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RAWA May Collective Meeting Minutes

Have to say that whilst I'm a big believer in the work done by fans groups across the country, and the benefits of two way dialogue, the outcome of our meetings with fan groups just isn't good enough.

It will continue to look like a box-ticking exercise, undertaken reluctantly by the club so they're 'seen' to be engaged with fans, unless they: -
  • Actually act upon feedback
  • Allow fans input before significant (fan-affecting) changes are commenced
  • Broaden where exactly they get such feedback from (these fans groups are still only a small representation of the wider fan base)
  • Considerably improve their subsequent communications to the wider fan-base
Even crap customer service companies do lots of research into the experiences and perceptions of customers. The best of those companies make that research the core of their future work.

When Burwell talks of fans-first, I'm not yet convinced he really knows how to achieve such an objective.
 

the sleeping giant said:
When Burwell talks of fans-first, I'm not yet convinced he really knows how to achieve such an objective.
Click to expand...

He's full of shit. The fans are the last of thier priorities..there is no need to improve fan engagement as they know 40,000+ of us will come running back no matter how many times we get kicked in the nuts

Methven , Davison , Bruce ... All said the same thing in the media about the fans being the number one priority blah blah blah and then did the exact opposite when it came to actual actions

These meetings are proving to be a complete waste of time. The fans groups may aswel just send in pre set questions and allow the club to email the answers back . It would achieve exactly the same thing
 
North Yorks Mackem said:
Disappointing they haven't shifted their stance on the ridiculous ban handed out to the fella who posts on here.

Disappointing they offer no apology in the meeting to those that had newcastle tickets cancelled.

And what exactly is a non segregation match?

That wont happen for a while (personally dont think thats a bad thing) if those are the costs of expanding but they do seem excessive.
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Well it's been 3 since the meeting so have the club contacted anybody,how long has this witch hunt been going on for.has the club stopped the id checks since leeds
 
No matter how many times it’s raised and asked when we are asked for questions, we never seem to get an answer from the club, about addressing the lack of room on the concourses, which not only causes convenience issues for refreshments, but issues accessing toilets, and more worrying only a serious health and safety issue as it must constantly be over capacity during half time.

I genuinely don’t know how the club haven’t had to address it through Health and Safety.
 
Smiter said:
No matter how many times it’s raised and asked when we are asked for questions, we never seem to get an answer from the club, about addressing the lack of room on the concourses, which not only causes convenience issues for refreshments, but issues accessing toilets, and more worrying only a serious health and safety issue as it must constantly be over capacity during half time.

I genuinely don’t know how the club haven’t had to address it through Health and Safety.
Click to expand...

somehow it seems to get worse every game. the chelsea game was probably the worst i've ever seen it in the east stand. the wall of bodies was all the way up the ramp into the seating area. we managed to get down and into the crowd briefly to find our mate but you could hardly even lift your arms up or move where you intended, we just scrambled back up the tunnel and went back to the seats. absolutely lethal for old people or kids
 
Donny Mackem said:
Your point of 50-100 for young fans is a mute point can’t get a ticket if under 14 so your now saying Jonny come lately should get a ticket because he’s taking his 10 year old?
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Nope, but if it makes you and others feel better to deride sections of the fanbase as lesser fans, have at it mate. Also, it's "moot".

Based on points levels from the other thread, those who have been going to the majority of away games and racking up BCPs would have nothing to fear anyway, from what is an entirely hypothetical idea.

At risk of repeating myself, if everyone going has done the hard yards then presumably you see the same faces every fortnight unless it's a low allocation like Bournemouth? I saw the branch furore a few months back and I've obviously got no experience of whether tickets are still re-sold or passed on, given the club seems to be trying to combat that?

If tickets are being resold then that's a whole different can of worms, hence my question, which has oddly gone unanswered. If youngsters going along now have the BCPs because they were doing the likes of Norwich and Cardiff when they were 12/13 (with their parents) then absolutely hats off to them.
 
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LambethMackem said:
£250m for expansion seems way off the mark. Villa’s new stand is £100m, City’s new stand (with a fanzone and luxury hotel included) is £300m.
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It'll be the east and south stand and adding lots of boxes and corporate etc and maybe even bars for general public use before entering.
 
dancingradio said:
Cant believe we binned off Bruce for that mr blah
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he's interim, we didn't bin him off FOR him. Bruce will have been let go for valid reasons. I liked bruce a lot and he really helped us, but in a time where we really need to boost our revenue it's clear we needed an upgrade
 
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BingoBango said:
So....AI chatbots. I really, really do not trust this bloke one bit.
Click to expand...

Absolutely.

The one saving grace of the ticket office is that when you do get through to staff they are generally as helpful as they are allowed to be, and often the reason you are calling them is because of the technology failures.

If people have been abusive towards the ticket office staff, I dread to think what new words the bots will learn.
 
RGZ said:
he's interim, we didn't bin him off FOR him. Bruce will have been let go for valid reasons. I liked bruce a lot and he really helped us, but in a time where we really need to boost our revenue it's clear we needed an upgrade
Click to expand...

I mean they clearly thought he could do a better job than Bruce for this current never ending interim period.

Bruce just didn’t grown the revenues enough which as harsh as it sounds is his core job, not the fan pleasing stuff.

It’s a shame he ever got moved into CEO, and didn’t just continue in his normal job he did when Steve Davison was here.
 
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Smiter said:
I mean they clearly thought he could do a better job than Bruce for this current never ending interim period.

Bruce just didn’t grown the revenues enough which as harsh as it sounds is his core job, not the fan pleasing stuff.

It’s a shame he ever got moved into CEO, and didn’t just continue in his normal job he did when Steve Davison was here.
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By definition, an interim period cannot be never ending.
 
RGZ said:
tbf, it's standard with literally every single company that sells anything these days
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Its a bit like when everyone moved their call centres out to India and then found that pissed their customers off and caused them to look elsewhere, or when software development was "offshored" and resulted in massive knock-on costs because of system failures. Cheapest isn't best.

Unsurprisingly the majority of companies moved them back to the UK.
 
RTGAdmin said:
Its a bit like when everyone moved their call centres out to India and then found that pissed their customers off and caused them to look elsewhere, or when software development was "offshored" and resulted in massive knock-on costs because of system failures. Cheapest isn't best.

Unsurprisingly the majority of companies moved them back to the UK.
Click to expand...
Source for this. I think a few high profile businesses did but the majority remain offshore.
 
RGZ said:
tbf, it's standard with literally every single company that sells anything these days
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That does not make it ok.
RTGAdmin said:
Absolutely.

The one saving grace of the ticket office is that when you do get throught to staff they are generally as helpful as they are allowed to be, and often the reason you are calling them is because of the technology failures.

If people have been abusive towards the ticket office staff, I dread to think what new words the bots will learn.
Click to expand...
Fully agree.
 
the sleeping giant said:
Have to say that whilst I'm a big believer in the work done by fans groups across the country, and the benefits of two way dialogue, the outcome of our meetings with fan groups just isn't good enough.

It will continue to look like a box-ticking exercise, undertaken reluctantly by the club so they're 'seen' to be engaged with fans, unless they: -
  • Actually act upon feedback
  • Allow fans input before significant (fan-affecting) changes are commenced
  • Broaden where exactly they get such feedback from (these fans groups are still only a small representation of the wider fan base)
  • Considerably improve their subsequent communications to the wider fan-base
Even crap customer service companies do lots of research into the experiences and perceptions of customers. The best of those companies make that research the core of their future work.

When Burwell talks of fans-first, I'm not yet convinced he really knows how to achieve such an objective.
Click to expand...

They used to do a tick list at the beginning saying what had been brought up last time and what actions had been done/were being done/were planned. I don't know why they stopped doing this. It's basic SMART objectives to do that.
Smiter said:
No matter how many times it’s raised and asked when we are asked for questions, we never seem to get an answer from the club, about addressing the lack of room on the concourses, which not only causes convenience issues for refreshments, but issues accessing toilets, and more worrying only a serious health and safety issue as it must constantly be over capacity during half time.

I genuinely don’t know how the club haven’t had to address it through Health and Safety.
Click to expand...

It's bad getting into the concourse from the SEC. You know how you have three lanes leading from the stadium into the concourse. People stand with drinks in the two outside lanes meaning all the people going in and out have to push past each other in the middle lane. People also stand and talk on the walkway between the upper and lower seat sections, including at the bottom of the stairs and block people moving past. There are stewards there but they just stand there instead of telling people to move on and keep the accessways clear.

I usually leave for a wee on the half time whistle. It takes me most of half time to battle my way downstairs, use the loo and then battle my way back up.
Bossworld said:
If youngsters going along now have the BCPs because they were doing the likes of Norwich and Cardiff when they were 12/13 (with their parents) then absolutely hats off to them.
Click to expand...

I took my bairn to the 5-1 defeat at Rotherham and she should have been at the 6-0 Bolton match but luckily she caught covid and wasn't able to travel.
 
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