I tend to be an observer rather than a poster on this site but FYI I sent this email to Katrien this afternoon. Penned it after lunch in the pub today. Not sure what good it will do but it made me feel better.
Dear Katrien
I am writing because I have been a ‘fan’ of Charlton Athletic for 41 years – so well before you were born and I expect well after you’re gone. Apologies if I go on a bit, but to paraphrase Blaise Pascal, if I had more time, I would have written you a shorter email.
Your comments about people like me being mere customers, equivalent to someone who goes to a restaurant, really interested me. Is that really how you see the fan base of this proud and illustrious club?
If so, let’s look at the comparison. For the past 30 or so years, I have lived in Bristol and the South-West. I have bought a season ticket, usually 4 months in advance of receiving my first ‘meal’. I would not pay any restaurant for 23 possible meals 4 months in advance, particularly as I do not know at that time exactly when I can expect to receive the meals. It may be a Saturday, Sunday or a Tuesday – if the latter I miss out due to work, but it is always variable. However, I do not get a refund for being unable to attend. When I book a restaurant, it suits my time and circumstances, not vice versa. Over the last 41 years, I have been to hundreds of different restaurants – but only one football club.
I would also not book a restaurant and pay them up front for a product when I don’t pretty much know the quality of the product and service I am going to receive. If I receive a bad meal or bad service, I expect a discount or refund from the restaurant – and usually get it. Is that what you are proposing for Charlton, that we can all ask for a refund if the ‘product’ or ‘service’ you deliver on any particular day is not up to scratch? If so, you owe me and countless other season ticket holders a lot of money. If a restaurant has a bad day, I don’t go back.
I would also not book a restaurant 135 miles from where I live – so a round journey of 270 miles.
In addition, I am doing your marketing for you. Despite being born in the South-West, my daughters have grown up to become dedicated Charlton ‘fans’ and used to be season ticket holders, until work and distance intervened. They still attend away matches however, like the recent Bristol City one.
My daughters in turn converted several of their school friends who are still Charlton ‘fans’. I also converted my brother-in-law, who in turn converted his son and they are both season ticket holders. My brother-in-law’s son (my nephew) has also bought baby kit for his son – and so it goes on. I would not do this for any restaurant – and certainly wouldn’t buy their merchandising.
I could go on, but I think I’ve made my point. A fan is much more than a customer. Supporting a football club is a way of life. We are both fans and stakeholders.
Even if we were just ‘customers’, we matter more than you admit to. I have been in marketing most of my life and one of its fundamental tenets is that without its customers, a company does not exist. You dismiss ‘oldies’ like me but the demonstration after the match last week showed that your younger fans are also very unhappy. Treating your customers with contempt can end badly – the Gerald Ratner case study springs to mind.
If you and Roland really had the best interests of Charlton at heart, you would have at least met with Peter Varney to see what he had to say. Instead, your attitude shows arrogance and is insulting both to a potential investor and to Charlton fans/stakeholders.
Finally, over the years, I have had a lot of time for Richard Murray, but his recent feeble Q&A really does not cut it.
I am not asking for a reply as I know that despite your own charter, you don’t do that. However, whilst I am not naturally one of life’s protesters, I am now firmly in the ‘Black & White’ camp – and urge you to at least talk to Peter Varney.
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Comments
Let's us know if and when you get a response
I wonder if a day goes by when she doesn't regret the "restaurant" and "customer" comment?
my only concern is that she will now go out and try to sign Blaise Pascal.
Consistently her public communication about the fanbase is disparaging and her actions consistent with her communication. It's not entirely surprising that fans are now jumping on anything that she says and pulling it apart (I honestly don't believe that Charlton fans are predisposed to do this, it is borne out of their actual experience) - though the exact wording fans have picked up on may not be 100% accurate, I believe that the message is and it has proved a useful one in shining a light on the actual behaviour of our CEO.
She will just think it's weird.
Respect.
It reminds me of the "you should thank Roland for making us financially stable" nonsense that Murray was spouting yesterday, I would if it were true. If you genuinely see us as customers then at least treat us with the respect that any business would afford it's customers.
She was saying "they don't react like that in a restaurant or cinema, why do they react like that with poor me?" and asking rhetorically "Why do they feel a sense of ownership when they don't have equity?". That she doesn't understand the reasons for that is bad enough, that she says it in public and in such as way to curry favour with her audience is worse.
However, if you are right and we're all wrong she can easily resolved the misunderstanding.
She can respond to Bristol Addicks email and explain what she actually meant, taken out of context, got it wrong, didn't mean to be dismissive of fans and fan loyalty, apologises, actually wants older fans like him, doesn't think he's weird, thanks him for his support and urge him to continue to support HIS team.
And some people still won't believe her but others just might.
Perhaps because of English not being her first language (particularly the use of the word "weird") it came across badly, but I actually believe the point she intended to make was not unreasonable and relatively harmless.
I also agree with Henry that by now she easily could (and should) have corrected the misinterpretation (if that is what it is) by a simple bit of extra communication with the fans, but when they continue not to talk to us directly they just leave a vacuum for rumour and innuendo to flourish and wheeling out batty old Uncle Richard for a pre-scripted 'interview' is not going to fill that vacuum.
Personally I think it is high time we heard from, and had the chance to talk to, Roland himself.