• New board, new approach

Posted: **Mon Jan 04, 2021 10:49 am**

Have to say the soundbites coming out from the new board have been refreshing. The proof will obviously be in the pudding, but they are already coming out with the sort of messages and positivity that you would hope for.

On top of that a big thing they seem to want to focus on is regular communication and updates from the club.

Big hats off to the new man for already doing that. The last board were great, but in a week we have probably heard more than we have in the last twelve months or more (at a time when we should hear more than ever).

I sent a letter to Alan Pace yesterday. Welcoming him to the club but also giving him a fans view of our potential and opportunity (off the field as much as on) as well as the likely obstacles we might face.

I was very impressed that at the time he will no doubt be most busy, he not only took time to read the letter but also acknowledge and reply.

This club does so much right but there is so much we could do. Look forward to transparent, honest and regular communication from them. So far so good!

Posted: **Mon Jan 04, 2021 10:50 am**

Can you post the letter, be interested in giving it a read.

Posted: **Mon Jan 04, 2021 10:55 am**

Hopefully they take on board the views of all supporters, not just the supporters groups, they do good work, but don't represent the majority of supporters.
A questionnaire sent to all those on the clubs database would be a good starting point.

Posted: **Mon Jan 04, 2021 10:57 am**

Grumps wrote: ↑
Mon Jan 04, 2021 10:55 am
Hopefully they take on board the views of all supporters, not just the supporters groups, they do good work, but don't represent the majority of supporters.
A questionnaire sent to all those on the clubs database would be a good starting point.

I agree. I did comment loosely to that effect. A broad view from a variety of fans from different areas and backgrounds. Starting with season ticket holders and hospitality members would be a good start!

Posted: **Mon Jan 04, 2021 10:58 am**

The best feedback you'll ever get is from your customers (fans). So I hope they do try and read/listen to all views. 99% of it will be a load of old shite, but they can always pick things up that they wouldn't have otherwise thought.

Posted: **Mon Jan 04, 2021 11:02 am**

Can you tell him that we want the proper Burnley badge back on shirts! Instead of the hideous one we got now.

Posted: **Mon Jan 04, 2021 11:06 am**

I quite like our badge ..I may be in the minority though

Posted: **Mon Jan 04, 2021 11:06 am**

claretdj wrote: ↑
Mon Jan 04, 2021 11:02 am
Can you tell him that we want the proper Burnley badge back on shirts! Instead of the hideous one we got now.

I, and I know many others, prefer the current badge.

Posted: **Mon Jan 04, 2021 11:15 am**

claretdj wrote: ↑
Mon Jan 04, 2021 11:02 am
Can you tell him that we want the proper Burnley badge back on shirts! Instead of the hideous one we got now.

Why ??? What is wrong with

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Its a historic badge

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Posted: **Mon Jan 04, 2021 11:20 am**

Much prefer the badge we have now myself.

Posted: **Mon Jan 04, 2021 11:21 am**

claretdj wrote: ↑
Mon Jan 04, 2021 11:02 am
Can you tell him that we want the proper Burnley badge back on shirts! Instead of the hideous one we got now.

I actually nearly joked about that

Posted: **Mon Jan 04, 2021 11:22 am**

FactualFrank wrote: ↑
Mon Jan 04, 2021 10:58 am
The best feedback you'll ever get is from your customers (fans). So I hope they do try and read/listen to all views. 99% of it will be a load of old shite, but they can always pick things up that they wouldn't have otherwise thought.

Agree completely

Posted: **Mon Jan 04, 2021 11:22 am**

FactualFrank wrote: ↑
Mon Jan 04, 2021 10:58 am
The best feedback you'll ever get is from your customers (fans). So I hope they do try and read/listen to all views. 99% of it will be a load of old shite, but they can always pick things up that they wouldn't have otherwise thought.

I am sure they will read this forum if not even post on here too!

Posted: **Mon Jan 04, 2021 11:26 am**

Bring back the 1979 badge Mr Pace! head n shoulders the best badge in our history. (In my opinion)

Posted: **Mon Jan 04, 2021 11:27 am**

Ask him if we’re getting free Stetsons with season tickets.

Posted: **Mon Jan 04, 2021 11:28 am**

That's good that he replied.

I once wrote the board and didn't get a reply.

In addition, as a business we had executive box seats and had provided numerous money making ideas to the club over the years some of which proved very valuable. After the 2010 Premier League season we gave the box up and wrote to explain why. We were later contacted by one of the commercial team saying we'd be guests of honour at the first game of the following season and that Barry Kilby wanted to visit us in person to discuss matters.......we were never invited as guests and Barry never did turn up.

Now, we never for one minute expected the offer of Barry visiting but once it had been made it should have been followed through.

Posted: **Mon Jan 04, 2021 11:29 am**

claretdj wrote: ↑
Mon Jan 04, 2021 11:26 am
Bring back the 1979 badge Mr Pace! head n shoulders the best badge in our history. (In my opinion)

I personally prefer that badge. But the one we have now is definitely most associated with our identity. Its the one we had back in the day and its the one we have had when our global exposure has been biggest.

I am sure from a marketing perspective its a lot 'cleaner' and simpler.

Posted: **Mon Jan 04, 2021 11:37 am**

The new badge looks, weak, cheap and tacky, unlike the 79 badge, which looks quality

Posted: **Mon Jan 04, 2021 11:41 am**

Like the current badge.

Posted: **Mon Jan 04, 2021 11:46 am**

If it was good enough for the lads of the 59/60 season it's more than good enough for me

Posted: **Mon Jan 04, 2021 11:48 am**

Glad he's big on communication

Lets hope that extends to the website and getting that sorted

Posted: **Mon Jan 04, 2021 11:51 am**

Delighted with the response to this. Many of you know just how much I’ve banged the drum on the issue of gambling endorsement, over the last couple of years. I won’t stop until it’s addressed. This is a pleading step forward...

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Posted: **Mon Jan 04, 2021 11:54 am**

arise_sir_charge wrote: ↑
Mon Jan 04, 2021 11:28 am
That's good that he replied.

I once wrote the board and didn't get a reply.

In addition, as a business we had executive box seats and had provided numerous money making ideas to the club over the years some of which proved very valuable. After the 2010 Premier League season we gave the box up and wrote to explain why. We were later contacted by one of the commercial team saying we'd be guests of honour at the first game of the following season and that Barry Kilby wanted to visit us in person to discuss matters.......we were never invited as guests and Barry never did turn up.

Now, we never for one minute expected the offer of Barry visiting but once it had been made it should have been followed through.

That’s really, really poor from BFC.

Not to the same extent, but my wife has contacted the club on numerous occasions over the years to get images and messages on the big screen for family birthdays, or bits in the programme.

It has always been a mixture of nobody answering the phone, the person to speak to not being available, no phone call back, and when we did finally pass pictures/messages across for the big screen, it was never shown.

It certainly left a bit of a bad taste.

Communication and fan relation should be at the heart of everything we do at Burnley, yet it’s something we’ve badly moved away from.

Posted: **Mon Jan 04, 2021 11:57 am**

I hope we dont all start e-mailing him directly with letters and requests - it will seriously impact upon him and his time, which we dont want to do especially in January...

Posted: **Mon Jan 04, 2021 11:57 am**

Glad he is big on communication. I was waiting for him to get his feet under the table then emailing him with an issue i raised with the supporter liason officer in April last year to which i have had not follow up on. He will have much bigger priorities at this time however. I am impressed that he has taken the time to reply to the OP!

Posted: **Mon Jan 04, 2021 12:00 pm**

jdrobbo wrote: ↑
Mon Jan 04, 2021 11:51 am
Delighted with the response to this. Many of you know just how much I’ve banged the drum on the issue of gambling endorsement, over the last couple of years. I won’t stop until it’s addressed. This is a pleading step forward...

166706EC-03FC-4FC2-AB28-D3E3C62637D8.jpeg

thanks for highlighting that to him John, good stuff. All we can ask is that it is reviewed, which I am sure he will do. If it stays I am certain it will be reasoned and explained - I think we can sense that already from Alan Pace.

Posted: **Mon Jan 04, 2021 12:05 pm**

TBH my experience of dealing with the lottery office (and to some extent the ticket office) over the years have been nothing short of shambolic and very poor...you could consider it a lottery as to whether you got any kind of service....really antiquated and customer service levels far below what you would expect these days.

The main issue being people that have worked there many years not having been properly trained in how to deal with customers. If you didn’t have BFC in your heart you would most definitely have taken your business elsewhere many years ago.

The early signs around communication are very encouraging and I am very optimistic that improving communication will filter through to improved customer service and more modern approaches in the administration areas of the club.

Posted: **Mon Jan 04, 2021 12:14 pm**

Hibsclaret wrote: ↑
Mon Jan 04, 2021 12:05 pm
TBH my experience of dealing with the lottery office (and to some extent the ticket office) over the years have been nothing short of shambolic and very poor...you could consider it a lottery as to whether you got any kind of service....really antiquated and customer service levels far below what you would expect these days.

The main issue being people that have worked there many years not having been properly trained in how to deal with customers. If you didn’t have BFC in your heart you would most definitely have taken your business elsewhere many years ago.

The early signs around communication are very encouraging and I am very optimistic that improving communication will filter through to improved customer service and more modern approaches in the administration areas of the club.

That nails it on the head for me the way i feel about the ticket office. The newer staff have been good, however the staff that have been there years as you say have treated myself with such disregard i would have taken my business elsewhere had i not had been a fan of the club. I think they know this too.

Posted: **Mon Jan 04, 2021 12:17 pm**

gandhisflipflop wrote: ↑
Mon Jan 04, 2021 12:14 pm
That nails it on the head for me the way i feel about the ticket office. The newer staff have been good, however the staff that have been there years as you say have treated myself with such disregard i would have taken my business elsewhere had i not had been a fan of the club. I think they know this too.

I thought it might just be me.....

Posted: **Mon Jan 04, 2021 12:21 pm**

Hibsclaret wrote: ↑
Mon Jan 04, 2021 12:17 pm
I thought it might just be me.....

It most definitely isn't. It has been that way for years to a point where i used to dread having to deal with them.

Posted: **Mon Jan 04, 2021 12:23 pm**

I don’t see why a cleaner, more modern club crest couldn’t be designed to be honest. Although that didn’t work out recently for Leeds

Posted: **Mon Jan 04, 2021 12:25 pm**

From reading all these comments it sounds like he needs to sack all the back office staff and start afresh.

Posted: **Mon Jan 04, 2021 12:31 pm**

Communication is clearly going to be better but I hope individual fans don’t see it as licence to pester the Chairman with individual questions. Let him get on with the job. Why would he want or have the time for a meeting with an individual fan unless you were representing a supporters group and I think even then he would delegate this to someone else to deal with.

Posted: **Mon Jan 04, 2021 12:33 pm**

Double post.

Posted: **Mon Jan 04, 2021 12:35 pm**

jdrobbo wrote: ↑
Mon Jan 04, 2021 11:51 am
Delighted with the response to this. Many of you know just how much I’ve banged the drum on the issue of gambling endorsement, over the last couple of years. I won’t stop until it’s addressed. This is a pleading step forward...

I very much appreciate you banging on about this issue.

On another note: It's so refreshing to see this level of communication from our new owners.

Posted: **Mon Jan 04, 2021 12:35 pm**

Boss Hogg wrote: ↑
Mon Jan 04, 2021 12:31 pm
Communication is clearly going to be better but I hope individual fans don’t see it as licence to pester the Chairman with individual questions. Let him get on with the job. Why would he want or have the time for a meeting with an individual fan unless you were representing a supporters group and I think even then he would delegate this to someone else to deal with.

I agree, and normally wouldn'y wish to bother him however he must be made aware of the shambolic communications with the SLO who's job it is to deal with individual queries.

Posted: **Mon Jan 04, 2021 12:35 pm**

Goodness i expect Mr Pace has around 5000 mails by now .

Posted: **Mon Jan 04, 2021 12:42 pm**

I appreciate I'm probably in the minority but I prefer the 1935 badge. Well done to Mr Pace for replying to those supporters (shown on this post) who've made contact with him. In any industry communication is paramount.

Posted: **Mon Jan 04, 2021 12:46 pm**

jdrobbo wrote: ↑
Mon Jan 04, 2021 11:51 am
Delighted with the response to this. Many of you know just how much I’ve banged the drum on the issue of gambling endorsement, over the last couple of years. I won’t stop until it’s addressed. This is a pleading step forward...

166706EC-03FC-4FC2-AB28-D3E3C62637D8.jpeg

Good reply. But lets hope there is balance and a more sensible approach rather than completely dismissing the commercial revenue and opportunities.

Gambling is like any vice. In moderation I dont believe its an issue. In fact it can be enjoyable. But equally a bit of tact could have been used on those mental health posts!

Posted: **Mon Jan 04, 2021 12:47 pm**

Zlatan wrote: ↑
Mon Jan 04, 2021 11:57 am
I hope we dont all start e-mailing him directly with letters and requests - it will seriously impact upon him and his time, which we dont want to do especially in January...

I am sure in time he will empower those in his teams to manage that aspect of things. Improvement on the comms and SLO front would go a long way for example.

Posted: **Mon Jan 04, 2021 12:49 pm**

gandhisflipflop wrote: ↑
Mon Jan 04, 2021 12:14 pm
That nails it on the head for me the way i feel about the ticket office. The newer staff have been good, however the staff that have been there years as you say have treated myself with such disregard i would have taken my business elsewhere had i not had been a fan of the club. I think they know this too.

In the ticket office I personally can only give them incredible praise They have been great in any dealing I have had - often having to carry and manage the more difficult messages.

Clear communications on ticketing and away allocations etc would also be a simple but huge step forward. The ticket office must have been bombarded with 'how many are left, how many have we got' yet for some reason it was a big secret and they took the brunt of the flack!

Posted: **Mon Jan 04, 2021 12:51 pm**

Dear Alan and welcome !

a) Do not try and please everyone all the time, you'll never do right for doing wrong and end up going stark, staring mad !

b) Some Burnley fans will never be short of suggestions on how to spend your investors money, on behalf of the Club. These are always the same people who will complain if you increase the price of something to increase the Club's revenue streams. Ignore them ...

c) Burnley supporters have a " Champagne tastes on Beer money " mentality. Remember that ..

d) Ask those who object to a Betting Company as a sponsor if they've ever had Hugo Boss aftershave or clothing ( Designed and produced SS Uniforms for Hitler ), driven a Mercedes or Audi ( Used slave labour in WW2 ), a Volkswagen ( Deliberate polluters ) bought a Siemens product ( had a factory in Auschwitz ) etc, etc ... ( See point a) )

e) If you struggle with point d) because of your personal beliefs, explain that personally you are teetotal, and because of that, you are considering the closure of the Concourse and Hospitality bars which will sell only Dr Peppers, 7Up, etc. This will focus a few minds ...

Enjoy the weather,

Yours etc .....

Posted: **Mon Jan 04, 2021 12:51 pm**

Boss Hogg wrote: ↑
Mon Jan 04, 2021 12:31 pm
Communication is clearly going to be better but I hope individual fans don’t see it as licence to pester the Chairman with individual questions. Let him get on with the job. Why would he want or have the time for a meeting with an individual fan unless you were representing a supporters group and I think even then he would delegate this to someone else to deal with.

I didnt ask him a single question. Passed on my best wishes and personal observations.

Posted: **Mon Jan 04, 2021 1:03 pm**

Clarets4me wrote: ↑
Mon Jan 04, 2021 12:51 pm
Dear Alan and welcome !

a) Do not try and please everyone all the time, you'll never do right for doing wrong and end up going stark, staring mad !

b) Some Burnley fans will never be short of suggestions on how to spend your investors money, on behalf of the Club. These are always the same people who will complain if you increase the price of something to increase the Club's revenue streams. Ignore them ...

c) Burnley supporters have a " Champagne tastes on Beer money " mentality. Remember that ..

d) Ask those who object to a Betting Company as a sponsor if they've ever had Hugo Boss aftershave or clothing ( Designed and produced SS Uniforms for Hitler ), driven a Mercedes or Audi ( Used slave labour in WW2 ), a Volkswagen ( Deliberate polluters ) bought a Siemens product ( had a factory in Auschwitz ) etc, etc ... ( See point a) )

e) If you struggle with point d) because of your personal beliefs, explain that personally you are teetotal, and because of that, you are considering the closure of the Concourse and Hospitality bars which will sell only Dr Peppers, 7Up, etc. This will focus a few minds ...

Enjoy the weather,

Yours etc .....

Point A would just be patronising to someone that’s been successful on Wall Street

Point D is an absolutely ridiculous point

Posted: **Mon Jan 04, 2021 1:11 pm**

I’m already feeling sorry for Alan.

Posted: **Mon Jan 04, 2021 1:14 pm**

Burnley1989 wrote: ↑
Mon Jan 04, 2021 1:03 pm
Point A would just be patronising to someone that’s been successful on Wall Street

Point D is an absolutely ridiculous point

And point e ignores the curse of sugary drinks!

Posted: **Mon Jan 04, 2021 1:20 pm**

Burnley1989 wrote: ↑
Mon Jan 04, 2021 1:03 pm
Point A would just be patronising to someone that’s been successful on Wall Street

Point D is an absolutely ridiculous point

a) just a reminder, I'm sure he wouldn't take offense ..

b) no it isn't ..... it's just stressing that people have different priorities. A Burnley fan who takes an interest in " Green " issues, may object to an Oil Company or Volkswagen sponsoring us ! Lewis Hamilton has or has had Mercedes, Hugo Boss, and UBS as sponsors, all of whom had links to the Nazi's. He sees no issue with that, but he supports the removal of statues of long dead people ...

Posted: **Mon Jan 04, 2021 1:26 pm**

You are turning this thread into another mess.

Posted: **Mon Jan 04, 2021 1:27 pm**

What the **** is going on here?

Posted: **Mon Jan 04, 2021 1:56 pm**

gandhisflipflop wrote: ↑
Mon Jan 04, 2021 12:14 pm
That nails it on the head for me the way i feel about the ticket office. The newer staff have been good, however the staff that have been there years as you say have treated myself with such disregard i would have taken my business elsewhere had i not had been a fan of the club. I think they know this too.

To be fair to the Ticket Office staff, most, if not all, Ticketing decisions are taken by staff higher up the decision making chain (and many of these decisions are made purely from a club finance point of view, as opposed to what is in the best interests of fans) but unfortunately the TO staff are in the firing line and get all the stick eg away ticket allocations, prices for cup games, away ticket selling dates etc.

New board, new approach - better communication!

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