How can LCFC improve its customer service?

[Daggers]

1 hour 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. 

Yep. Seems painfully obvious to me that those who have been appointed to decision making positions either hold fans in low regard or simply don't understand football fans at all - either way, it makes for cataclysmically poor optics. In turn, this feeds into my belief that the club simply doesn't understand what it means to be a club anymore. I'm sure that the board's intentions are good, they are simply lacking judgement and being ill advised.

 

The key is opening up to opinion, being brave enough to be criticised. Until they can do this the situation is simply going to become more sour.

[Rusko187]

4 hours ago, jammie82uk said:

Maybe the above comment answers the below comment?

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

 

 

That wasn't a contradiction, it was merely pointing the fact that prior to all the increased checks there has never been any trouble aside from colourful language given to away fans.

 

And also, the link you have added was at St Marys.

[FLAN]

Dear club. Try buying a drink before the game or at half time and experience the complete apathy of the staff 

[Vlad the Fox]

8 hours ago, FLAN said:

Dear club. Try buying a drink before the game or at half time and experience the complete apathy of the staff 

What’s the point of the the screens they’ve installed for ordering food and drinks? My mate went to get something at half time, looked at the screens you order from and then looked at the massive queue to receive the food and drink and didn’t bother. 
 

And let’s face it, if you do want something to eat and drink you need to go down before half time to give yourself time to get it, eat and drink it then get back up before the second half kicks off.

Edited 15 March 2023 by Vlad the Fox

[CosbehFox]

15 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.

Stadt summed it up as cohesively as I could. 

 

They've boosted up middle management with people whose CVs display America Cup sailing, UEFA, Ricoh Arena (lol) and other corporate sporting companies. Leicester City FC doesn't fit that idea of corporate entity. It is still a football club very much with its fanbase from working class foundations. The irony is a lot of these middle management people coast along on the same old ideas rather than fresh innovative thinking (the club are so far behind on patterns of what football fans want). 

 

They have consistently taken the public interface side as well - no ticket office. Pulled the twitter handle when it was correctly getting stick. 

 

Generally, there has been no improvement of the 'customer' side of things during KP's spell. The same problems exist what existed when they bought the club. This whole away ticket ID thing is completely of their own making. 

 

They've got to get someone in as a go-between from fan to club - as the ones who are there (who do a decent job) are too institutionalised to the failings and don't want to change the cycle. 

[CosbehFox]

13 hours ago, David Hankey said:

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.

Yes to the point they've have signed up under alias to argue the case for the club on customer matters. 

 

I suspect they are watching the ticketing forum at the moment like hawks too. 

[ultrafox]

34 minutes ago, Vlad the Fox said:

 

And let’s face it, if you do want something to eat and drink you need to go down before half time to give yourself time to get it, eat and drink it then get back up before the second half kicks off.

Did that at the Spurs game. Went down at 43'. Joined the queue, missed Nachos goal and only got served 2 minutes before the restart.  The staff looked like they were trained by Soumare...just taking their time...I mean why rush, eh?

 

Edited 15 March 2023 by ultrafox

[FLAN]

34 minutes ago, Vlad the Fox said:

What’s the point of the the screens they’ve installed for ordering food and drinks? My mate went to get something at half time, looked at the screens you order from and then looked at the massive queue to receive the food and drink and didn’t bother. 
 

And let’s face it, if you do want something to eat and drink you need to go down before half time to give yourself time to get it, eat and drink it then get back up before the second half kicks off.

First few weeks it seemed to work. I’m sure now that was because nobody was using it 

[FLAN]

Why did they stop the people selling pints on the concourse?  Seemed to work really well and reduce queues 

[phoneticerror]

21 hours ago, Wymsey said:

Personally, I really only have customer service contact at the club via the bar areas on match days.

 

Have to admit some of the young staff need to be more aware of the importance of customer service - for example, heard a staff member say on Saturday to a customer: "Be careful, the pie not be as tasty as it looks" when the customer was given a pie (much to the surprise of the customer)..

Just a bit of common sense is what I’d like.

 

I’ve had one of the nobheads in the Fan Store pretend that they put the wrong number on the back of my 7 year olds kit. But he let the joke go on for way too long, saying that once shirts are printed on etc they can’t exchange or redo it. I was fairly confident he was letting a joke go too far, but it was a long back and forth and a child of that age doesn’t understand that.

I remember when I first started taking my lad when he was 6. Very shy lad back then. We entered the stadium and were sitting at the front. This big lass steward stomped over, getting in his face and talking to him. He looked terrified (I’ll put a photo below of a vague representation of her and you’ll understand). She then proceeded to tell him that if he didn’t talk to her, she’d tell Filbert Fox to ignore him, and make Leicester lose. Filbert never came by us and we lost the game. He thought it was his fault for ages 😂

 

 

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Edited 15 March 2023 by phoneticerror

[lcfc278]

I might be misremembering this but didn't the club appoint a fan spokesperson or a fan representative or something not so long back? Supposed to be a fan that helps give the general opinions and feelings of the fans to the club or something? What are they doing? Are they still there? 

 

You could make a list of at least 4 or 5 pressing off-field issues from this thread or others, that need addressing or that the club needs to communicate better about.  

[jammie82uk]

11 hours ago, Rusko187 said:

And also, the link you have added was at St Marys.

Yes that was intentional…. To point out Searches do happen to home fans at other clubs

[Rusko187]

3 hours ago, ultrafox said:

Did that at the Spurs game. Went down at 43'. Joined the queue, missed Nachos goal and only got served 2 minutes before the restart.  The staff looked like they were trained by Soumare...just taking their time...I mean why rush, eh?

 

Optimum time to go down is between 35-39 minutes.. anything after and you're screwed. Countless times I've missed goals because of it  

[Winchesterfox]

Wouldn't take Einstein to introduce pre-ordering for half-time food and drink.  

[Rusko187]

3 minutes ago, Winchesterfox said:

Wouldn't take Einstein to introduce pre-ordering for half-time food and drink.  

They do that, it's still crap.

[Guest Fox99]

The best point of contact for feedback is probably [email protected]. To be fair to the club, they have in recent times actively invited fans for views through emails. Given they have shown a willingness to do this, goal music for example is an ideal one for them to gain specific feedback on and has been done by other clubs.

Edited 15 March 2023 by AlexFT