I have received an unsolicited email from PB following an email from a fan making him aware of the recent discussion on a NSC thread about him using the term "customer" to describe us. I reproduce it below unedited:
"I'm out of the office today but I've just been e-mailed by a fan who asked me to clarify why I describe Albion fans as "customers".
Apparently this came up at the chairman's fans forum in London last night, which unfortunately I was not at, and according to the email is now a debate on North Stand Chat too, so, through you if I may, I'm happy to clarify for everyone's benefit:
- firstly, I've never described Albion fans as "customers" (instead of fans/supporters). This seems to be something of a myth that one or two people like to perpetuate for whatever reason!
- from memory, my exact words were that "it's very important for football clubs to treat and think of their fans/supporters as customers...". And we absolutely should when it comes to service and communication.
- secondly, the reason/context this point was ever made was, I think, in response to a question I answered at an early fans forum about why the club had a " customer service department".
- it's worth noting that the Albion's customer service department, led superbly by Sally Townsend, who retired last year, was in place well before I arrived at the club - and I think dates back to Withdean years.
- I suspect the Albion would have originally established this department as part of a Football League mandate for ALL club's to publish a customer charter and to establish such a department (the Premier League has a similar charter and requirements for clubs).
- ironically, I re-named Albion's " customer service department" as " supporter services" as it covers a broader remit and I think it better describes what our team does in this area and the title of the department resonates more with fans.
- finally, I'm old enough to remember the time football clubs were NOT required or expected to think or treat supporters as customers - and, indeed, didn't: stadium conditions were terrible, letters went unanswered, phone calls went unreturned etc.
I therefore think the change in football club mindset towards its supporters is a good thing not a bad thing. I hope this helps."
"I'm out of the office today but I've just been e-mailed by a fan who asked me to clarify why I describe Albion fans as "customers".
Apparently this came up at the chairman's fans forum in London last night, which unfortunately I was not at, and according to the email is now a debate on North Stand Chat too, so, through you if I may, I'm happy to clarify for everyone's benefit:
- firstly, I've never described Albion fans as "customers" (instead of fans/supporters). This seems to be something of a myth that one or two people like to perpetuate for whatever reason!
- from memory, my exact words were that "it's very important for football clubs to treat and think of their fans/supporters as customers...". And we absolutely should when it comes to service and communication.
- secondly, the reason/context this point was ever made was, I think, in response to a question I answered at an early fans forum about why the club had a " customer service department".
- it's worth noting that the Albion's customer service department, led superbly by Sally Townsend, who retired last year, was in place well before I arrived at the club - and I think dates back to Withdean years.
- I suspect the Albion would have originally established this department as part of a Football League mandate for ALL club's to publish a customer charter and to establish such a department (the Premier League has a similar charter and requirements for clubs).
- ironically, I re-named Albion's " customer service department" as " supporter services" as it covers a broader remit and I think it better describes what our team does in this area and the title of the department resonates more with fans.
- finally, I'm old enough to remember the time football clubs were NOT required or expected to think or treat supporters as customers - and, indeed, didn't: stadium conditions were terrible, letters went unanswered, phone calls went unreturned etc.
I therefore think the change in football club mindset towards its supporters is a good thing not a bad thing. I hope this helps."
