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www.htafc.com/documents/18-05-15-att-vp-meeting-notes238-2471371.pdfAll Together Town (“ATT”) meeting of the Voices Panel (“VP”)
Meeting #11
The notes are not intended to be a verbatim transcript of all comments.
Monday 18 May 2015
Present – Mark Bradley (MB), Nigel Clibbens (NC), Ann Hough (AH), Sue Beaumont (SB), Robyn
Deegan (RD), Rachel Taylor (RT), Jonathan Wilkinson (JW), Andy Booth (AB), James Wilson (JW)
Apologies – Nathan Hosker (SLO)
12 Voices Panel members (VP)
Introduction
MB opened the meeting and thanked everyone for attending. He then gave a brief summary of the
points to discuss on the agenda.
Supporter Liaison Officer Update
MB – Update from Nathan Hosker the SLO was distributed to the group. The update contained
details of queries that have been dealt with and other issues throughout the season
VP – More visibility and profile was seen as important
? Page in the Give Us A H programme and on htafc.com
? More push on social media by the Club
MB – Leeds Rhinos have photo of their SLO outside their Ticket Office so he is recognisable
It was agreed that the SLO needed more of a presence to help raise the role’s profile
ACTION POINTS
? HTAFC/ SLO to look at an SLO Facebook and web page
? HTAFC to implement ‘You Said We Did’ section on htafc.com
? Keep on the agenda for the next meeting when Nathan is present to discuss expanding the
role
Sodexo
MB – ask VP members who carried out mystery shopping for Sodexo to inform us on their general
experiences (which they had shared with Sodexo).
VP – comments
? portion sizes are bigger – widely noted favourably
? food still considered to have quality issues (greasy /not warm)
? queues are still an issue generally
? Blackburn match there were large queues and had run out of pies, draught beer and bottled
beer in the FMUT
? Inconsistency with staff and service, no apologies when large queues
? Still need to look at beer tokens and name badges
? Having vouchers for the mystery shoppers hasn’t worked as they were used to the same
supporters coming along so offered a better service (no mystery)
MB – Need to look at changing the way the mystery shopping works so staff are unaware of who is
carrying out the mystery shopping
VP - Revell Ward Stand Lower Tier is better now, the beer queue is always sorted. Kiosk improved,
extra till and staff; thanks
VP - Sodexo took the meal deal idea on board where you could have a coffee instead and changed it;
thanks
VP – In the Revell Ward Lower Tier Disabled Section they were now taking pre orders and bringing
the orders to people in the disabled section; thanks
VP –mixed picture still, need dialogue with Sodexo now for next season as the reality is that there
are some progress but it isn’t a massive difference
VP – Sodexo have not responded to the mystery shopping feedback sent into them – acknowledging
receipt. Nothing has appeared on the catering thread on Down at the Mac. Requested the thread is
put back on the ‘main DATM admin board. Requested that we have a mobile number to text for
catering issues but nothing more has come regarding this
NC – Sodexo were invited to this ATT Voices Panel and corresponded with the Club informing them
that they believe that this (ATT VP) is not the correct forum for catering to be dealt with. KSDL has
separately also asked the Club, after discussion with Sodexo, how the Club can support and work
with Sodexo to help the sales of their products
VP - This group is as cross-sectional as it gets and gives an honest and open overview
MB – Having continued dialogue with Sodexo will benefit all and grow them closer to the customer
VP – Can Club initiate a specific ATT/VP meeting just to discuss catering alone
NC – The catering affects the supporters and the Club. We won the Football League Family
Excellence Award for the eighth year in a row which is something we are very proud of. The reports
which have been sent to Sodexo detailed that catering was the one area in need of improvement
MB – We need to keep engaging positively with Sodexo and giving them feedback
It was agreed that the VP thinks it is valuable and important to continue speaking to Sodexo and
would like to keep communicating with them to drive improvements and progress for the benefit of
all.
ACTION POINTS
? HTAFC to approach Sodexo on behalf of the Voices Panel to ask them for a meeting which
will be solely dedicated to catering (Done and met with a favourable initial response).
Season Cards 2015/16
SB – Update on Season Card Holders 2015/16 to date with specific sales by stand reported,
including:
? Chadwick Lawrence Stand 307
? 326 new Season Card holders
? 6,679 total tickets sold overall to date
Letter questionnaires have been sent out to lapsed Season Card holders from Dean Hoyle asking for
feedback why they haven’t, won’t or might renew their Season Cards. So far we have had 12
responses back. Sample of questionnaire replies highlighting:
? Cheap walk up offers available
? Personal circumstances
? Seat relocation in LV=Britannia Rescue South
SB – Compared to the same stage last year we are 391 down. Zebra has improved, making dealing
with finances easier
VP – The 16-23 age group do tend to buy late
VP – The Season Card video was excellent
VP – Thought that the way the Club informed supporters regarding the LV=Britannia Rescue move
was good. Portion of fans are still disgruntled
NC – Club is acutely aware from feedback. Not taken lightly and done with best intentions
NSL
Overview was given by VP regarding NSL
? Looking to bring two more supporters onto its committee
? Looking at pushing the name “Cowshed Loyal/ New Cowshed”
? Looking to embrace everyone old and young
? Focus on flags
? Looking to place drummer on a platform
? Flags on netting and seats depending on sales
? Buying own material from Ultras store in Poland to make flags
? Creating “Cowshed Loyal” flag
? Relocate the history flags from the FMLT to the Chadwick Lawrence Stand
? Transfers to other stands from the Chadwick Lawrence Stand when it is unavailable
VP – The streamers look fantastic from around the stadium and don’t want the Fantastic Media
Upper tier to lose out now the NSL have moved. Requested a hand out table to assist with this
NC – The Club would be willing to take this forward for selected games in season 2015/16 and the
SLO would assist with this. It provides a great spectacle.
VP – Thank you to the NSL for arranging the flag for the 30th Anniversary of the Bradford Fire
Disaster and their fundraising; donations so far have raised over £4,000
NC – What are the plans for the ‘We remember the 56’ flags going forward?
ACTION POINTS
? HTAFC (AH/ SB) to look at the logistics of transfer on a match day and SCHs will be advised
when they receive their new cards of the procedures for transfers
? HTAFC and VP to liaise with regards to streamers/ ticker tape on a match day
? HTAFC to invite NSL and KDSL to look at the positioning of flags in the Chadwick Lawrence
Stand
Social media
NC – We thought that Twitter was a good way to engage with fans and let people know what’s
happening. Dean Hoyle spoke on BBC Radio Leeds last season about social media.
However the Club and its staff had been subjected to abuse from a minority of people, so we pulled
back engagement and developed a social media policy within the Charter.
Club still wants to engage with people and doesn’t want to appear defensive or avoiding feedback or
criticism. The Club has looked at other organisations and has created a social media policy stating
that if there is abuse, the Club will block accounts.
VP – Could we introduce a yellow/ red card system, what can be done legally?
VP – Group agreed that the Club should block anybody who makes offensive comments on social
media
Refreshing the group
MB – We currently have no representation from the Revell Ward Stand Upper Tier or Fantastic
Media Lower Tier and the Club would be looking at remedying this
AOB
HTSA is making representations to various bodies regarding the abandonment of the Blackpool
match
