PC Plum wrote:
Sorry, I wanted to resist but I can’t.
Hypothetical person G Fax has been watching the Broncos for a number of years. He loved the crack. He provided the Broncos with his contact details and was pleased to regularly receive emails and communications from the club and even had a player phone him up once to convince him to buy a season ticket. The club then went through a few changes and due to incompetence G Fax details were lost / mislaid. The emails and communications dried up and G Fax was very disappointed, but he realised he had a couple of options
1) He decides the Broncos are a complete waste of time because they have stopped communicating with him and decides to spend his hard earned elsewhere.
2) As point 1, but he also takes up the keyboard and shares his issues with the world.
3) He thinks this lack of communication is a pain but is a keen fan and can find out all he needs to on the internet so it’s just another way of information gathering.
4) He buys a ticket on line and assumes his contact details are saved and will be used for future communications.
5) He decides that it is totally unacceptable to cut off the emails and communications as he feels he and his fellow supporters deserve regular club updates, but he decides to do something positive and call the Broncos and give them a piece of his mind and remind them of his contact details.
I wonder which action G Fax took ?
Firstly, your scenario in which the club, with an ever decreasing customer base year on year somehow loses their client list is indicative of how low your expectations have become. Gus is to be applauded for this, because managing your customers expectations is one of the key facets of a successful and lengthy career in sales. It is also totally incorrect for you to assume that they have mislaid this information, because it was available to the world and his wife not 5 weeks ago on-line and I have a perfectly serviceable copy of it myself.
But, just to make you feel all warm and fuzzy inside, I suspect this Mr G Fax would take the route offered by option 5) above, after also exhausting his options with options 2), 3) & 4).
Having made you feel all warm and Fuzzy, I'd like to point out that I still think the concept of it being the customers responsibility to find out what, where and when is on offer is farcical, but to be expected from the basket case that is London Broncos.
Furthermore, whilst we have a member of the RFL marketing team seconded to us, who is updating facebook and other media, might it not be advisable to ask for a copy of the RLWC Semi-final on-line sales database? It may be that Mr G Fax fell out of love with the Broncos over the last 3 years and doesn't give a flying love about the Hive or the Club, but as a supporter of the GAME, he could be enticed to give the club another chance at their new digs? But given you reckon it's the customers responsibility to research everything on-line with no contact from the retailer, I suspect the idea of contacting a lapsed customer or even a new prospective customer would make you turn grey.
So glad you couldn't resist by the way. No amount of typing will ever make your point of view valid in respect of the existing customer being responsible for researching what,where and when is on sale after the store has moved!
