Will Azure up their game this season?

[Bry Nylon]

With the new season just around the corner, how confident are you that Azure have learned the lessons of 2011/12?

Broadly, the problems seemed to fall into 5(ish) categories:

1. A lack of adequately trained and motivated front-line staff.
2. A lack of supervision in the kiosks to spot and correct ad-hoc issues.
3. A lack of match-day management to spot and correct systemic issues.
4. An inability to deliver consistent supply across the stadium in-line with a fairly consistent demand.
5. Lack of dialogue with customers / absence of any request for constructive feedback after each match.

Will any of these have been addressed since May?

 

[Bladders]

I hope so. Running out of pies/not having enough ready will definitely be a no no for us East Stand Upperners.

Also, one of them refused me beer (after I'd queued at Harveys kiosk for 10 minutes to then be told he'd run out )saying it was too late when the girl behind her was pouring pints willy nilly for every one else.

Really halftime should be extended to 30 minutes so there's plenty of time for more beer and pie.

 

[seagullsovergrimsby]

I think they will still have problems with the front-line staff due to recruiting and training up new staff to replace those who have finished Uni and returned home.

 

[NickBHAFC18]

Hopefully, but something tells me it wont. The flaws in the service last year has made me seriously doubt them.

 

[HenryC]

I hope so. Running out of pies/not having enough ready will definitely be a no no for us East Stand Upperners.

Also, one of them refused me beer (after I'd queued at Harveys kiosk for 10 minutes to then be told he'd run out )saying it was too late when the girl behind her was pouring pints willy nilly for every one else.

Really halftime should be extended to 30 minutes so there's plenty of time for more beer and pie.

Maybe it would be best if the game was played early and then shown in 15 minute bursts on the big screens and then paused for half an hour or so for everyone to buy beers and pies. The last 15 minutes could then be repeated a few times to cater for the early leavers!

 

[Albion Dan]

I do know the club is FAR from impressed witg Azure and has brought people in to try and sort it out. Lets see if it makes any difference.

 

[Max Paper]

More toilets should be the priority, Azure can wait...

 

[7:18]

for the SSC game the pie & soft drink deal was no longer £5, it was £6...think the pie & beer was 7.50?

can anyone confirm the prices for these combos went up or am I remembering wrong?

 

[Bladders]

Maybe it would be best if the game was played early and then shown in 15 minute bursts on the big screens and then paused for half an hour or so for everyone to buy beers and pies. The last 15 minutes could then be repeated a few times to cater for the early leavers!

Mmm, you could be onto something, this would definitely make more time for beer and pie.

I mean, that's why we all go isn't it?

 

[Bladders]

More toilets should be the priority, Azure can wait...

Perhaps you should consider getting a bag fitted.

 

[severnside gull]

With the new season just around the corner, how confident are you that Azure have learned the lessons of 2011/12?

Broadly, the problems seemed to fall into 5(ish) categories:

1. A lack of adequately trained and motivated front-line staff.
2. A lack of supervision in the kiosks to spot and correct ad-hoc issues.
3. A lack of match-day management to spot and correct systemic issues.
4. An inability to deliver consistent supply across the stadium in-line with a fairly consistent demand.
5. Lack of dialogue with customers / absence of any request for constructive feedback after each match.

Will any of these have been addressed since May?

I worked in catering (training) before going into education but the issues you highlight could have been taken from any group I worked with more than 30 years ago. What is it they say? Plus ca change................?

1. Because of turnover in low paid (and hard) work the quality of staff probably won't alter - a high percentage of people tend not to stay long enough to significantly improve. It is an issue for the industry sector but you can only offer so much training in the time available which is why recruiting people with the right characteristics and attitude to customer care is vital.
2. This should improve as supervisory staff are the ones who tend to stay
3. I'm not convinced this is the issue you feel it is- managerial staff aren't necessarily obviously apparent to customers. I suspect they are there. As supervisory staff are promoted over time the service will probably improve because of the experience they bring to the role.
4. Not convinced that your perception of constant demand is accurate. With relatively low margins it is essential to minimise waste so careful stock management is crucial especially as the products are sales-time limited, but there is also the issue of physically transfering stock from storage to POS during a game - storage at the sales point is limited by available space while moving stock through the crowds it is often not practical.
5. I am staggered that there is not a very clear open and accessible dialogue. I bet they think there is! Maybe worth speaking to Atilla as he and others seem to have a pretty good link to the service provider. You never know - he might welcome some support and advice on how others see it.

 

[TheJasperCo]

I'm sure I remember a rep from Azure dropping in earlier this season to ask our feedback. Hopefully any constructive criticisms that were given will be taken into account.

 

[Bozza]

5. Lack of dialogue with customers / absence of any request for constructive feedback after each match.

Azure approached me about using NSC in a more formal basis to get post-match feedback, and allow them to respond and update on how they saw things.

I gave them a few suggestions as to how we could run it and they didn't bother responding. That was a long time ago now. I'd happily help if they could be arsed.

 

[Rich Suvner]

Azure approached me about using NSC in a more formal basis to get post-match feedback, and allow them to respond and update on how they saw things.

I gave them a few suggestions as to how we could run it and they didn't both responding. That was a long time ago now. I'd happily help if they could be arsed.

Basically Azure have been shit and this is a sad reflection on their commitment to improve things.

 

[Bladders]

Azure approached me about using NSC in a more formal basis to get post-match feedback, and allow them to respond and update on how they saw things.

I gave them a few suggestions as to how we could run it and they didn't bother responding. That was a long time ago now. I'd happily help if they could be arsed.

They probably read up and realised this wasn't the place for constructive criticism

 

[Bry Nylon]

I worked in catering (training) before going into education but the issues you highlight could have been taken from any group I worked with more than 30 years ago. What is it they say? Plus ca change................?

1. Because of turnover in low paid (and hard) work the quality of staff probably won't alter - a high percentage of people tend not to stay long enough to significantly improve. It is an issue for the industry sector but you can only offer so much training in the time available which is why recruiting people with the right characteristics and attitude to customer care is vital.

That's an interesting point, and a significant problem for sectors where the front-line staff tend to be temporary.

As an aside, I occasionally get involved in initial recruitment for my industry. A senior officer once advised me, "recruit on attitude, dismiss on attitude."

That's a philosophy that has worked pretty well.

 

[Surf's Up]

I assume there are penalty clauses in Azure's contract linked to at least some of the deficient service areas and I hope these are being applied by the club. Severnside gull points out the problems with the industry sector and I suspect these are compounded by poor pay, average to poor management and poor people selection processes. SG also suggests that relatively low margins are the industry norm - I wonder if this is the case at the Amex and how much pay flexibility they've got without passing the cost on to the customer? Would we be prepared to pay for better service I wonder?

 

[JCL]

for the SSC game the pie & soft drink deal was no longer £5, it was £6...think the pie & beer was 7.50?

can anyone confirm the prices for these combos went up or am I remembering wrong?

If I remember correctly, Pie & Pint was £6.50 last season?

Been told that prices in Dick's Bar have gone up around 30p a pint... perhaps all part of our new CEO's drive to increase revenues...?

 

[Lethargic]

We went on the tour a couple of weeks ago and the guide did bring up the fact that the club were well aware of the problems last year and he stated that they were working with Azure to rectify a lot of the problems so here's hoping.

 

[Ninja Elephant]

I saw a job advert for frontline matchday staff. £6 per hour. Will Azure up their game this season? Probably not.