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Post by brianss on Aug 15, 2014 6:51:11 GMT
15 AUG 2014
Hi
Following the complaints received following Saturday’s Grimsby game, I would like to thank Barry Bradshaw and the Catering staff at Bristol Rovers for kindly doing all they can to rectify any problems I regret you may have had on the day. I can confirm the following:
1. Service in the Bars
We had the usual number of staff per bar as we have always had in the past. However, we could not anticipate the fantastic increase in attendance which naturally put pressure on the bars. Wherever possible on the day, we brought in additional staff to help reduce queues For the next home game we will ensure we increase the normal staffing levels in order to alleviate any further problems.
2. Happy Hour
The ‘Happy Hour’ promotion only ran prior to the game. However, it did in fact run All bars(including the Executive Lounge). We take on board the Fans disappointment that the promotion didn’t continue following the game and will discuss this with Toni and Ian on their return from annual holiday on Monday.
We also take note of the comments about posters not being clear enough or placed in inappropriate positions and will ensure this is improved for future games.
We are not aware of any ‘4 pints for £10’ posters being in situ as these were all removed along with the Jug Bars at the end of the Rugby season.
3. Cider
We are confused by the comment that Butcombe stock ran out at 12:30 as we still have stock of beers and ciders today. We can only imagine that the member of bar staff serving may have said “we’ve ran out” as a barrel was being changed.
4. Food
Due to the level of crowd attendance we did in fact sell out of certain stock lines in the Kiosks and will do our best to improve this for future games within the limits of our stock holding.
We accept there was a problem with the deep fat fryer in the Social Club Kitchen resulting in complaints about inedible chips. As soon as this was notified to the catering managers the problem was resolved and we can assure you it will not happen again. As is our policy, any people who complained on the day were given a full refund and apology.
5. Scoreboard/Microphone
These technical problems are currently being looked at and will be resolved by the next game.
In summary, Saturday was a very busy game. Where we anticipated a crowd of between 5/5,500 people, in fact 7,000 fans turned out which naturally put additional pressure on all areas. On the whole, we felt the first home game of the season went extremely well, supported by a great crowd of loyal supporters.
We will always listen to constructive criticism and strive to make improvements as necessary. We hope the above will be accepted as a fair response.
6. I shall continue to follow-up the post match Happy Hour. Steve I can tell you that the club introduced Chicken mushroom and vegitable pasties, but I have asked that some chicken and mushroom pies are made available for you and others - check with catering in the Bristol Room. I have also asked about food prices - these have now been reviewed and I hope you find there will be new family and children offers and lower prices - club doing all they can to help including ensuring more pasties.
Best wishes
Bri
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Deleted Member
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Post by Deleted on Aug 15, 2014 7:48:58 GMT
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Post by amgas on Aug 15, 2014 8:04:21 GMT
Seems a reasonable response, and at least BSS is trying to sort. Sure what ever is said won't be good enough for many ....
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Post by seanclevedongas on Aug 15, 2014 8:08:07 GMT
Hi Brian, thank you for the response. Sods law though the club will have extra bar staff and extra food next Saturday but because the results have been poor (and could get worse tomorrow) the crowd will probably be 5-5500
Club probably can't win!
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Post by Jon the Stripe on Aug 15, 2014 8:24:17 GMT
Fair play Brian, quick action and response. Sounds like criticism was just yet also almost unavoidable as you say due to much larger than anticipated attendance.
Credit to you for acting promptly and getting questions answered.
UTG
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Post by mjhgas on Aug 15, 2014 8:55:04 GMT
Failed to plan or anticipate again - Bristol Rovers - roll up & join the circus.
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Post by Gas Go Marching In on Aug 15, 2014 8:56:16 GMT
15 AUG 2014 Hi Following the complaints received following Saturday’s Grimsby game, I would like to thank Barry Bradshaw and the Catering staff at Bristol Rovers for kindly doing all they can to rectify any problems I regret you may have had on the day. I can confirm the following: 1. Service in the Bars We had the usual number of staff per bar as we have always had in the past. However, we could not anticipate the fantastic increase in attendance which naturally put pressure on the bars. Wherever possible on the day, we brought in additional staff to help reduce queues For the next home game we will ensure we increase the normal staffing levels in order to alleviate any further problems. 2. Happy Hour The ‘Happy Hour’ promotion only ran prior to the game. However, it did in fact run All bars(including the Executive Lounge). We take on board the Fans disappointment that the promotion didn’t continue following the game and will discuss this with Toni and Ian on their return from annual holiday on Monday. We also take note of the comments about posters not being clear enough or placed in inappropriate positions and will ensure this is improved for future games. We are not aware of any ‘4 pints for £10’ posters being in situ as these were all removed along with the Jug Bars at the end of the Rugby season. 3. Cider We are confused by the comment that Butcombe stock ran out at 12:30 as we still have stock of beers and ciders today. We can only imagine that the member of bar staff serving may have said “we’ve ran out” as a barrel was being changed. 4. Food Due to the level of crowd attendance we did in fact sell out of certain stock lines in the Kiosks and will do our best to improve this for future games within the limits of our stock holding. We accept there was a problem with the deep fat fryer in the Social Club Kitchen resulting in complaints about inedible chips. As soon as this was notified to the catering managers the problem was resolved and we can assure you it will not happen again. As is our policy, any people who complained on the day were given a full refund and apology. 5. Scoreboard/Microphone These technical problems are currently being looked at and will be resolved by the next game. In summary, Saturday was a very busy game. Where we anticipated a crowd of between 5/5,500 people, in fact 7,000 fans turned out which naturally put additional pressure on all areas. On the whole, we felt the first home game of the season went extremely well, supported by a great crowd of loyal supporters. We will always listen to constructive criticism and strive to make improvements as necessary. We hope the above will be accepted as a fair response. With k 6. I shall continue to follow-up the post match Happy Hour. Steve I can tell you that the club introduced Chicken mushroom and vegitable pasties, but I have asked that some chicken and mushroom pies are made available for you and others - check with catering in the Bristol Room. I have also asked about food prices - these have now been reviewed and I hope you find there will be new family and children offers and lower prices - club doing all they can to help including ensuring more pasties. Best wishes Bri Only expected a crowd of 5000/5500 for the first game of the season and with the reduced ticket prices! I'm not gonna lie I predicted approx 6500 but even that is 1000-1500 oger what you predicted. That somes up how poorly run we are alone. |
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Post by spoony on Aug 15, 2014 8:58:01 GMT
What's wrong with the response this time? They admitted there were mistakes, gave explanations why, apologised and said that they won't happen again. Next time maybe the catering staff should visit every person who was there and apologise in person? |
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Post by hanham on Aug 15, 2014 9:04:41 GMT
Thanks Bri
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Post by meader on Aug 15, 2014 9:09:58 GMT
So..it looks as if Happy Hour is run by Toni Wattala, a person who has never ever comes into our bars. If he did then he would see just how many come in after the games. Get Happy Hour back and keep everyone in the bars. If no happy hour then people will leave early and may not come back.
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Post by empirebaypete on Aug 15, 2014 9:17:33 GMT
We're obviously surviving on a shoestring budget. Isn't it better to run out of things rather than have 500 pasties go in the bin at the end of the day. The comments about the mic & scoreboard I can understand. But realistically can we expect the club to cater for a 7000 crowd when we've been relegated and the game is live on TV?
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Post by phillistine on Aug 15, 2014 9:20:09 GMT
15 AUG 2014 Hi Following the complaints received following Saturday’s Grimsby game, I would like to thank Barry Bradshaw and the Catering staff at Bristol Rovers for kindly doing all they can to rectify any problems I regret you may have had on the day. I can confirm the following: 1. Service in the Bars We had the usual number of staff per bar as we have always had in the past. However, we could not anticipate the fantastic increase in attendance which naturally put pressure on the bars. Wherever possible on the day, we brought in additional staff to help reduce queues For the next home game we will ensure we increase the normal staffing levels in order to alleviate any further problems. 2. Happy Hour The ‘Happy Hour’ promotion only ran prior to the game. However, it did in fact run All bars(including the Executive Lounge). We take on board the Fans disappointment that the promotion didn’t continue following the game and will discuss this with Toni and Ian on their return from annual holiday on Monday. We also take note of the comments about posters not being clear enough or placed in inappropriate positions and will ensure this is improved for future games. We are not aware of any ‘4 pints for £10’ posters being in situ as these were all removed along with the Jug Bars at the end of the Rugby season. 3. Cider We are confused by the comment that Butcombe stock ran out at 12:30 as we still have stock of beers and ciders today. We can only imagine that the member of bar staff serving may have said “we’ve ran out” as a barrel was being changed. 4. Food Due to the level of crowd attendance we did in fact sell out of certain stock lines in the Kiosks and will do our best to improve this for future games within the limits of our stock holding. We accept there was a problem with the deep fat fryer in the Social Club Kitchen resulting in complaints about inedible chips. As soon as this was notified to the catering managers the problem was resolved and we can assure you it will not happen again. As is our policy, any people who complained on the day were given a full refund and apology. 5. Scoreboard/Microphone These technical problems are currently being looked at and will be resolved by the next game. In summary, Saturday was a very busy game. Where we anticipated a crowd of between 5/5,500 people, in fact 7,000 fans turned out which naturally put additional pressure on all areas. On the whole, we felt the first home game of the season went extremely well, supported by a great crowd of loyal supporters. We will always listen to constructive criticism and strive to make improvements as necessary. We hope the above will be accepted as a fair response. With k 6. I shall continue to follow-up the post match Happy Hour. Steve I can tell you that the club introduced Chicken mushroom and vegitable pasties, but I have asked that some chicken and mushroom pies are made available for you and others - check with catering in the Bristol Room. I have also asked about food prices - these have now been reviewed and I hope you find there will be new family and children offers and lower prices - club doing all they can to help including ensuring more pasties. Best wishes Bri Only expected a crowd of 5000/5500 for the first game of the season and with the reduced ticket prices! I'm not gonna lie I predicted approx 6500 but even that is 1000-1500 oger what you predicted. That somes up how poorly run we are alone. This kind of comment makes me smile. As the club estimated the attendance less than you - this is your basis for making the comment that this sums up why BRFC is poorly run  . |
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Post by Gas Go Marching In on Aug 15, 2014 9:26:03 GMT
Only expected a crowd of 5000/5500 for the first game of the season and with the reduced ticket prices! I'm not gonna lie I predicted approx 6500 but even that is 1000-1500 oger what you predicted. That somes up how poorly run we are alone. This kind of comment makes me smile. As the club estimated the attendance less than you - this is your basis for making the comment that this sums up why BRFC is poorly run . Not sure how to take that? It's true though. If an average fan like me is better at predicting that sort of thing than the club then you have to start looking at yourselves! Our planning and preparation for things is god damn awful from not knowing how much relegation cost us to how much the attendance will be! Highs didn't even know who the manager would be this season a few weeks after the last one ended or what the budget would be. Shocking. |
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Post by I Voted For Kodos on Aug 15, 2014 9:29:44 GMT
So..it looks as if Happy Hour is run by Toni Wattala, a person who has never ever comes into our bars. If he did then he would see just how many come in after the games. Get Happy Hour back and keep everyone in the bars. If no happy hour then people will leave early and may not come back. Surely the point of a Happy Hour is that it is a limited time offer to get people in. If we ran Happy Hour after the game as well, aren't we just discounting our prices permanently ? |
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Post by spoony on Aug 15, 2014 9:30:36 GMT
This kind of comment makes me smile. As the club estimated the attendance less than you - this is your basis for making the comment that this sums up why BRFC is poorly run . Not sure how to take that? It's true though. If an average fan like me is better at predicting that sort of thing than the club then you have to start looking at yourselves! Our planning and preparation for things is god damn awful from not knowing how much relegation cost us to how much the attendance will be! Highs didn't even know who the manager would be this season a few weeks after the last one ended or what the budget would be. Shocking. A broken clock will be correct twice a day. If you think you can do a better job at predicting the catering needs for every home game in a season, get in touch with them. I'm sure they would welcome it. |
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Post by Gas Go Marching In on Aug 15, 2014 9:33:54 GMT
Not sure how to take that? It's true though. If an average fan like me is better at predicting that sort of thing than the club then you have to start looking at yourselves! Our planning and preparation for things is god damn awful from not knowing how much relegation cost us to how much the attendance will be! Highs didn't even know who the manager would be this season a few weeks after the last one ended or what the budget would be. Shocking. A broken clock will be correct twice a day. If you think you can do a better job at predicting the catering needs for every home game in a season, get in touch with them. I'm sure they would welcome it. Pathetic. Some people just won't accept criticism. |
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Post by philbemmygas on Aug 15, 2014 9:38:52 GMT
So..it looks as if Happy Hour is run by Toni Wattala, a person who has never ever comes into our bars. If he did then he would see just how many come in after the games. Get Happy Hour back and keep everyone in the bars. If no happy hour then people will leave early and may not come back. Surely the point of a Happy Hour is that it is a limited time offer to get people in. If we ran Happy Hour after the game as well, aren't we just discounting our prices permanently ? If it increases footfall & bar takings then it is a good thing, generally the bar prices are high in comparison to local pubs. still damned if they do & damned if they don't. Jimbo out! |
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Post by spoony on Aug 15, 2014 9:41:21 GMT
A broken clock will be correct twice a day. If you think you can do a better job at predicting the catering needs for every home game in a season, get in touch with them. I'm sure they would welcome it. Pathetic. Some people just won't accept criticism. I assume you have tried rather than just ranting on an independent forum about it? If you are making them think its criticism (unless you mean to me) then maybe wording it as help rather than criticism? |
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Post by Gas Go Marching In on Aug 15, 2014 9:46:49 GMT
Pathetic. Some people just won't accept criticism. I assume you have tried rather than just ranting on an independent forum about it? If you are making them think its criticism (unless you mean to me) then maybe wording it as help rather than criticism? I am merely giving an example of how poorly run I think we are. What were you expecting our attendance to be for the first game? |
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Post by seanclevedongas on Aug 15, 2014 9:56:42 GMT
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