Wednesday 7th May, 20086 years ago, at the start of May

Where Do The Good Times Start When The Fans Contact The Club Once A Year?

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Today I got a message on my Facebook page – yes dear reader even the bloke what does BfB wastes time on Facebook – talking to me about trying to help City reach the 9,000 mark for season ticket sales. Have a visit and think about how City are using modern media to promoted the club which is welcome and a turn away from the face of most football clubs.

On Saturday I stood under canopy at Valley Parade at midday queuing for the single window of the ticket office to renew my season ticket and as each of the six or seven people in front of me were processed slowly. It was not cold and there was no wind whipping past the ticket office. The queue moved slowly but this was understandable because applications that go beyond the simple take time and the one guy processing them was working as fast as he could but in the end he is still one guy.

“I hope this is a simple one,” he commented as I got to the front and it was and I left having queued for a long time that kept within the limited of what could be called acceptable – probably because I was not too cold or too wet – and went on my way and my issue is not that I felt like I had been treated badly just that I did not feel as if I had been treated well.

The largest club superstore is attached to the ticket office. It is big, it is warm, it is empty – more or less – and in my head I picture a sofa with a coffee pot waiting for you as you go through the details of your application opposite the same man who rather than having to shout through a glass wall is opposite with a laptop in front of him entering information. I imagine the kids that were wandering around me outside watching the TV screens of the Manchester United game or browsing for products. I imagine a much more welcoming experience of renewing a season ticket.

For this May ritual of renewal is – for many people – the only contact with the club outside of a match day environment and while it is very typical of the rest of the game it is hardly something that one would relish and perhaps the club that lead the way in season ticket pricing might look at the way that tickets are renewed.

The day of treating all football supporters as if they are potentially violent thugs one must be separated from by sheets of glass are surely behind us and with so much space available to the club and understanding the unique nature of this contact between club and fan could more effort not be made to make a better experience?

A comfy place to sit while you are dealt with and a warm environment around you is going to make for a more pleasant half hour than one current enjoys when making the once yearly contact. The club that led the way on customer pricing can also start to make moves on customer service. I’ve no complaints with how I was treated when getting my season ticket but with some care and attention it could go from necessary evil to a comfortable, rich and enjoyable way of the club saying Hi to its main backers once a year.

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One Comment

  1. Tom from Bingley says:

    I believe part of the shop could be transformed into a season ticket consultation area, similar to the environment in a Bank or Travel Agent. At this point, Fans (Customers) would be engaged in the club’s shop and merchandising perspectives are vastly increased.

    I’m just worried for the time when I go to get my season ticket, knowing my luck; it will be both rainy and windy!!

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