interesting read.
- Thread starter grumpygit
- Start date
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It wasn't me ---- but it could just as easily have been ( or anyone of the other STH.)
I have sympathies for both Mr. Scally and for the fan in question. I don't doubt, for one minute, that trying to maintain the financial integrity of GFC is an extremely difficult task. I understand that Mr. Scally has 'more important' matters to attend - than to be preoccupied with correspondence from a single fan - and that the 'value' in the matter in question, was not time-efficient for 'immediate' attention --- but -- that is no excuse for ignoring repeated correspondence.
I have a 2 year season ticket - which I know is technically not giving me optimum value for money ( compared with the lower ifollow cost for games. ) I accept that circumstances are 'exceptional,' and I personally will not seek any refund for missed games of last season. I am sure that I am not alone with this mindset.
From the available information in the case in hand, I suspect that the fan in question, did not seek a refund - but wished for a clear explanation of the Club's policy on the matter.
It is obvious that the matter only escalated when Mr. Scally / the Club seemingly ignored various forms of communication. - That is unprofessional and arrogant. Such discourtesy will always antagonise people. .........Perhaps if Mr. Scally had 'come out' and asked if fans could waive any claim for a refund, this mess could have been avoided. Mr. Scally could also have said that, if any fan was in particular financial difficulty, he would consider a refund.... This would probably have attracted more compassion for Mr. Scally, and I am sure that most STH would not demand their consumer 'Rights.'
The IFO has not discovered any justifiable reason why the Club should have ignored the fans' request for clarification - until, out of frustration ( at lack of reply to several emails ), the fan has accused Mr. Scally of treating fans as 'cash cows.' .... Is it a coincidence that at this very point (all-of-a-sudden ), Mr. Scally gives recognition to the fan.... The IFO has suggested that the Club would have done well to have a better PR exercise ( nothing new there ! ) -- and it's not the first time that the Club has been criticised for its' inability to 'communicate' (( McCammon / Pulis etc )).
The sorry state of affairs is now a PR disaster - attracting more adverse publicity for the Club. Mr. Scally is the 'professional' in this incident. He is recognised as having ( or should have ), the professional customer relations qualities necessary. The fan is not unlike a 'customer' in other retail establishments. The fan paid for a service / commodity which was not delivered. The fan has, to my mind, been quite patient in waiting for an answer to the restitution question ----- and it has to be remembered that none of us would part with money without getting something ! --- Mr. Scally's intention may not be to treat fans as 'cash cows' - but his / the Clubs' lack of dialogue can easily make it an understandable accusation.....
I have sympathies for both Mr. Scally and for the fan in question. I don't doubt, for one minute, that trying to maintain the financial integrity of GFC is an extremely difficult task. I understand that Mr. Scally has 'more important' matters to attend - than to be preoccupied with correspondence from a single fan - and that the 'value' in the matter in question, was not time-efficient for 'immediate' attention --- but -- that is no excuse for ignoring repeated correspondence.
I have a 2 year season ticket - which I know is technically not giving me optimum value for money ( compared with the lower ifollow cost for games. ) I accept that circumstances are 'exceptional,' and I personally will not seek any refund for missed games of last season. I am sure that I am not alone with this mindset.
From the available information in the case in hand, I suspect that the fan in question, did not seek a refund - but wished for a clear explanation of the Club's policy on the matter.
It is obvious that the matter only escalated when Mr. Scally / the Club seemingly ignored various forms of communication. - That is unprofessional and arrogant. Such discourtesy will always antagonise people. .........Perhaps if Mr. Scally had 'come out' and asked if fans could waive any claim for a refund, this mess could have been avoided. Mr. Scally could also have said that, if any fan was in particular financial difficulty, he would consider a refund.... This would probably have attracted more compassion for Mr. Scally, and I am sure that most STH would not demand their consumer 'Rights.'
The IFO has not discovered any justifiable reason why the Club should have ignored the fans' request for clarification - until, out of frustration ( at lack of reply to several emails ), the fan has accused Mr. Scally of treating fans as 'cash cows.' .... Is it a coincidence that at this very point (all-of-a-sudden ), Mr. Scally gives recognition to the fan.... The IFO has suggested that the Club would have done well to have a better PR exercise ( nothing new there ! ) -- and it's not the first time that the Club has been criticised for its' inability to 'communicate' (( McCammon / Pulis etc )).
The sorry state of affairs is now a PR disaster - attracting more adverse publicity for the Club. Mr. Scally is the 'professional' in this incident. He is recognised as having ( or should have ), the professional customer relations qualities necessary. The fan is not unlike a 'customer' in other retail establishments. The fan paid for a service / commodity which was not delivered. The fan has, to my mind, been quite patient in waiting for an answer to the restitution question ----- and it has to be remembered that none of us would part with money without getting something ! --- Mr. Scally's intention may not be to treat fans as 'cash cows' - but his / the Clubs' lack of dialogue can easily make it an understandable accusation.....
Wow. That soon escalated, said with a slight tongue in cheek.
I can see both sides of the argument. I think it is always worth remembering to be professional when writing any form of complaint, not that I would expect a customer to know what is deemed as professional, afterall some customers will just say as they see, and that will not necessarily be anymore emotive than social media language.
On the other side of the coin it is always worth a company also remembering, they have an image to portray as being professional. I also don't think customers always want reimbursement, unless I'm naive, but more so want an acknowledgment of their feelings.
The once in a lifetime event has caused great hardship to companies and customers alike, so somewhere they have to find a middle ground that keeps both parties happy.
I'm not going to fall either side of the fence on this one. Our Chairman has enough on his plate, and the customer is always right....well not always.
If I'd had been owner of the club over this past year, I'm honest enough to say, I'd have binned it off by now and walked away, the stress aint worth the toll on your life.
I can see both sides of the argument. I think it is always worth remembering to be professional when writing any form of complaint, not that I would expect a customer to know what is deemed as professional, afterall some customers will just say as they see, and that will not necessarily be anymore emotive than social media language.
On the other side of the coin it is always worth a company also remembering, they have an image to portray as being professional. I also don't think customers always want reimbursement, unless I'm naive, but more so want an acknowledgment of their feelings.
The once in a lifetime event has caused great hardship to companies and customers alike, so somewhere they have to find a middle ground that keeps both parties happy.
I'm not going to fall either side of the fence on this one. Our Chairman has enough on his plate, and the customer is always right....well not always.
If I'd had been owner of the club over this past year, I'm honest enough to say, I'd have binned it off by now and walked away, the stress aint worth the toll on your life.
for this season anyway