What’s happened to customer service?, published in Blackpool Programme

Welcome back to Griffin Park for the start of a new season. Whilst you might think the close season is a quiet time of the year at the Club, I can assure it has been quite the reverse with everyone on the Club staff and the board being very busy! In addition to being Supporter Director I have taken on oversight of customer service, which was part of the division of responsibilities that took place amongst the board earlier this year. I think this role fits very nicely with the Supporter Director role as one of the key aspects of the responsibilities is championing the cause of supporters.

I want to update you on some of the things that have been implemented over the close season that affect you, the supporter:

Fans of the Future Football League Initiative

Today the Club are supporting the Football League initiative which encourages the next generation of football supporters. We are doing this by reminding you of our fantastic season ticket schemes we have for the under 16s. Under 7s are entitled to free entry provided they obtain a season ticket whilst under 16s can gain a seasons entry for just £60. We are offering all our junior season ticket holders the chance to enter a great free draw. If you are not a season ticket holder yet you can still enter if you obtain a season ticket before 31 August 2006. For full details please pick up a leaflet at the turnstiles.

Catering

We are delighted to be working with our new catering partner Azure who will not only be looking to supply great quality food but first class service, including reduced queuing times. They showcased their food at the recent Fans’ Forum and we received fantastic feedback about both the quality and the range of the new offerings, especially the curry and noodles. Please give them a try and let us know what you think.

Automatic Purchase of Home Cup Tickets

Would you like to no longer have to make the journey to Griffin Park or make a phone call to secure your home cup ticket? We are offering season ticket holders a guaranteed match ticket for every home cup-tie this season, be it the FA Cup, Carling Cup or Johnstone’s Paint Trophy. In addition, should we progress to the end of season Play Offs, a match ticket for the home leg would also be guaranteed. You should have been sent the details with your season ticket, if not and you are interested please contact the Club.

Internet Ordering of Match Tickets

By the time you read this our facility to order match tickets on the Internet should be ‘live’ on the official website (www.brentfordfc.co.uk). Simply go to the Tickets Section and follow the instructions. By introducing this facility we are making it easier for Internet users to obtain tickets and, as a special promotional limited offer, we are waiving the usual credit card charge when you choose buy this way.

Customer Charter

This season the Club have chosen to make three promises to you our supporters concerning different areas of our service. These promises cover:

I will provide details of these promises together with our Customer Charter in the next home programme.

Stripes Bar

The Club is delighted to have received a grant to carry out work on Stripes bar that will make it available for a broad range of uses throughout the whole week. Due to the timing of the funding and prior commitments made to event organisers, work has just started and is expected to last for four weeks (until the beginning of September). This means that the bar has to close. Azure have agreed to make temporary bar facilities available in the Refreshing Solutions Stand forecourt. The Club will make a full announcement about the development next week. I apologise for any inconvenience the closure may cause.

Away Supporters

Given the financial difficulties we continue to experience at the Club, we are reviewing all areas of our operation to examine costs. With nearly two thirds of the away clubs utilising under 20% of our away capacity we have decided to only open the Ealing Road terrace when there is sufficient demand. Therefore for most games Block A in the Refreshing Solutions Stand will be used as the accommodation for away supporters.

Tell Us What You Think

I will be holding my regular monthly surgery in the Princess Royal public house at our next home game on Saturday, 19 August between 1.15 and 2.15 pm before we play Huddersfield Town. Please come along and meet me and tell me what you think about any aspect of customer service or anything else that is on your mind concerning the Club.

Let’s work together!

Jon Gosling

Comments can either be sent to me on or directly via comments page.

5th August 2006