Paul Barber on communication, transparency, finances, the fans and club staff

[studio150]

If only Paul Barber could give the prematch teamtalk, we would be top of the league by some distance.

Excellent response, looking forward to the programme comments on saturday.

 

[hans kraay fan club]

However I think the club need to listen more often to their customers buying food and drink. Rather than dismiss us as irritating.

This.

Not 'this' at all, though.

He never said they were irritated with those buying food and drink.
He never even said they were irritated with those NOT buying food and drink.

He said they were irritated with those who are actively agitating and trying to encourage others not to buy food and drink.
He has a point.

 

[Tom Hark Preston Park]

Thanks Mr Barber, an excellent response, I remain team BHA, team Bloom and team Barber.

To assist in us all helping contribute further, please DEMAND that your contractors employ staff capable of understanding what a pint is, how to put it in a pint sized receptacle, what Bovril/tea/coffee is, how to count, how to operate an AUTOMATED till system, in fact, don't demand they do it, MAKE them do it. Until then you are only going to see match day sales of beer, beverages and grub going in the direction of places like the Swan, and other outlets in Brighton. I'm not threatening to take my trade elsewhere, or suggesting others do, to be fair, that ship has sailed. It's time the club stopped apologising for the dogshit service performed by it's chosen contractor, and make them improve it. Then he'll see increased revenue, which is, after all, what he explicitly said he was trying to do, and said he needed to see happen.

This, completely. Matchday catering is one major area that the club should be able to focus in on and improve considerably. There was a recent substantial poll on NSC which suggested that a whopping 85% of respondees would spend more on food and drink if they were not prevented from doing so by long queues and slow service. And at no point should the catering be dumbed down to the point where the customer gets asked if they want milk in their Bovril.

 

[KZNSeagull]

My knowledge of financial issues in running a football club or business is nonexistent, so like many I was terrified to hear PB announce my club is now losing a £1 million per month, which I believe has increased from previous seasons, so where in his response am I to take heart that finances are not escalating out of control and pretty soon he will have things turned around and my club will be safe in the future? I don't see anything that gives me that warm feeling, but like I said I know nothing about big business.

The last set of accounts showed a loss of 14m. He is not going to preempt the publication of the latest set of accounts, so you will have to wait for them to be published. Whether they give you a warm feeling or not I do not know, but it has been hinted at several times that we will certainly meet FFP requirements.

 

[Tony Meolas Loan Spell]

If you feel that the strikers the club have brought in are not of the standard required you have every right to express your view. After all, you are paying to watch them.

It's the term 'shit midgets', an abusive term, written from behind an anonymous user name, that weakens the credibility of the forum.

Shit midgets. Marcus Hancocks today at 15:01

WSU season ticket holder.

Better?

 

[Superphil]

. And at no point should the catering be dumbed down to the point whereby somebody gets asked if they want milk in their Bovril.

Or when you ask for two and a half pints of lager the server walks away, speaks to another member of staff, then walks back and says 'we only sell by the pint or half, we don't do two and a half pint glasses'.

 

[Man of Harveys]

Nothing has changed though, apart from the introduction of a wanky term to describe it.

In his day there was still good or bad transport to a ground, good or bad / cheap or expensive food (no beer), good or bad stewarding and policing, good or poor seating or terracing with good or poor views of the pitch, and exciting or dull, succesful or unsuccesful football. He still had a 'match day experience' - good, bad or indifferent - he just never called it that.

Very true. It does raise the question as to why that term now gets used when it didn't previously. Because it's often a wanky marketing euphemism for "flogging overpriced tat" and "providing tatty entertainment for children you might be bored by just watching sport".

Just f'ristance, anyone who ever watches American sport live gets to witness this "match day experience" jibbarjabber taken to a ridiculous level: you're bombarded by an endless succession of brainless, clowning antics going on left right and centre, all of which utterly distract you from the sport that you're actually there to watch. It's a Bad Thing, IMHO.

 

[Hastings gull]

Having started the thread, I am fascinated and honoured that PB has taken the time to reply in such detail -I suspect that many people in his position would not have done so. I was of course simply asking the question as to whether he meant the Albion as I felt his response in that earlier article was not clear, and the question was in no way meant to be critical. To be fair, nor is he taking me to task for starting the thread, as such, just some of the more extreme responses. I was very intrigued to read about the transport situation and that the club seems to be funding this, or part of it. As I understand it, £2.00 of my ticket goes towards the train fare, but if I were to get on from Burgess Hill, the example he uses, which was, say, £6.00 - does the club then pay Network Rail or the rail firm and lose £4.00? Furthermore, how can this operate fairly to the Club? I invariably drive over from Hastings, and do not use the train, and am NOT moaning -that is my choice. So, if I travel by car from Burgess Hill - does the club pay Network Rail or the rail firm irrespective as I am shown to be present at the match, and presumed to have travelled by train? Or does the club just pay a global figure, given that this must be a logistical nightmare?
I am just intrigued as to how the system works, and this is not meant in any way to be critical.
Any advice from someone who knows would be appreciated -I am not expecting PB to respond to me again!

 

[SAC]

There seem to be a lot of people on here that are very easily pleased. Is there really anything, anything at all, in what Bozza/PB has posted that is news to anyone on here? It reads, to me (and I appreciate that judging by the comments after the OP, I'm in the minority here) like a big flounce from someone who doesn't like people thinking for themselves. In other words, trust me, I know best (and have the backing of the owner) and do as I say without question.

He states that some people forget that TB put in £200 million of his own money? Really? If he believe this then he doesn't read NSC often as it is obligatory for it to be mentioned at least a dozen times every day.

 

[Rambo]

What a really professional and measured response to what was in some cases utter crap from some of our 'supporters'.

This modern phenomena of the need for instant success driven by programmes like X Factor/Apprentice and teams like QPR/Man City just makes me sick to the core. When will it end?

It is reassuring that there are still level headed businessmen around that can put a strategy together and build and plan for future success and sustainability based around the right morals and integrity.

For those that think we can't be successful by bringing through the youth, investing in training and support, and boosting the scouting system to find cheaper but high potential players are deluded and driven by this sickness of instant success and gratification.

I am very pleased to see the club thinking about the future and some of our support needs to get real and start to think about the reality of the football worlds situation, I am happy that 'our' club is setting a new benchmark (a much more realistic and sustainable one) and am very confident that I will see us play at the top level again in the future.

Thanks Paul, Tony and the board, and keep up the great work.

 

[Monsieur Le Plonk]

I guess I am, or at least was, in that camp, I agree with your point. Now I tend to arrive, watch the match and leave, occasionally a pint pre match. I don't often do matchday 'experience' stuff (anywhere) any more, before or the after. The car parking seems to work well enough now so there is no real need to hang about, or arrive early.

Excuse any incorrect presumptions or stating the bleeding obvious -

You supported the Club through good times and bad.
You jumped at the chance to get the best seats at the stadium when they were offered.
You bit the bullet knowing that whatever it may cost it would be worth it to share in the dreams and future successes of your little ol' Brighton.
You gave the catering a chance in the first couple of seasons but it really didn't hit the mark you might expect for the prices charged.
You are now pretty fed up with 1901 but you are b*ggered if you are going to give up those seats for a lesser view elsewhere.

Me too.

The problem is the 1901 is swamped with proper, old school fans like yourself instead of the bollys, rollys and dollys clientele that the Club had envisaged snaring. You want a beer, a reasonably priced bite, and you want to see a good game of football.
This is not what 1901 is about and the only way they can change it is to outprice fans like you and rehouse you elsewhere. To do that they have to keep raising your costs until they find your tipping point and but that is going to seriously upset the likes of you.
I think it's a major problem.

 

[Lord Bracknell]

Some of it went into assembling the new squad, some has been put aside . Some on reducing losses.
TB at a recent fan forum
"We’ve just got to make sure we get the best possible deal for the football club. We invest some of [the transfer] money but we didn’t spend it all, and some went on the huge costs we have here.
“It helps with financial fair play, but it’s not the main thing. We lose a lot of money each year, approximately £10 million so if we reduce those losses and have a very good squad then that’s even better."
via http://www.buzzfeed.com/jems2/16-things-bhafc-fans-learnt-from-tony-bloom-and-p-f8gc

I'm sure that is the answer to granny weatherwax's question. I'm equally sure that granny w would prefer the answer to be different (along the lines of "the money's been set aside to spunk on a big striker, once one becomes available").

The fact of the matter is that the Club is cutting its cloth to suit the strategy set by the TB and the Board and that may not always please everyone. Other priorities might have been considered (and no doubt were).

What is clear, though, is that we get more of an explanation of the why's and wherefore's out of this Club than most. And that is something that pleases me enormously - even though it doesn't make the Albion perfect. However good PB is, Superphil is spot on in his criticism of some aspects of customer service management.

 

[Return of the Rev]

Paul Barber took time to read the Albion losing one million a month? thread and responded to me with some points on various aspects raised. I'm posting them in a separate thread so they get the attention they deserve.

As I have a day job, the presentation is pretty raw. I've provided the grouping and headings, not Paul, so blame me for structure.

I've said it before and I'll say it again: although there are decisions made that I disagree with, and there are aspects of the matchday experience that annoy me, I have massive amounts of faith in the (off the pitch) team assembled to look after our football club and the detail below only reinforces my view on that.

Anyway, here it is...

Communication and transparency

The one theme that Albion fans consistently relate to me (wherever I go and whenever I meet them) is that the “bad years” - and even some that followed - were typified by a lack of transparency and openness from senior management of the club. I’m sure this is at the root of much of the distrust that exists (from what seems to be a small but vocal group of fans) today – and, as a football fan of 40 plus years, I sympathise hugely with what went on and the struggles that followed.

My style, supported by Tony and the Board, is to be as open and as transparent as I can possibly be; and I'd like to think I’ve demonstrated this – consistently - since the day I arrived. From time to time, I’m prepared (and I’m backed by the board to do this) to tell it how it is; for me, it’s somewhat ironic that all of a sudden, for some supporters, this openness is “spin”, “ill-advised”, “slight of hand” or “disingenuous” (someone will have to explain that to me!).

The club’s openness manifests in a variety of ways but for me is most pertinent when Tony and myself (and other senior people) do more unrehearsed, unscripted, "take on any question that comes" fans forums than this club has ever done – bad years or not.

The open approach means that I make myself totally accessible to staff, sponsors and supporters - and I personally answer every e–mail I receive and, where appropriate and wherever possible, I will tell supporters how it is even if it’s not what they want to hear. I don’t duck questions asked of me in any forum but, by the same token, I’m also prepared to defend the club when a supporter is unfair, unreasonable or plain offensive.

I take time to explain things in detail where I feel it’s necessary (but for some this is patronising), while other times I’ll be short and to the point (or, as some would have it: arrogant). Sometimes I feel I can’t win in this job!

I don’t expect medals or praise for this; it’s the way I have chosen to do the job (although some of my fellow CEOs think I’m crazy!). Regardless, for me, this is the best way to run a football club because people know where they stand, they feel more connected, and there are a minimum number of surprises.


Club finances

Like most Championship clubs, this club is losing a lot of money; we know this, the owner knows it, the board knows it, the staff know it, the media knows it – and, yes, the supporters should know it too. We don’t make a secret of it because we’ve nothing to hide; there’s no creative accounting, no tricks, it is what it is and there’s nothing for us to gain by presenting things any other way

We’re managing it, (we like to think!) we know what we’re doing, and, closely monitored by a board made up of 7 vastly experienced non executive directors (and only 3 executive directors), it’s part of a controlled strategy to get out of this division, backed by our owner (who some people seem to forget - or gloss over - has already invested over £200 million in this football club).

As I've repeatedly explained, Championship revenues – even the best of them like ours – do not produce income to support a promotion-chasing playing budget. As such, and as much as we want to be self-sufficient, we rely on Tony’s generous subsidy (other Championship-challenging clubs are similarly subsided by their owners or through parachute payments or, in some cases, both!


Fans working with the club, not against it

It’s why everyone in this club gets hugely irritated when they read supporters encouraging others to "stop buying season tickets", "stop attending matches", "don’t buy the merchandise", or "drink and eat elsewhere" when everyone at the club is trying so hard to raise revenues to support our playing budget and reduce the dependency on Tony.

Everyone is of course entitled to spend their hard earned money how and where they wish, but often those behaving in this way are the same characters demanding a bigger playing budget or criticising the club for failing to sign certain players; to us, to be totally honest, it’s a very odd mentality and it makes little sense. Thankfully, again, it’s a very small number of people .


The BBC 'Price of Football' survey

We’re not a public company, so, even though we could, we do not need to “steer” people on our annual results - or feel the need to use information at certain times to defend a BBC survey!

With the greatest respect to the poster that suggested this, we are simply responding to questions the survey raised not orchestrating some Machiavellian plot to divert attention from our own accounts or from something – season ticket pricing - that’s been in the public domain for five months or more!

Again, let’s be clear, we have never claimed to have the cheapest tickets - and the BBC have not revealed anything that wasn’t already in the public domain about our pricing or anyone else’s. They have created headlines by taking a simplistic view of ticket pricing and failing to reflect the added value that we – and some other clubs – offer to their season ticket holders. For me, this is disingenuous at best, mis-leading and unfair at worst.


More on Club finances

Given that we do have a small number of shareholders, I do however need to be respectful of their investment on our club and therefore the timing of our accounts follows our financial year and the statutory reporting period we are required to follow; again, nothing sinister in this: we have reporting deadlines to our auditors, to the Football League and to Companies House – and we follow them.

Unfortunately, without getting in to the specifics of last year’s numbers, I’m not a miracle worker so the notion of me “eliminating” losses in just over 2 years is a little ridiculous and for the poster that suggested this was my job shows a lack of understanding of how any business operates, let alone a football club’s finances.

However, as I state in this week’s programme notes, we continue to increase income and to reduce our costs; of course, this work is ongoing but most importantly it has allowed us to maintain our football budgets despite a lower central contribution from the Football League and new FFP constraints meaning Tony’s contribution must be reduced.

At the same time, we have opened and are running a hugely expanded (and therefore expensive) training ground and academy; from our work to increase income and reduce (other) operational costs, we must fund this (and all that sails in it).

We will not always be able to give supporters what they want; we will not always agree with every complaint they make; we won’t always give in to unreasonable demands. We must establish policies and procedures that reflect the size of our club and the season ticket holders we now service. Yes, this is different from the Withdean and Gillingham years, but so are the numbers involved!


Albion staff and directors

I’m incredibly proud of the hard work our staff – all of them - have put in to help us boost income and become more efficient in the past two years or so – and, indeed, since the Amex opened; this stuff doesn’t happen by accident and it takes a lot of planning, effort, and skill to deliver. This club is very lucky to employ some very talented and very hard working people at all levels. Fortunately, many fans appreciate this and regularly email the staff with messages of support and thanks – which helps!

Finally, around the board room table, we have 10 people – including one that has invested over £200 million of his own money, several others who have spent a lifetime following and supporting this football club (and have intimate knowledge of everything that’s happened before), a few that have spent the best part of half a century of their career running professional football clubs, and a few others that have built, run, and, in some cases, sold businesses far bigger and far more complex than this one; the vast majority of our board live locally and face supporters every day.


Summing up

If there is a more open, transparent, accountable, hard-working group of people than those that own, run, or are employed by this football club, then I’ve not come across them in my business career – and I’be been lucky enough to work with many great people in some fantastic organisations; I'd really like to think that the majority of supporters would take heart and confidence from the way we do things.

Not one mention of the 83 cash Smoke and mirrors i tell ya smoke and mirrors

 

[DumLum]

Not 'this' at all, though.

He never said they were irritated with those buying food and drink.
He never even said they were irritated with those NOT buying food and drink.

He said they were irritated with those who are actively agitating and trying to encourage others not to buy food and drink.
He has a point.

My view is supporters are better getting food/drink elsewhere due to the poor service etc. The club should be trying to improve the service rather than dismissing my view as irritating. Are we not allowed to give our views to fellow fans on a football foram?

 

[Bladders]

He seems to be reinforcing the notion of ''dont listen to the twats on NSC when its comes to how the club should be run''.

Agreed.

 

[CheeseRolls]

This. Basically just pleading with people to spend more money...oh dear: dignity, always dignity. However - making it easier for people to do so while not being left feeling like they're getting decent value for money would seem a more sensible long-term marketing strategy to me anyway, looking at this from afar. "Buy a pie or we'll sell some more players" really shouldn't ever get printed above the club shop.

I think that is part of the problem of looking at this from afar though. All you really hear is those who keep banging on about how awful things are. For every one of those, there are plenty more who enjoy a pie and a pint without getting all stressy over the whole thing, so yes this does get blown out of all proportion.

Personally I never bother with a beer at half time, it really isn't worth the hassle for me, as much as I enjoy a match day pint, before the game. Occasional or first time visitors, have to make a value judgement and whilst the club wants to put out the message that they are serving award winning pies and local ales, the moaners will tell you that they are too expensive, variable quality, poorly served or the queues are too long. Many of these complaints may be valid, but it ignores all those people who are happy to keep coming back and buying more and the net effect can be a bad reputation, that is not necessarily deserved.

 

[hans kraay fan club]

My view is supporters are better getting food/drink elsewhere due to the poor service etc. The club should be trying to improve the service rather than dismissing my view as irritating. Are we not allowed to give our views to fellow fans on a football foram?

When you put it as rationally as that, I have no issue with it - although I think there is a silent majority who actually don't have an enormous problem with the service.

Where I can see and understand the club's irritation, is with a number of posters who have been almost evangelical in the past about trumpeting any percieved problems, and rejoicing in encouraging people to 'eat in town', etc.

I singled out SuperPhil as he was the first that came to mind. Herr Tubthumber's threads on the 1901 food are another - even though he has explained that they are tongue-in-cheek, that doesn't stop them from being damaging. There are plenty of others.

 

[hans kraay fan club]

- although I think there is a silent majority who actually don't have an enormous problem with the service.

I think that is part of the problem of looking at this from afar though. All you really hear is those who keep banging on about how awful things are. For every one of those, there are plenty more who enjoy a pie and a pint without getting all stressy over the whole thing, so yes this does get blown out of all proportion.

Personally I never bother with a beer at half time, it really isn't worth the hassle for me, as much as I enjoy a match day pint, before the game. Occasional or first time visitors, have to make a value judgement and whilst the club wants to put out the message that they are serving award winning pies and local ales, the moaners will tell you that they are too expensive, variable quality, poorly served or the queues are too long. Many of these complaints may be valid, but it ignores all those people who are happy to keep coming back and buying more and the net effect can be a bad reputation, that is not necessarily deserved.

Exactly. Well said.

 

[Silverhatch]

Jimmy Hill fought to abolish the maximum wage because club owners took the piss out of players.

He'd probably fight just as hard now, if he were able, to implement a minimum wage because players now take the piss out of club owners.

As with everything in life there's probably a happy medium - and football hasn't found it yet.

 

[Eeyore]

Shit midgets. Marcus Hancocks today at 15:01

WSU season ticket holder.

Better?

Fair play, no-one could accuse you of cowardice. My main point though is the need for abusive terms. Although, in fairness, from some parts of the WSU, the term 'midgets' could have a profound accuracy attached to it.