Letter from the Brentford FC boardroom, 13th August 2006
Dear Supporters,
Well haven’t we made a great start to the season? Leroy and the team have done us proud not only with the results but also in the way they have started to play football. Long may it continue!
I do however feel I owe you all an apology for not communicating as regularly as I committed to. The reason for this is because of the absence of a CEO/MD at the Club. As a consequence of this each of the board’s directors had previously taken on oversight of a particular aspect of the running of the Club. The area I took on is customer service and, as an outcome, all my spare time has been put into supporting the Club staff working on different aspects of customer service. Here are the main areas that we have been working on:
- Fans of the Future Football League initiative
- Catering
- Automatic purchase of home Cup tickets for season ticket holders
- Internet ordering of match tickets
- Customer Charter
- Away supporters’ arrangements.
I gave an update on progress in each of these areas in the Blackpool programme and since then have continued to work on catering, Internet ordering of match tickets and away supporters’ arrangements.
The feedback we have received from supporters on the catering has been discussed with Azure and improvements made for this Saturday’s home game. I think this a great indication of both the positive relationship we have with Azure and the recognition that the Club has to improve its service to you the customer.
Final testing of the ticket system will be taking place on Monday 14 August. Whilst this has been slower than we would like it is important that it is right when it is launched.
Following the Blackpool game some refinement was needed to the way we handled entry on matchdays and the staff are working to improve this.
With a demanding full-time job and this work to do at the Club something had to give, and regrettably the frequency of communication has suffered. We are however now close to appointing a new MD. With this position filled my involvement with the various projects should reduce considerably and allow me to communicate with you more frequently.
As far as communication is concerned I will be holding my regular monthly surgery in the Princess Royal public house before this Saturday’s (19 August) home game with Huddersfield Town. I will be there between 1.15 and 2.15 pm. Please come along and meet me and tell me what you think about any aspect of communication, 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.
13th August 2006