Good point. A functional organization has a middle management that has the resources and authority to solve most customer problems. Dysfunctional ones (which I have more personal experience with) bury them whenever possible.
Shit, my lab has what's called a CA/PA (Corrective Action/Preventive Action) system that is triggered when a customer complains (since we sell biological products). CAPA's are bad, it means that there will be at a minimum significant re-training for employees that are involved, if the event that triggers a CAPA is bad enough you'll just get fired. An organization that doesn't take customer complaints seriously is doomed to fail, either through public disapproval (and subsequent lack of business and profits) or by other organizations having to step in and create oversight corrections.
Agreed. I've directed one in my career. My comment that the negative feedback will be sent up the chain and die was based on my impression of RSL that at some point it will reach the person responsible for the bad decision and that person will sweep it under the rug. Unless there is a significant loss of revenue related to the decision(s). In which case said individual might send a revised report of the actual feedback to their boss...in effect killing the true feedback.
I am not saying I am well connected, far from it in fact. However, as I run into people I know and random strangers wearing RSL gear, I am sensing a pattern. Most people I have talked to have either cancelled their season tickets or are taking a wait and see approach and haven't renewed them yet. Most popular reason: Cassar still the coach. Other reasons mentioned are Javi, Burrito, and perceived FO ineptitude. (You can read that as three separate reasons or one really long one)
My brother-in-law works at DOMO and told me that they have threatened to cancel their box as a result of Cassar and the Javi situation.
In the past Bill Manning was a huge factor in building corporate partnerships. He helped bring in new companies and even keep existing ones in the fold when they talked about bowing out. I have no clue who is carrying that torch currently, and how well it's going. But I think this off-season will be a huge test for that.
This season is going to be really interesting. I wonder how long it will take before we start seeing discount packages?
How long until the Maverick discount tickets come back? Currently it is just $5 off the ticket price, rather than the $14-$15 tickets.
There was a lot of Christmas era advertising. For the record, I don't wish RSL ill, I really don't. I just can't support it in its current managerial incarnation. I have to see real change before I commit $ and 20 evenings to the experience.
I'm more this than hoping RSL hits a real shit streak financially. Because, if RSL did have a year or two of really bad revenue, what's to stop DLH from offloading them to another owner? And I'm not of the hopeful opinion that anybody else would buy this team and keep them here.
Moving the team would be difficult and financially painful. IIRC, the team signed a 20 year agreement before building Rio Tinto, and the agreement had some teeth to it that would prevent the team from easily moving. They've got 12 years left on the agreement.
short term, they stay. long term (when the sell would hypothetically take place), that doesn't mean much
Given all the academies DLH is building, I think it would have to take some serious hits before he sold it off. I just don't see a guy investing as much as he has, and bailing after a couple of bad years.
While I always complain about how there's virtually nothing to do in and around Rio Tinto Stadium, I'll applaud Sandy City for their master plan called "The Cairns". The Salt Lake Valley is going to continue to grow and we're running out of room. Bully for Sandy for putting together a plan to build up and build around transit. Hopefully in the next 10 years, we have some nice bars, restaurants, condos, etc near the RioT to make it feel more like a neighborhood. Granted, I might not live in Utah by that time, but it's still a good plan. Link to the Master Plan
I mean, cool and all. But all I think of when looking at all of this is "********, Sandy is just going to be orange cones forever, huh?"
Sandy reminds me of the Buckhead area of Atlanta with this plan. And, yes, you'll have to deal with cones. However, my inner urbanist is super excited about this project and I wish my neighborhood (Murray) would do something similar.
Anyone else see this fan complaint and "Leo the Lion" response after the season ticket promo? Nick lays out a point-by-point treatise on why he is not longer a season ticket holder. He lays out many of the complaints noted in BigSoccer posts, but he does sound a bit whiny. "Leo" has some interesting responses, but comes off very condescending. I think RSL needs to take a pro-active tone considering season tickets purchases are down 20%. At the same time having a mascot talking down to a fan expressing common and valid concerns may not be the best way to do this.
Is that THE Leo the Lion? Or someone who created an account with that name? I'd be surprised if that is an official account...
where are you getting this 20% number from? And I seriously doubt it's actually Leo/FO person. Biggest hint - dude doesn't have a picture. Just some guy trolling the guy complaining. And the guys complaints are, for me at least, weak as shit. 1. The price lock thing is amazing even if it is for 2 more years after your first one. Why would you be mad at this? I don't get it 2. Season ticket gift? Yawn 3. Meet the team event? Double yawn 4. You have a shitty rep - mine is pretty good 5. See number 4
Probably just the inversion talking, but what do you do when this team is a source of more irritation than joy? #Cassared
Grin and bear it. If good days ever come back, they will taste so much better after a strong diet of bitterness.