process, the blame for which it tried, implausibly, to pin on Royal Mail... Some who did get their season tickets were annoyed to find the club was still not taking coach bookings for the following week's away games, while there were a number of issues on the day with Valley Express... One can hardly say that Charlton have embraced the future, since the technology has been commonplace elsewhere for some time, but at least they have arrived, belatedly, in the present... the programme sales operation continued to be a comedy of errors... Meanwhile, Airman Brown takes his usual look behind the scenes to bring you some of the stories the club hasn't been willing to tell you...'
recently published on VOTVonline for all to read, all relating to things which happened but none of it remotely constructive, is it?
3 -
"Constant sniping at KM" personally was the comment to which I was responding. She isn't mentioned there.StigThundercock said:"constant sniping" seems like a very fair summary, viz:
'...Much water has flowed past the Thames Barrier since, some of it very disagreeable. And even the build-up to this match was soured for many supporters by the club’s abysmal handling of the season-ticket process, the blame for which it tried, implausibly, to pin on Royal Mail... Some who did get their season tickets were annoyed to find the club was still not taking coach bookings for the following week's away games, while there were a number of issues on the day with Valley Express... One can hardly say that Charlton have embraced the future, since the technology has been commonplace elsewhere for some time, but at least they have arrived, belatedly, in the present... the programme sales operation continued to be a comedy of errors... Meanwhile, Airman Brown takes his usual look behind the scenes to bring you some of the stories the club hasn't been willing to tell you...'
recently published on VOTVonline for all to read, all relating to things which happened but none of it remotely constructive, is it?0 -
Personally, I believe that the editorial for the VOTV, is like a running commentary, on what is going on at the club in general, not just on the pitch.
If it's all good, the commentary should be all positive.
If it's not all good, then the commentary should reflect that.
Yes, VOTV/Airman can be too negative at times imo, because if a high proportion of fans feel this at times, then it is probably so.
However, what's the alternative ?
Do you want him to no longer report the facts or just lie and pretend everything is rosy ?7 -
Well I will.
My sympathy to those who have experienced so much difficulty in securing their season ticket this year.
I share the challenge that throughout the registering of the concerns (the season ticket thread started some 2 weeks ago) there seems to have been a significant lack of professionalism in resolving the issues. Few could have been comfortable the consequences of the clubs failure to fulfil what is a pretty basic service would not extend to the detriment of many peoples "match day" experience against QPR.
Not for the first time I struggle to understand why the current executive seems to be oblivious to the fact it is in a "people business" and/or fails to recognise the service standards required in such a business. The message being delivered is the classic fail "this would be a great business to be in except for the customers".
I am reminded of a novice bank clerk who frightened of responding to a serious letter of complaint each and every day puts the letter to the bottom of the pile in the hope it will go away. Of course it never does. It is true customer revenue in football does have not the significance of other "retail" but you ignore the delivery of service excellence at your peril. The events of recent days will have lost revenue and cost the club money.
No matter the "agencies" involved, be it their own staff, the legacy systems, out dated operational processes, the IT company introducing a new technology & operating systems, loading new computer programs and/or software, managing user training, overseeing revised operating procedures, installing new equipment or the ticket distribution service it is for the club to manage the delivery of the service to people who are paying good money to access their product.
There is only one organisation to blame and it is Charlton Athletic Football Club. There is only one executive accountable. It feels completely bizarre anyone should have to point out this is how any business works
In a consumer service environment, by any acceptable performance measure, an indicated 80-85% service delivery success rate is a monumental failure. If a credit card merchant generated such a level of customer/ card transaction challenges/ disputes the bank would be seeking to cancel the card merchant contract.
Yet the corporate "laissez faire" response to this point appears determined to either diminish the impact and/or seriousness of the issues involved or simply point the figure of responsibility elsewhere. It is this pure amateurish response that is alarming. At what point will the club realise there is only one brand being damaged.
New technology projects have been around and increasingly well managed for over 30yrs. There is ample expertise in terms of IT and Change Management projects in the market. Expertise, judging by the breadth of errors being reported, which seems to be lacking in nearly every aspect of managing this change to the clubs' season ticketing process.
The challenges encountered bear all of the hallmarks of a poorly understood, poorly defined, poorly constructed and poorly resourced project which has been badly implemented. As on all such occasions it is the operational staff who bear the brunt of placating fans/ customers and trying to manage the "fall out".
I sincerely hoped those in charge of the QPR "match day" experience would put together the appropriate plans, secure the appropriate resource, properly train such resource to manage what it could have been a very uncomfortable day. People have had very different experiences whether it is due to the operational measures taken or simply good/ bad luck appears open to question.
What is not, is once again the opportunity to appropriately communicate at corporate level has been missed. Fans/ customers understand things go wrong and mistakes are made. They do not understand their concerns being dismissed and ignored. If a CEO of a "people's business" still does not understand such a very basic principle then you have to ask when will "the light" go on.
On what proved to be a very positive day for the club why would anyone possibly not wish to eradicate any aspect of negativity. I continue to be perplexed by the "corporate ethos" at the club. For all of her undoubted personal qualities someone really, really must do better.28 - Sponsored links:
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in a nutshell Grapevine
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Possibly the narrative is something like 'we saved Charlton from oblivion so the supporters have to accept the owner will now do it his way, like it or lump it'.
I don't think that is the overriding attitude, but I do think that elements of that attitude pervade aspects of the business.
The frustration is that some of us feel like Tantalus, that harmony, goodwill, and a 95% smooth ride is within reach at Charlton Athletic, but there is something causing a barrier, something holding us back from moving forward together. The nearest I have to an explanation is that whilst the regime wants us to trust them, they struggle to trust us.
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It's always good to hear from you Grapevine.
I sometimes think it must be me, but then you always reassure me that it's not.
These things aren't that difficult to overcome.
If the club knew it held incorrect S/T data (and surely it did, because the supporters knew), then the simple solution, was to get S/T applications in, with all the necessary details. Whether online, or paper applications, if that was needed.
Then input the correct information. So so simple.
The CEO really should be overseeing this.
I'd hate to think what would have happened to me, if I had carried out my managerial duties, in such a fashion.
I'm quite certain I would have been removed from my post, one way or another.0 -
Don't know if it is the full story but on the CA facebook page someone is saying that someone went down today and asked for a refund or compensation for missing QPR. The club staff said no and that they only option is he wasn't happy was a full refund for the whole ST (his and a couple of others) so he said yes.
So that's three ST sales lost. Brilliant customer service if true.0 -
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Clueless if true.Henry Irving said:Don't know if it is the full story but on the CA facebook page someone is saying that someone went down today and asked for a refund or compensation for missing QPR. The club staff said no and that they only option is he wasn't happy was a full refund for the whole ST (his and a couple of others) so he said yes.
So that's three ST sales lost. Brilliant customer service if true.0 -
"Charlton would like to provide an update to supporters, following the installation of the club’s new ticketing system for the 2015/16 season
Charlton would like to provide an update to supporters, following the installation of the club’s new ticketing system for the 2015/16 season.
With season-ticket sales surpassing the 10,000 mark, more fans have pledged their support than last year, including 1,500 new individuals booking their place in SE7 for the new campaign.
With the new electronic entry systems being used heavily around the stadium for the first time during Saturday's 2-0 opening day victory over Queens Park Rangers, the club were also pleased that supporters were able to enter the ground quickly and easily, with no difficulties reported.
However, we are also aware that there are a number of season-ticket holders who are still waiting to receive their cards for the new season.
While all season tickets were sent out by Friday, July 31st, the club were to later discover technical difficulties surrounding data migration to the new system and Charlton would like to offer its apologies to those fans who were affected.
“We would like to apologise to all those supporters who have faced delays in receiving their tickets,” said Charlton CEO Katrien Meire.
“Although there has been an early issue, the new system will bring a huge amount of improvement to the way we sell our tickets.
“With the changes made, it will be much easier for fans to purchase their tickets, and in turn, encourage a new fan base to The Valley. No doubt, it will provide a long-term benefit for the football club in the future."
Read more at http://www.cafc.co.uk/news/article/charlton-season-ticket-update-2608733.aspx#wRmFlhJpXUIGlE7P.991 -
While all season tickets were sent out by Friday, July 31st, the club were to later discover technical difficulties surrounding data migration to the new system and Charlton would like to offer its apologies to those fans who were affected.se9addick said:
Read more at http://www.cafc.co.uk/news/article/charlton-season-ticket-update-2608733.aspx#wKXGH4QHwdkwvpby.99
No mention of Royal Mail. It still seems to me that they were sent out to wrong addresses or not at all.
At least, there's a decent apology now. It's a real shame that up to now the focus is on marketing rather than customer service and retention.2 -
Not blaming Royal Mail anymore then.1
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@Airman
Thanks for taking the time to reply,it was a measured response considering the tone of my post...
I was mindful of using the word resentment rather than the lazy and inappropriate bitter because I'm sad to say that is how some of your comments appear which can result in undermining your legitimate and constructive criticism at times.
You don't accept the description of 'constant sniping', but I'm afraid the weight of evidence sometimes suggests otherwise.
The most recent concerning KM,for example: Otherwise it's really not good enough to be seen on Sky sitting on the silly sofa and interviewing children in the car park,but fail to stand up and take responsibility when things go badly wrong,but she must know that.
Of course she does,but sitting on a silly sofa doesn't preclude her failing to stand up and take responsibility as you have accused her of.It's a futile point.There seems to be divided opinion on here regarding apologies in the programme and on the club website.If there was an apology, then I don't see what more could have been done at the time;were it not the case,I agree.Poor show.
Then this: Had Miere made a statement on Friday which understated the position and it had gone much worse than it did,her position would now be close to untenable.
But she didn't make a statement on Friday and it didn't get much worse than it did.And with whom would her position have become untenable? RD is the only person in that scenario,or any scenario for that matter, and it's not hard to imagine the depth of his concern over the issue.
Charlton isn't exempt from the vagaries of business;things go wrong,people look to apportion blame and workers get disgruntled. I believe that KM will do her utmost to resolve the issue; she doesn't strike me as a lead-swinger or someone who shirks responsibility.But I don't know;neither of us does.
Anyway,on a personal level,it's none of my damn business how you conduct yourself,it's a football forum and nothing more, and don't imagine I'm unaware of how you were instrumental in getting us get back to The Valley.I am, and like many others, I appreciate it.1
