How can LCFC improve its customer service?

[Solihullfox]

1 minute ago, don_danbury said:

sack brendan rodgers to start 

WINNER !

[Stuntman_Mike]

46 minutes ago, Supergray22 said:

Simple. Listen to customers. 

The fact you used the word customer sums up alot of the problems. 

[Rusko187]

In recent times, getting into L1 feels like you're trying to access Area 51 (I assume to be the case at least any way). Tickets repeatedly checked and can be anything between 1-3 times (that's not including the turnstile), the full cavity search before coming in feels largely unnecessary given that in all the years I've been in L1.. there's never been any major issues.

 

You're largely treated like a 3rd rate citizen, couple that with the fact that it's expensive going to the football and the crap they serve up on the pitch.. it really feels like I'm questioning this club more and more.

[kingcarr21]

Turn it into fan service instead of customer service

[Vazman]

I think if we Won a few more Home matches or even gave it a 100%, there wouldn't be half the complaints flying around, I'd quite happily eat a shit pie, and have a flat beer if the Results and performances improved, you might even see the atmosphere in the stadium improve. 

 

If we weren't in such decline with the Football this thread and about 3 others wouldn't exist, we are all pissed off and feeling crap, so picking holes in everything, remove a certain person all of a sudden everything looks rosy.

[Lcfc098]

10 minutes ago, Vazman said:

I think if we Won a few more Home matches or even gave it a 100%, there wouldn't be half the complaints flying around, I'd quite happily eat a shit pie, and have a flat beer if the Results and performances improved, you might even see the atmosphere in the stadium improve. 

 

If we weren't in such decline with the Football this thread and about 3 others wouldn't exist, we are all pissed off and feeling crap, so picking holes in everything, remove a certain person all of a sudden everything looks rosy.

No. Just people notice more things when the football on the pitch isn't going well. People used to show a blind eye to it because the club knew people would come regardless as we were good on the pitch

[Vazman]

Just now, Lcfc098 said:

No. Just people notice more things when the football on the pitch isn't going well. People used to show a blind eye to it because the club knew people would come regardless as we were good on the pitch

That was my point, not disagreeing with you 

[Stadt]

The FCC is often pushed back, the selection criteria isn't very transparent either. It's like nobody at the club can handle any criticism at all so very safe, uncritical faces are selected.

 

The communication is essentially absent too, Top's programme notes barely count. First game of last season, we had to tap the cards instead of inserting them, did they ever actually tell us that? No wonder the queues were huge.

 

The operations, security and 'match day' functions seem hellbent on antagonising our fans and totally sanitising an already drab, hyper-safe friendly experience

 

Ticketing gets worse by the season. No sign of improvement.

 

There's a relentless push to move away from anything physical, do we actually have a ticket office? Season cards are clearly a huge inconvenience to them.

 

They have to put their ego aside, actually engage with the fanbase and find out what isn't working instead of listening to nodding sycophants. The whole club has coasted off the back of on-pitch success. There's nowhere to hide now fans are pissed off.

 

Susan Whelan manages to avoid of lot of flak on here but she's in charge of the non-footballing side of things and they just seem to get worse.

[kingkisnorbo]

Employ attentive people who support the football club. At the very least people who know/care about football. Not one decision made by middle management is a reflection of somebody who is engaged with fans and how they think. 

[Tommy G]

4 hours ago, grobyfox1990 said:

All good in theory but the take up for that would be awful I reckon, solely judging by the meltdown on here and Twitter when anything tech-related is introduced. You'd end up with a tiny minority replying, and the results being inconclusive and/or immaterial.

Yes but how difficult is it to reply to a survey monkey mail shot? If you can’t manage to do that or even be arsed then your opinion on getting stuff changed doesn’t really count. 

[SK3Blue]

Turn the goal music off for good. 

[justfoxes]

Give free beer to act as an analgesic to soften the Schitt performances !!

 

Or employ one of you lot from FT to cheer up the mood !! 🤪😂😉

Edited 14 March 2023 by justfoxes

[Rusko187]

Swap the family stand with SK1.

 

Bring back Pukkas balti pies!!

[jammie82uk]

2 hours ago, Rusko187 said:

the full cavity search before coming in feels largely unnecessary given that in all the years I've been in L1…

Maybe the above comment answers the below comment?

2 hours ago, Rusko187 said:

there's never been any major issues.

if you haven’t already then give this topic a read you might realize it’s not just our club that conducts searches 

 

 

[David Hankey]

7 hours ago, Wymsey said:

If the club have people who view this forum, which am sure they do, what would you advise to them - in terms of addressing any issues in how they treat their customers/supporters (i.e., yourselves) that you've encountered with the club?

Are we certain people at the Club read/view this Forum, if not this exercise is a bit pointless.

 

Far better to contact them directly to air your opinions whether that's a plaudit or a brickbat. Of course it doesn't mean they will listen.

[HybridFox]

They don't even bother with the fans forum these days. Don't recall one for the last couple of seasons

[Daggers]

5 hours ago, Mee-9 said:

Get a group of supporters together that represent a fair section of the fan base. (Not just Union FS, or West Standers)

 

Get a fan committee who consult on how to make the match day experience better, and what we want it to be. They could also consult on matters of importance such as the current situation. 

 

Regular meetings (twice monthly) and make the wider fanbase aware that problems and issues can be submitted to be discussed at these meetings. 
 

Representatives of the club need to be there too. 

This. 
 

I’ve written about this a lot recently so won’t bother repeating myself here beyond adding the club has to begin actively listening and acting upon what it hears. 

[yorkie1999]

I think that, like a lot of clubs these days, that the "club" is not just the club!!

[SystonFox]

7 hours ago, jonathan_ross said:

The balloting system on away tickets is unfair to season ticket holders and even most members entering the ballot as it obviously only serves as a means for the club to allocate tickets 'selectively'.

Personally I think the ballot is a hoax anyway. 

[Sly]

Football

Is

Changing

 

We’re one stop away from having a half time performance from Hanson, smashing out “Um Bop”.

 

 

[Skid_1884]

Give everyone free donuts

[jonathan_ross]

4 hours ago, Stadt said:

The FCC is often pushed back, the selection criteria isn't very transparent either. It's like nobody at the club can handle any criticism at all so very safe, uncritical faces are selected.

 

The communication is essentially absent too, Top's programme notes barely count. First game of last season, we had to tap the cards instead of inserting them, did they ever actually tell us that? No wonder the queues were huge.

 

The operations, security and 'match day' functions seem hellbent on antagonising our fans and totally sanitising an already drab, hyper-safe friendly experience

 

Ticketing gets worse by the season. No sign of improvement.

 

There's a relentless push to move away from anything physical, do we actually have a ticket office? Season cards are clearly a huge inconvenience to them.

 

They have to put their ego aside, actually engage with the fanbase and find out what isn't working instead of listening to nodding sycophants. The whole club has coasted off the back of on-pitch success. There's nowhere to hide now fans are pissed off.

 

Susan Whelan manages to avoid of lot of flak on here but she's in charge of the non-footballing side of things and they just seem to get worse.

Surely this platform can influence change, after all remember when Ian Stringer was close to getting dropped by radio Leicester during the Pearson era from all the negative backlash of disgruntled supporters, this forum being a big contributing factor.

[Guest Mee-9]

2 hours ago, Daggers said:

This. 
 

I’ve written about this a lot recently so won’t bother repeating myself here beyond adding the club has to begin actively listening and acting upon what it hears. 

It has to be a cross section of the fanbase, not just some vocal few. Made up of everyone.

 

There has to be greater consultation with the fanbase. We've gone from being a club where the owners were loved, to one which large parts of the supporters loathe the hierarchy and the way the club is run. 

 

Most importantly though is the club need to listen. They've become a faceless entity sadly, even people who used to work in the ticket office have moved to senior positions, and lets face it, it's these people who are putting in place ridiculous policies. 

[SemperEadem]

A lot of the problems people are raising were still there a few years back. Just many ignored them whilst the team won.

[Wymsey]

6 minutes ago, Mee-9 said:

It has to be a cross section of the fanbase, not just some vocal few. Made up of everyone.

 

There has to be greater consultation with the fanbase. We've gone from being a club where the owners were loved, to one which large parts of the supporters loathe the hierarchy and the way the club is run. 

 

Most importantly though is the club need to listen. They've become a faceless entity sadly, even people who used to work in the ticket office have moved to senior positions, and lets face it, it's these people who are putting in place ridiculous policies. 

Is Jim still there?

He used to be quite good with solving issues in the past.