Members survey

[kevrenor]

I presume others have received the Chairman's letter and link to the survey.

They know who I am so I don't mind sharing my quickly put together thoughts when asked:

"I believe that the club has slackened off in it's engagement with paid-up members and the wider Mariners committed fan community (not just on the Coast). Lack of post-match functions, no Christmas party (eg. Mingara), apparent low level of engagement and support for the Marinators Club (I am a member), lack pro-active aid to fans trevelling away (transport, tickets, functions). Pre-match entrertainment which is intrusive and NOISY rather than attractive to many fans, and limits any real football atmosphere being developed. There are many active and committed supporters around the stadium but they are treated like customers not fans. The club's communication is often marketing based, with not enough opening up with members as 'fans' and as committed supporters of the club. If the games had to be moved to Canberra then that should have been honestly reported early to members, and tickets made available easily to those who wanted to stump up big bucks to travel there to support the team (not have to pick them up during business hours on the Coast when a large % work/live in Sydney.  The debacle of the Asian Champions League campaign was another case in point - if we can't afford to buy players to meet the required level, say so, don't bullshit! Lyall, get on the forums and facebook etc. like other Chairmen, and talk and listen to the fans. I'm rusted on ... but thousands have proved by not being there, that they need better from the club"

 

[Paolo]

I expressed similar sentiments re: them being more open and honest with fans rather then bull shitting to us

 

[FFC Mariner]

I made the point that if you treat fans as mere customers you cant afford to let your product quality slip (we did).

Said that the lack of transparency around the moving of games to Canberra (the pitch bullshit got trotted out in the letter), no post match functions etc etc were poor decisions and needed to be fixed.

However, this may be an indication that they realise there are issues and if this the case, good initiative.

 

[mariners4ever]

this may be an indication that they realise there are issues and if this the case, good initiative.

+1
i think next year will hopefully be a really good season on and off, looks like the board has realised that the members arent exactly getting what they want and they have responded with something positive like this survey

 

[FFC Mariner]

I know a few sponsors who have had a fair bit to say about how they feel they were treated administratively last season.

All organisations f**k up - if they recognise it and try to fix it, all good

 

[offtheball]

Chairman's letter says there has been strong senior recruitment with more to come.

What recruitment? McBreen?

 

[FFC Mariner]

That we know of..........

 

[MrCelery]

My main comment was a rather selfish one, eg. don't forget in their promotions to include the 'outer suburbs' such as Sydney and Newcastle. Fans that are loyal but have to travel a long way to games.

Attention first and foremost should be to locals. That is as it should be. But with a limited catchment, a little effort to draw in the outer areas should be considered.

I agree with Chris's comment about match day entertainment. It is a continual barrage of noise that irritates rather than entertains. Sponsors need to be catered for, but not in such a way that pisses people off.

 

[jiggles]

I got an email with "FWD: Chairmens Letter" in the subject...but it said "Thank you, your email address has been changed in our system" so I never saw the actual email...le sigh.

 

[radar]

I got an email with heading "A letter(message?) from the Mariners" but accidentally deleted it - can someone hook me up?

 

[Bex]

I did the survey and added the appropriate comments about Bluetongue turf repairs and the associated and inappropriate mid season lull in my ability to support my team.

 

[fedelta]

I got an email with "FWD: Chairmens Letter" in the subject...but it said "Thank you, your email address has been changed in our system" so I never saw the actual email...le sigh.

bl.

 

[pjennings]

I know this isn't exactly about the members survey - but it covers similar territory.

I saw it on another forum and thought this is how I would like the the Mariners Board and management to think.

It's apparently out of Peter Wilt's (Former Chicago Fire CEO, current Chicago Red Stars & Milwaukee Wave CEO) book.

http://pitchinvasion.net/blog/2009/08/19/this-should-be-fun/


Quote:
1. FANS ARE IN CHARGE. While professional soccer teams have an ultimate fiduciary responsibility to the investors in the team, I believe two important factors steer decision making towards the premise that soccer executives should work for the fans. First, professional sports teams are a community asset that represents the community in a fashion unlike any traditional business. The investors are (usually temporary) caretakers of this asset for the fans. Secondly, what is good for the fans is usually good for the organization and investors. If the fans are happy, engaged and supportive of the team, they will spend more money, watch more game broadcasts and promote the team better themselves. Fans, and I am one also, ultimately cheer for the badge, the team it represents. They dont cheer for the organization or the owners.

2. WE ALL SELL. Sometimes it seems that everyone wants to get into sports, but few want to get into sports sales. The truth is that EVERYONE in sports needs to sell their team and their sport, whether its in the traditional sales sense or not. Of course ticket and sponsor sales staff sell, but its important for all staff to keep their sales hat on constantly whether theyre in operations, marketing, accounting, team administration or communications. Hiring staff with this mindset and indoctrinating this mentality creates a culture of sales that pays dividends directly and indirectly.

3. TARGET THE SALES AND MARKETING EFFORTS. The market place is huge and cluttered and soccer teams are always short of resources, both human and financial. While there may be some incremental sales and value to a general audience sales and marketing plan, the preponderance of resources should be used to sell to those who are ALREADY economically and emotionally attached to the sport (the soccer community). An exception to this is with a startup, which needs to establish a brand in a community at large in order to gain credibility and relevance with media and corporate decision makers.

4. BUILD A GOOD STAFF. It sounds simple. Hire hard working, talented people with good character move all others along. I also believe in the importance of a diverse staff and promoting from within. I like to hire entry level employees from an intern pool, because we have had the opportunity to see their skills, work ethic and passion first hand.

5. BE A GOOD LISTENER. This is more than a management skill. It is an important way to learn ways to improve your business and to help reach agreement in negotiations whether its a sponsorship deal, a youth soccer club partnership or a trade with another team. If you know what the other party wants and youre able to put yourself in their shoes youll be much more successful in creating agreements that are positive for all parties. Paying attention to fans is another way to benefit by being a good listener.

6. TRANSPARENCY IS GENERALLY GOOD. If you believe in your organizations integrity, intelligence and decision making ability, you should not only have no fear of the public seeing into your organization, you should welcome it. There are certain caveats to this such as privacy needs for many personnel, financial and health issues. But in general, providing insight into an organizations decision making invariably improves fan relations and fan support. Transparency, i.e. public explanation of decisions and situations, takes away the mystery and allows the team to provide context into its decisions. It also engages the fans in a positive manner that allows them to gain understanding.

7. PROVIDE GOOD CUSTOMER SERVICE. Like common sense, good customer service is something that everyone thinks they have, but surprisingly few actually do. Good customer service is the cheapest and best form of advertising and business retention. Customer service is a process and a culture that develops over time through consistent, honest and fair actions and communication with all team stake holders. The result is a team and organization that fans, sponsors, media and observers all feel good about and willing to support and even evangelize.

8. MAKE FAN(atic)S NOT SPECTATORS. Getting people to ATTEND soccer games in the United States is difficult. Getting them to CARE deeply about the sport, team and League to follow on their own is even more difficult, but long term is more important.

9. CREATE EMOTIONAL CONNECTIONS. The best way to get people to care about the local team is to provide opportunities for personal contact with the team (players, coaches and staff). This can be done in person one on one, in small and large groups and virtually via countless online social marketing tools.

10. BE AUTHENTIC. Dont try to be something you are not, whether as an individual or as an organization. Its much easier to be yourself and more effective.

 

 

[Roy Law]

2. WE ALL SELL. Lawrie absolutely understands this but some others don't. Last year I wanted to move membership to a different bay. (adding an extra person, too) but by mistake the club sent it for my old location. I went to the offices at Tuggerah to get it corrected. The lady behind the desk was very helpful but the young man who actually changed the tickets couldn't have been more miserable. He implied it was my fault and seemed to begrudge making the change. What he should have said is "a pleasure to help; welcome to the Mariners for another great season; thankyou for your support; thankyou for bringing another person with you to the games etc etc..."
But he didn't - he didn't SELL.

 

[Roy Law]

5. BE A GOOD LISTENER...6. TRANSPARENCY IS GENERALLY GOOD.
I wonder if Lyall ever reads this website?