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Post by Lakeland Potter on Apr 21, 2014 11:20:52 GMT
Whilst you are on Angela, why is it that the club does not have a bank style "single queue system" for the food and drink sales. Banks do it, Post Offices do it, The UK Border Agency does it at airports, some other clubs do it, - even our club shop does it! But not the food and drink outlets in the concourses at the Brit. Why? It surely wouldn't cost much and it would be so much easier than the present free for all of standing three deep at the counter and trying to catch the eye of a member of the catering staff.
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Post by Paul Spencer on Apr 21, 2014 11:41:15 GMT
I have read all the recent posts and will again bring up the points mentioned. The situation re the disabled supporters and entrance has been brought to the attention of the club on 3 separate occasions and also with the person in charge of this section who is employed by the club. Can I suggest that as well as myself bringing this to the club's attention again that you e mail supporter liaison too please? As for who was consulted q , again the club informed us as they did on the 4 month plan that steps had been taken. Clearly the 4 month option has to be clarified and I will suggest that it is reinstated next season. I will bring up every point mentioned in this thread on Saturday and I will try to get the answers, and the actions that we all want. It gives me no pleasure having to continually go back over old ground and we are aware that the communication with the club and to the fans can be greatly improved. We are trying and will continue to do so. I really hope that some of you who share the same passion as myself for our club consider standing for the council. Thanks as ever for your comments. That's great Ange - thanks for doing this. Will you report the questions that you ask and the answers that you receive on this thread please? I've just (literally 5 minutes ago) listened to the Knot fm community broadcast from last night. Obviously anybody who didn't listen to the broadcast won't know that you wanted the club to apologise to the supporters for removing the 4 month plan at such short notice. This is exactly the sort of thing that people will want to know about and the fact that they don't know, then makes the council appear toothless when supporters have only the heavily edited (and dare I suggest manipulated?) minutes to go on. You've got a great platform here to get your message across and I think the fact that you didn't report back on here after the last meeting, left a lot of people feeling disappointed and let down. Many thanks again.
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Post by followyoudown on Apr 21, 2014 11:43:12 GMT
I'd have thought the club is in breach of the equality act by refusing to upgrade disabled tickets as they will do this for OAP and junior tickets I believe.
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Post by bayernoatcake on Apr 21, 2014 11:48:28 GMT
Whilst you are on Angela, why is it that the club does not have a bank style "single queue system" for the food and drink sales. Banks do it, Post Offices do it, The UK Border Agency does it at airports, some other clubs do it, - even our club shop does it! But not the food and drink outlets in the concourses at the Brit. Why? It surely wouldn't cost much and it would be so much easier than the present free for all of standing three deep at the counter and trying to catch the eye of a member of the catering staff. It'll be a question of space won't it? I know in the Seddon where I sit if barriers were put for the food outlets, there wouldn't be enough room to walk through. There's probably only a 20/30 foot gap from the food outlet to the wall where the toilets are anyway. From what I've watched the reserves in the JSL, You could maybe have them there as it seems a lot bigger. Not a clue about the Boothen or South Stand.
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Post by Lakeland Potter on Apr 21, 2014 12:10:08 GMT
Whilst you are on Angela, why is it that the club does not have a bank style "single queue system" for the food and drink sales. Banks do it, Post Offices do it, The UK Border Agency does it at airports, some other clubs do it, - even our club shop does it! But not the food and drink outlets in the concourses at the Brit. Why? It surely wouldn't cost much and it would be so much easier than the present free for all of standing three deep at the counter and trying to catch the eye of a member of the catering staff. It'll be a question of space won't it? I know in the Seddon where I sit if barriers were put for the food outlets, there wouldn't be enough room to walk through. There's probably only a 20/30 foot gap from the food outlet to the wall where the toilets are anyway. From what I've watched the reserves in the JSL, You could maybe have them there as it seems a lot bigger. Not a clue about the Boothen or South Stand. The Boothen, South and Seddon/Novus concourses, are all at the MINIMUM size (for the number of people the stands hold) allowed in the "Green Book" which determines these things. The lower tier concourse of the main stand is, as you say, significantly bigger. I still think there is room for a queue "snake" in front of the counter in our stands but I agree it is tight. Another example of poor design - but it could be improved by putting the catering outlets as add ons outside the concourse (opening into it), or, better still by moving the back wall of the concourses out by, maybe, 10 feet. I bet if the catering area used by the directors' box was as crowded as we have to put up with, they'd soon find a way to improve matters.
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Post by miggo on Apr 21, 2014 12:12:56 GMT
Whilst you are on Angela, why is it that the club does not have a bank style "single queue system" for the food and drink sales. Banks do it, Post Offices do it, The UK Border Agency does it at airports, some other clubs do it, - even our club shop does it! But not the food and drink outlets in the concourses at the Brit. Why? It surely wouldn't cost much and it would be so much easier than the present free for all of standing three deep at the counter and trying to catch the eye of a member of the catering staff. It'll be a question of space won't it? I know in the Seddon where I sit if barriers were put for the food outlets, there wouldn't be enough room to walk through. There's probably only a 20/30 foot gap from the food outlet to the wall where the toilets are anyway. From what I've watched the reserves in the JSL, You could maybe have them there as it seems a lot bigger. Not a clue about the Boothen or South Stand. Most definitely there is no chance of fitting these due to our very poorly designed concourse. One question I've always wanted to ask why do they sell hotdogs in every stand except the boothen? Very trivial I know but they are quite tasty and sometimes you wanna mix it up from a bit of pastry. Sent from my C6603 using proboards
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Post by bayernoatcake on Apr 21, 2014 12:13:26 GMT
It'll be a question of space won't it? I know in the Seddon where I sit if barriers were put for the food outlets, there wouldn't be enough room to walk through. There's probably only a 20/30 foot gap from the food outlet to the wall where the toilets are anyway. From what I've watched the reserves in the JSL, You could maybe have them there as it seems a lot bigger. Not a clue about the Boothen or South Stand. The Boothen, South and Seddon/Novus concourses, are all at the MINIMUM size (for the number of people the stands hold) allowed in the "Green Book" which determines these things. The lower tier concourse of the main stand is, as you say, significantly bigger. I still think there is room for a queue "snake" in front of the counter in our stands but I agree it is tight. Another example of poor design - but it could be improved by putting the catering outlets as add ons outside the concourse (opening into it), or, better still by moving the back wall of the concourses out by, maybe, 10 feet. I bet if the catering area used by the directors' box was as crowded as we have to put up with, they'd soon find a way to improve matters. For the planning for the new stands wasn't the Seddon significantly smaller than the others? I really don't think there would be. I get to the ground at about 10 to 3 and usually to get to the entrance to the stand I have to walk through where the food area is, there's no room else to get through. They do need to make them bigger though.
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Post by Lakeland Potter on Apr 21, 2014 12:29:39 GMT
The Boothen, South and Seddon/Novus concourses, are all at the MINIMUM size (for the number of people the stands hold) allowed in the "Green Book" which determines these things. The lower tier concourse of the main stand is, as you say, significantly bigger. I still think there is room for a queue "snake" in front of the counter in our stands but I agree it is tight. Another example of poor design - but it could be improved by putting the catering outlets as add ons outside the concourse (opening into it), or, better still by moving the back wall of the concourses out by, maybe, 10 feet. I bet if the catering area used by the directors' box was as crowded as we have to put up with, they'd soon find a way to improve matters. For the planning for the new stands wasn't the Seddon significantly smaller than the others? I really don't think there would be. I get to the ground at about 10 to 3 and usually to get to the entrance to the stand I have to walk through where the food area is, there's no room else to get through. They do need to make them bigger though. I think it was as part of the planning process for the new scoreboard corner, but the club did release the councourse capacity figures in relation to the stand capacity a year or so back. The Seddon, the Boothen and the South stand all had concourses which were the same size in relation to the capacities of the stands they served and all three were at the minimum level acceptable these days with the main stand (lower) being significantly above minimum. Malcolm Clarke knows all there it to know about the Green Book or whatever it is called. Incidentally, I reckon the concourse in the upper tier of Villa Park where they put the away fans, is the most cramped I have ever been in. Well below what would be allowed if they were building it today. You have time to go to the loo OR buy a coffee at half time - you can't do both!
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Post by Stafford-Stokie on Apr 21, 2014 12:33:51 GMT
If people cleared away from the front of the food counters after being served it would help. They could just move down a bit where there are no food counters. They should move the TV screens down away from the counters as well to encourage people away.
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Post by Deleted on Apr 21, 2014 12:36:07 GMT
Whilst you are on Angela, why is it that the club does not have a bank style "single queue system" for the food and drink sales. Banks do it, Post Offices do it, The UK Border Agency does it at airports, some other clubs do it, - even our club shop does it! But not the food and drink outlets in the concourses at the Brit. Why? It surely wouldn't cost much and it would be so much easier than the present free for all of standing three deep at the counter and trying to catch the eye of a member of the catering staff. It'll be a question of space won't it? I know in the Seddon where I sit if barriers were put for the food outlets, there wouldn't be enough room to walk through. There's probably only a 20/30 foot gap from the food outlet to the wall where the toilets are anyway. From what I've watched the reserves in the JSL, You could maybe have them there as it seems a lot bigger. Not a clue about the Boothen or South Stand. Blackburn Rovers have a very small concourse and they operate a turnstile type system that was very effective last time I went. I was very impressed.
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Post by bayernoatcake on Apr 21, 2014 12:48:32 GMT
I have it in my head that the Seddon was at something like 80% at what it should be? That's probably wrong but I thought that's what it said in the plans for the new corners.
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Post by Lakeland Potter on Apr 21, 2014 14:20:06 GMT
I have it in my head that the Seddon was at something like 80% at what it should be? That's probably wrong but I thought that's what it said in the plans for the new corners. I don't think so the "profile" of the Seddon and the Boothen stands is the same (same angles and same number of rows - 38)and the concourses underneath are also the same depth as each other. Delilah's takes a similar chunk out of the concourses for both stands. The only slight thing which could make the Seddon more crowded is that it also loses a bit of its area for the satellite ticket office.........
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Post by bayernoatcake on Apr 21, 2014 18:01:55 GMT
I have it in my head that the Seddon was at something like 80% at what it should be? That's probably wrong but I thought that's what it said in the plans for the new corners. I don't think so the "profile" of the Seddon and the Boothen stands is the same (same angles and same number of rows - 38)and the concourses underneath are also the same depth as each other. Delilah's takes a similar chunk out of the concourses for both stands. The only slight thing which could make the Seddon more crowded is that it also loses a bit of its area for the satellite ticket office......... planning.stoke.gov.uk/online-applications/files/93E9F7488113197415D0AC37B79E8A4C/pdf/54464_FUL-Design___Access_Statement-83086.pdfThis is what I saw. Page 3, figure 3.1. Other than the JS they all fall below the recommended standard.
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Post by ange1 on Apr 21, 2014 18:23:02 GMT
Lakeland. Supporterliaison@stokecityfc.com Rather than me keep responding to all comments on this thread between now and Saturday just to let you know I will mention all points made on this thread on Saturday .
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Post by Lakeland Potter on Apr 21, 2014 19:05:44 GMT
Lakeland. Supporterliaison@stokecityfc.com Rather than me keep responding to all comments on this thread between now and Saturday just to let you know I will mention all points made on this thread on Saturday . Cheers, Angela
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Post by Clem Fandango on Apr 21, 2014 19:20:11 GMT
Whilst you are on Angela, why is it that the club does not have a bank style "single queue system" for the food and drink sales. Banks do it, Post Offices do it, The UK Border Agency does it at airports, some other clubs do it, - even our club shop does it! But not the food and drink outlets in the concourses at the Brit. Why? It surely wouldn't cost much and it would be so much easier than the present free for all of standing three deep at the counter and trying to catch the eye of a member of the catering staff. These are a complete joke LP its something which annoys me every single game but like others have said its obviously a safety thing as well as a question of space. There are so many things the club do regarding catering Im convinced that they could serve far quicker if they had a system whereby each till operator had a backup person helping to put the order together. They could do away with a till or two to provide the extra staff for this.
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Post by Malcolm Clarke on Apr 21, 2014 21:42:23 GMT
Yes, she is. Wasn't she on wife swap once? No idea but what is she doing at the club/on the council? She stood for the Council, submitted a candidates' statement, but like quite a few Council members, was returned unopposed in her category. All the members of the Council are either appointed by a democratically structured supporters organisation or are directly elected by season ticket holders ( albeit that the 'turnout' has been depressingly low in both of the 2012 and 2013 elections - the only ones which have been held).
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Post by Malcolm Clarke on Apr 21, 2014 22:28:41 GMT
For the planning for the new stands wasn't the Seddon significantly smaller than the others? I really don't think there would be. I get to the ground at about 10 to 3 and usually to get to the entrance to the stand I have to walk through where the food area is, there's no room else to get through. They do need to make them bigger though. I think it was as part of the planning process for the new scoreboard corner, but the club did release the councourse capacity figures in relation to the stand capacity a year or so back. The Seddon, the Boothen and the South stand all had concourses which were the same size in relation to the capacities of the stands they served and all three were at the minimum level acceptable these days with the main stand (lower) being significantly above minimum. Malcolm Clarke knows all there it to know about the Green Book or whatever it is called. Incidentally, I reckon the concourse in the upper tier of Villa Park where they put the away fans, is the most cramped I have ever been in. Well below what would be allowed if they were building it today. You have time to go to the loo OR buy a coffee at half time - you can't do both! It's universally known as the Green Guide,John. I certainly wouldn't claim to know all there is to know about it, but it's a public document to be found here. Enjoy www.safetyatsportsgrounds.org.uk/sites/default/files/publications/green-guide.pdf
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Post by Malcolm Clarke on Apr 21, 2014 22:38:33 GMT
As Vice-chair of the Supporters Council, I have just read through this very long thread for the first time. In view of the comments about the failure of SC members to engage in debate on here, I am beginning to think that perhaps not having the time to keep up with everything which is said on this Board is a good reason not to stand again for the SC. There are many points in this thread I would like to comment on. I think some postings are fair, but some are inaccurate and some are based on misunderstandings. I am going to bed now, but if I have time tomorrow before I go to London, I will post my perspective on the issues raised.
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Post by Deleted on Apr 22, 2014 2:26:28 GMT
As Vice-chair of the Supporters Council, I have just read through this very long thread for the first time. In view of the comments about the failure of SC members to engage in debate on here, I am beginning to think that perhaps not having the time to keep up with everything which is said on this Board is a good reason not to stand again for the SC. There are many points in this thread I would like to comment on. I think some postings are fair, but some are inaccurate and some are based on misunderstandings. I am going to bed now, but if I have time tomorrow before I go to London, I will post my perspective on the issues raised. I think having the time is the most important thing, Malc. But I doubt spending it reading this place would be the most productive use of it? Indeed, it is a massive stretch to say spending it on the SC is a worthwhile allocation, either! There is (has always been) a lack of communication between the reps on the SC and the wider support. But we both know that supporters only need/want the SC (and so look to talk to it) when something is wrong. Voting for Reps never made any sense, because 99% of the support was never going to get involved with the voting. There is no legitimacy and anyway the club would be mothballing the SC at the very first hint that there was. Of all the bits and pieces in the relevant parts of the published minutes, I thought the most unfair comment - on SC members - was the implication that the lack of time they are able to bring to their role, renders them useless. I wasn't surprised at the comment, but - given, I assume, far more was said at the meeting than has been minuted? - even if it was intended as a defence of the SC Members (which I struggle with) over the annual ST discussions; it was a rubbish thing to say (and worse, to then make sure it was highlighted in the minutes). Backhanded compliment, is what my mother would have called it. However, sadly, it is (to a large extent) true. To be meaningful (and I am under no illusion that, even with full time employees, the SC would not be wholly effective!), especially concerning things like Season Tickets, a great deal of time is required from the SC. Time that has to be spent to the club's schedule (their employees have working hours) and comes with no guarantee that the work put in by SC reps will actually bare any fruit. While the SC can be a very useful vehicle to get supporter feelings across to those who run the club, it is (and always has been) too often used as a way to rubber stamp unpopular decisions by the club. We could both list numerous such occurrences, over the time is has existed (in one form or another). Is Scholsey really asking supporters to believe that the 4-Month Interest Free payment option could have continued, if only a supporter or two had pitched in and sorted out the detail for the club? No he isn't. He's just using that to deflect some of the blame for abandoning the offering, onto a body that the club set up and owns; but does not finance and does not have to listen to. Our club - like almost all of them - is just a private, profit-earning business; with some unusually loyal customers. When you can get away with what those businesses regularly get away with, in terms of customer care, it sadly shows up how much more of their own time SC reps could waste, should they wish to give it up for the club. I can hardly pretend to be surprised. But chin up and all that, Malc. If somebody didn't do it ... then nobody one would
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Post by Lakeland Potter on Apr 22, 2014 4:58:42 GMT
I think it was as part of the planning process for the new scoreboard corner, but the club did release the councourse capacity figures in relation to the stand capacity a year or so back. The Seddon, the Boothen and the South stand all had concourses which were the same size in relation to the capacities of the stands they served and all three were at the minimum level acceptable these days with the main stand (lower) being significantly above minimum. Malcolm Clarke knows all there it to know about the Green Book or whatever it is called. Incidentally, I reckon the concourse in the upper tier of Villa Park where they put the away fans, is the most cramped I have ever been in. Well below what would be allowed if they were building it today. You have time to go to the loo OR buy a coffee at half time - you can't do both! It's universally known as the Green Guide,John. I certainly wouldn't claim to know all there is to know about it, but it's a public document to be found here. Enjoy www.safetyatsportsgrounds.org.uk/sites/default/files/publications/green-guide.pdf I'm pleased to see that it is actually green, Malcolm! At over 200 pages it may be some time before I get round to reading it all! Thanks anyway.
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Post by Deleted on Apr 22, 2014 6:29:45 GMT
It'll be a question of space won't it? I know in the Seddon where I sit if barriers were put for the food outlets, there wouldn't be enough room to walk through. There's probably only a 20/30 foot gap from the food outlet to the wall where the toilets are anyway. From what I've watched the reserves in the JSL, You could maybe have them there as it seems a lot bigger. Not a clue about the Boothen or South Stand. The Boothen, South and Seddon/Novus concourses, are all at the MINIMUM size (for the number of people the stands hold) allowed in the "Green Book" which determines these things. The lower tier concourse of the main stand is, as you say, significantly bigger. I still think there is room for a queue "snake" in front of the counter in our stands but I agree it is tight. Another example of poor design - but it could be improved by putting the catering outlets as add ons outside the concourse (opening into it), or, better still by moving the back wall of the concourses out by, maybe, 10 feet. I bet if the catering area used by the directors' box was as crowded as we have to put up with, they'd soon find a way to improve matters. There only needs to be two rails in front of kiosk for this to work well......if my memory serves me correctly I'm pretty sure Blackpool have this and it's fine. Something needs doing its chaos.......the loudest and most ignorant are first served at the minute ......so I don't know why I'm moaning
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Post by Stafford-Stokie on Apr 22, 2014 6:40:32 GMT
To be honest I never go down there at half time anyway. You struggle to get served and the beer is piss and way over priced. It also gives me 1.5 hours to sober up before it all starts again.
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Post by Lakeland Potter on Apr 22, 2014 6:58:59 GMT
To be honest I never go down there at half time anyway. You struggle to get served and the beer is piss and way over priced. It also gives me 1.5 hours to sober up before it all starts again. We struggle to get served because there is no sensible queuing arrangement and (as mentioned earlier on the thread) the staffing organisation leaves a lot to be desired. The other problem is the fact that the concourses are too small. Once it gets so crowded that you have to push to get anywhere there is a disincentive to go down there unless you have to. With a likely income of over £90 million this season, I find it depressing that enlarging the concourses does not appear even to be on the agenda. It is the size of the concourses which limits the flexibility of the allocation between home and away fans in the south stand. Basically, at present the stand has to have a 66/33 split one way or the other because of the danger of overcrowding the concourses if you have any other split. If the club enlarged the south stand concourses they would have more scope to vary the split game by game.
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Post by Stafford-Stokie on Apr 22, 2014 7:04:14 GMT
To be honest I never go down there at half time anyway. You struggle to get served and the beer is piss and way over priced. It also gives me 1.5 hours to sober up before it all starts again. We struggle to get served because there is no sensible queuing arrangement and (as mentioned earlier on the thread) the staffing organisation leaves a lot to be desired. The other problem is the fact that the concourses are too small. Once it gets so crowded that you have to push to get anywhere there is a disincentive to go down there unless you have to. With a likely income of over £90 million this season, I find it depressing that enlarging the concourses does not appear even to be on the agenda. It is the size of the concourses which limits the flexibility of the allocation between home and away fans in the south stand. Basically, at present the stand has to have a 66/33 split one way or the other because of the danger of overcrowding the concourses if you have any other split. If the club enlarged the south stand concourses they would have more scope to vary the split game by game. I agree LP. It is a nightmare under the seddon if you get there anytime after 2.30. If a piddle is required I go just before or just after half time because of the 'crush'.
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Post by Pugsley on Apr 22, 2014 11:55:18 GMT
To be honest I never go down there at half time anyway. You struggle to get served and the beer is piss and way over priced. It also gives me 1.5 hours to sober up before it all starts again. We struggle to get served because there is no sensible queuing arrangement and (as mentioned earlier on the thread) the staffing organisation leaves a lot to be desired. The other problem is the fact that the concourses are too small. Once it gets so crowded that you have to push to get anywhere there is a disincentive to go down there unless you have to. With a likely income of over £90 million this season, I find it depressing that enlarging the concourses does not appear even to be on the agenda. It is the size of the concourses which limits the flexibility of the allocation between home and away fans in the south stand. Basically, at present the stand has to have a 66/33 split one way or the other because of the danger of overcrowding the concourses if you have any other split. If the club enlarged the south stand concourses they would have more scope to vary the split game by game.
"With a likely income of over £90 million this season, I find it depressing that enlarging the concourses does not appear even to be on the agenda..."
I'd love to know what the other agenda items are other than paying wages and putting money back in the Coates' family pockets.
The Britannia Stadium was designed and made on the very cheap - fine for the Championship when it was 2/3rds full. Not it's at capacity or near as dam it, the shortfalls are their for all to see. Why are we so fucking small time off the pitch?
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Post by robinreliant on Apr 22, 2014 13:50:39 GMT
Bizarrely, the subjects of queueing at concourse concessions along with an improvement to the concourse flooring, were the exact topics I was referring to earlier in this thread, when I stated that items promised for discussion failed to be addressed by the SC.
Blackburn Rovers have similar space issues to Stoke, in their away end, but have bright, non-slip, rubber flooring and well-organised concession sales staff.
Sometimes I wonder whether Stoke try to avoid implementing the simplest ideas, instead saving up for an over-engineered project which never arrives or arrives too late to be appreciated.
As someone has already stated: we're Premier League on the pitch, but Conference off it !
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Post by Lakeland Potter on Apr 22, 2014 13:57:32 GMT
Bizarrely, the subjects of queueing at concourse concessions along with an improvement to the concourse flooring, were the exact topics I was referring to earlier in this thread, when I stated that items promised for discussion failed to be addressed by the SC. Blackburn Rovers have similar space issues to Stoke, in their away end, but have bright, non-slip, rubber flooring and well-organised concession sales staff. Sometimes I wonder whether Stoke try to avoid implementing the simplest ideas, instead saving up for an over-engineered project which never arrives or arrives too late to be appreciated. As someone has already stated: we're Premier League on the pitch, but Conference off it ! Regarding the Sales staff - Stoke's catering is franchised out so the staff are not theirs. But does suggest that bringing the catering back "in house" or awarding the franchise to a more progressive company would be worth considering.
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Post by robinreliant on Apr 22, 2014 15:33:13 GMT
Bizarrely, the subjects of queueing at concourse concessions along with an improvement to the concourse flooring, were the exact topics I was referring to earlier in this thread, when I stated that items promised for discussion failed to be addressed by the SC. Blackburn Rovers have similar space issues to Stoke, in their away end, but have bright, non-slip, rubber flooring and well-organised concession sales staff. Sometimes I wonder whether Stoke try to avoid implementing the simplest ideas, instead saving up for an over-engineered project which never arrives or arrives too late to be appreciated. As someone has already stated: we're Premier League on the pitch, but Conference off it ! Regarding the Sales staff - Stoke's catering is franchised out so the staff are not theirs. But does suggest that bringing the catering back "in house" or awarding the franchise to a more progressive company would be worth considering. That's a fair comment, but I still stand by the statement that the infrastructure (i.e queueing tapes and better, non-slip flooring) are the responsibility of the club, not the catering franchise. With regards to the staffing, it baffles me how they seem to travel in super slow motion, which belies the youthful appearance of the staff. On one match day, they were all apparently being assessed (for an NVQ in super slow motion customer service ?) by a clipboard-wielding assessor. I swear that they treat the appearance of customers, wishing to purchase food products at hslf-time, as an act of God or other unnatural phenomenon, rather than the opportunity to sharpen their customer service skillset ! Or maybe I'm just over critical and turning into Victor Meldrew ? Margaret ? Margaret ! ????
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Post by robinreliant on Apr 22, 2014 15:33:36 GMT
Bizarrely, the subjects of queueing at concourse concessions along with an improvement to the concourse flooring, were the exact topics I was referring to earlier in this thread, when I stated that items promised for discussion failed to be addressed by the SC. Blackburn Rovers have similar space issues to Stoke, in their away end, but have bright, non-slip, rubber flooring and well-organised concession sales staff. Sometimes I wonder whether Stoke try to avoid implementing the simplest ideas, instead saving up for an over-engineered project which never arrives or arrives too late to be appreciated. As someone has already stated: we're Premier League on the pitch, but Conference off it ! Regarding the Sales staff - Stoke's catering is franchised out so the staff are not theirs. But does suggest that bringing the catering back "in house" or awarding the franchise to a more progressive company would be worth considering. That's a fair comment, but I still stand by the statement that the infrastructure (i.e queueing tapes and better, non-slip flooring) are the responsibility of the club, not the catering franchise. With regards to the staffing, it baffles me how they seem to travel in super slow motion, which belies the youthful appearance of the staff. On one match day, they were all apparently being assessed (for an NVQ in super slow motion customer service ?) by a clipboard-wielding assessor. I swear that they treat the appearance of customers, wishing to purchase food products at hslf-time, as an act of God or other unnatural phenomenon, rather than the opportunity to sharpen their customer service skillset ! Or maybe I'm just over critical and turning into Victor Meldrew ? Margaret ? Margaret ! ????
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