I can't see the problem. The email is simply a marketing tool to let you know, as a 'registered' ticket holder, what is available. The email is easy to read, informative and there is no obligation whatsoever for you to do anything at all except read it, or if you prefer, delete without reading. It's not as if it were some kind of scam. We know how unpopular the 'regime' is but to ridicule and smear every single thing that they do or try to do is just a little bit too picky picky
I think we need to excuse Katie - the questions are for her manager and the chief executive to answer. Clearly a professional organisation should not be doing this, but it's management - or the lack of it - that needs to be held to account.
You could quote Peter Varney's wise words to the group, in the process of telling them to poke it;
“The relationship between football and supporters extends way beyond the price of a ticket. For the majority it is a near-unbreakable emotional bond. “As a business football has so many strands and supporters are a key part of each one. Apart from the relationships they form with the players on the pitch, there is sponsorship and advertising income, which is heavily dependent on the level of support for a club and its resulting wider media exposure. “Increasingly, businesses are supporting stadium naming rights deals and stadia events, and again it is the support for a club which dictates the income that can be earned in these areas. “It is the supporters who buy replica shirts and merchandise, supporters and their businesses who hire facilities to generate conference and banqueting income, and supporters who generate income from programmes sales, the club website and much more. “When supporters feel negative about their club, these revenue streams decline. “Yes, they may be customers as well, but they are supporters first and foremost, and if none of the other micro-businesses existed they would still support their team.
“And you know what? If I did have a bad meal in a restaurant I wouldn’t shout at the waiter, I just wouldn’t go back. As the owner of the business I would prefer that you did complain or shout, as I could then do something to resolve the problem. “Apathy is the biggest enemy, as it represents the silent loss of revenue and means a struggle to recover business lost. “Instead of alienating football supporters and challenging them, you need to encourage them and give them a vision to support. “In a professional league structure of 92 teams only a few can be successful in any given season, but supporters must have hope and belief in what you are doing. If that is lost you move into a negative cycle, which can be difficult to reverse.
I can't see the problem. The email is simply a marketing tool to let you know, as a 'registered' ticket holder, what is available. The email is easy to read, informative and there is no obligation whatsoever for you to do anything at all except read it, or if you prefer, delete without reading. It's not as if it were some kind of scam. We know how unpopular the 'regime' is but to ridicule and smear every single thing that they do or try to do is just a little bit too picky picky
Forgetting the content, the blunder is openly copying 47 other people. That's a fairly basic error from the marketing people. But, yes, can't fault them for the idea, just the execution.
Just rec'd this from the club, I was copied in with 48 different people, I will past my response which I copied in plus and other responses other people copy me into.
Good morning and I hope you are well?
Are you already booked in to one of games this season? If you are, we can’t wait to see you.
If you are not, isn’t it about time that you organised a day out to come and watch Charlton Athletic at the Valley? As an existing customer of our group booking scheme, we have a special offer for you. If you can get at least 20 persons together and your group is made up of mainly juniors, we can offer you a special price of just £8.00 per person for our Gold fixtures and £6.00 per person for our Silver fixtures:-
Reading Saturday 27th February 2016 – 3.00pm kick off
FOOTBALL FOR A FIVER IS BACK!!!! – Every ticket will be Five pound why not come and join us for this Saturday fixture and be one of the first to purchase tickets for this event.
MKDons Tuesday 8th March 2016 – 7.45pm kick off
This is a Silver fixture so why not let your group experience a night game under the floodlights for a change?
Middlesbrough Saturday 12th March 2016 – 3.00pm kick off
This is a Silver fixture and is being played on a Saturday at 3.00pm so come and join us.
Coach Travel for your Group.
We can even arrange coach travel to pick you up from your desired location for an extra £10 per person (you will have to fill a coach of 53 people)
Choose from one of our matches (as detailed above), give me a call on 0208 333 4000 extn. 238 and I will do the rest for you - it’s that easy.
Nothing is too difficult, we can tailor-make your day for you, so let us know about all your requirements and we will do our utmost to help.
What are you waiting for? Call us now, we are ready to help you and if this email is no longer relevant to you, please pass it on, we don’t want your group to miss out on the fun.
Kind regards,
Katie
Do we now refer to her as Katie? That is a lot more friendly, ! feel!
I'm going to 'reply all' if I get one stating my intentions not to renew my season ticket, urge the others copied in to do the same, and then advise them to protest at the Blackburn game. This could be a massive PR disaster.
Our records indicate you haven’t booked in so far this season.
We think it’d be great to see you back at the Volley watching Charlestown battle against relegation.
As an existing customer of our group booking scheme, we can offer a discounted rate if you’re looking to bring juniors to watch. The price would be £8.00 per person for our Gold fixtures and £6.00 per person for our Silver fixtures.
Here’s a list of our upcoming fixtures:- On Saturday 27th February 2016 Reading will visit The Volley and we are bringing back the football for a fiver scheme.
MK Dons arrive on Tuesday 8th March 2016 this game is classed as a silver fixture. Roland won't be there but Riga might.
Next on Saturday 12th March 2016 Middlesbrough travel to the Volley in another silver fixture. Roland won't be there but Riga might.
If you need to organise coach travel, Jose Riga or Karel Fraeye will be more than happy for a lift. No kit vans allowed.
We can even arrange coach travel to pick you up from any desired location for an extra £10 per person (you will have to fill a coach of 53 people) Yep that’s right an extortionate £530.00 is all you’ll have to pay. If any of the matches listed appeal to you, give me a call on 0208 333 4000 extn. 238 and I’ll complete your booking.
Remember we’re happy to tailor your day to any of your requirements: Need to visit Browns in shoreditch? Fine we’ll take you there. Need a dirty kebab after the game and all that £4.50 a pint booze? That’s fine. We'll pop to Charlestown Kismet Kebab. Need an escort? We’ll arrange a night for you and Katrien to cuddle up and feel the love that is Charlestown.
'Nothing is too difficult, we can tailor-make your day for you, so let us know about all your requirements and we will do our utmost to help'
can you provide 1,000 cups of tea and a bacon buttie each for the West Stand car park protesters, ask Carol to sod off home, appoint a proper Manager and then ask the team to put in a performance. PS - ask Roly to sell-up and go. Thanks.
Just rec'd this from the club, I was copied in with 48 different people, I will past my response which I copied in plus and other responses other people copy me into.
Good morning and I hope you are well?
Are you already booked in to one of games this season? If you are, we can’t wait to see you.
If you are not, isn’t it about time that you organised a day out to come and watch Charlton Athletic at the Valley? As an existing customer of our group booking scheme, we have a special offer for you. If you can get at least 20 persons together and your group is made up of mainly juniors, we can offer you a special price of just £8.00 per person for our Gold fixtures and £6.00 per person for our Silver fixtures:-
Reading Saturday 27th February 2016 – 3.00pm kick off
FOOTBALL FOR A FIVER IS BACK!!!! – Every ticket will be Five pound why not come and join us for this Saturday fixture and be one of the first to purchase tickets for this event.
MKDons Tuesday 8th March 2016 – 7.45pm kick off
This is a Silver fixture so why not let your group experience a night game under the floodlights for a change?
Middlesbrough Saturday 12th March 2016 – 3.00pm kick off
This is a Silver fixture and is being played on a Saturday at 3.00pm so come and join us.
Coach Travel for your Group.
We can even arrange coach travel to pick you up from your desired location for an extra £10 per person (you will have to fill a coach of 53 people)
Choose from one of our matches (as detailed above), give me a call on 0208 333 4000 extn. 238 and I will do the rest for you - it’s that easy.
Nothing is too difficult, we can tailor-make your day for you, so let us know about all your requirements and we will do our utmost to help.
What are you waiting for? Call us now, we are ready to help you and if this email is no longer relevant to you, please pass it on, we don’t want your group to miss out on the fun.
I'd be more worried that they are giving out your email address to 47 other people......
Straightforward breach of Data Protection Act. Complain.
Which part of DPA are you referring to? this type of comment is bandied around a lot - without justification.
The part that requires data holders to 'you to process personal data fairly and lawfully'. Even if all 48 had given permission to share with external third parties, which seems unlikely, the club has to 'handle people’s personal data only in ways they would reasonably expect'. I don't think that includes sending out everyone's email addresses on an a message about cheap tickets.
Poor old Katie has been asked to send something out and the staffing levels are so thin and structure so poorly organised that it's gone out without a proof read.
"Every ticket will be Five pound" I cant help but read with an East London twang - but it's not the fault of the sender, its a clear indication of the complete lack of care or attention (set by a clear tone from the top) leading to shambolic marketing communication like this.
I'd be more worried that they are giving out your email address to 47 other people......
Straightforward breach of Data Protection Act. Complain.
Which part of DPA are you referring to? this type of comment is bandied around a lot - without justification.
I think this instance is fairly cut and dried
Displaying the 47 other email addresses would be a breach of the Data Protection Act, particularly if an individual can be identified by their email address (i.e joe.bloggs@company.com)
An individual can complain to the information commissioner who can issue an enforcement notices and I believe the 48 people concerned would be entirely within their rights to submit a complaint.
An individual may also obtain compensation under section 13 of the Data Prevention Act due to a breach which has caused them damage (which has to be proven). An individual can also claim compensation for "distress" caused by a breach, but again only if the individual has also suffered proven damage.
I'd be more worried that they are giving out your email address to 47 other people......
Straightforward breach of Data Protection Act. Complain.
Which part of DPA are you referring to? this type of comment is bandied around a lot - without justification.
I think this instance is fairly cut and dried
Displaying the 47 other email addresses would be a breach of the Data Protection Act, particularly if an individual can be identified by their email address (i.e joe.bloggs@company.com)
An individual can complain to the information commissioner who can issue an enforcement notices and I believe the 48 people concerned would be entirely within their rights to submit a complaint.
An individual may also obtain compensation under section 13 of the Data Prevention Act due to a breach which has caused them damage (which has to be proven). An individual can also claim compensation for "distress" caused by a breach, but again only if the individual has also suffered proven damage.
So basically what you're saying is that Steve needs to give endless tirades of abuse to the 48 other people that are cc'd so that they complain? :-)
It sums up just how shabby the business operation at the club is at the moment. Any decent club in this day will have a CRM database that will have the ticketing feed etc running into it so they know who is a season ticket holder, who has bought a match ticket, who hasnt etc etc.
The fact they just lump it all together and say 'if you are attending, great, if not well why not' is just so amateur. Any company with decent marketing and comms would have separated the two groups and targeted them in different ways.
And that's without even getting onto the fact they've just copied in others, which has to be a serious breach of data protection?
I'd be more worried that they are giving out your email address to 47 other people......
Straightforward breach of Data Protection Act. Complain.
Which part of DPA are you referring to? this type of comment is bandied around a lot - without justification.
I think this instance is fairly cut and dried
Displaying the 47 other email addresses would be a breach of the Data Protection Act, particularly if an individual can be identified by their email address (i.e joe.bloggs@company.com)
An individual can complain to the information commissioner who can issue an enforcement notices and I believe the 48 people concerned would be entirely within their rights to submit a complaint.
An individual may also obtain compensation under section 13 of the Data Prevention Act due to a breach which has caused them damage (which has to be proven). An individual can also claim compensation for "distress" caused by a breach, but again only if the individual has also suffered proven damage.
So basically what you're saying is that Steve needs to give endless tirades of abuse to the 48 other people that are cc'd so that they complain? :-)
They can complain just because their email has been disclosed to 47 other people.
Steve doesn't have to launch a tirade at anyone at all, except maybe Charlton for their email blundering!
Comments
We know how unpopular the 'regime' is but to ridicule and smear every single thing that they do or try to do is just a little bit too picky picky
“The relationship between football and supporters extends way beyond the price of a ticket. For the majority it is a near-unbreakable emotional bond.
“As a business football has so many strands and supporters are a key part of each one. Apart from the relationships they form with the players on the pitch, there is sponsorship and advertising income, which is heavily dependent on the level of support for a club and its resulting wider media exposure.
“Increasingly, businesses are supporting stadium naming rights deals and stadia events, and again it is the support for a club which dictates the income that can be earned in these areas.
“It is the supporters who buy replica shirts and merchandise, supporters and their businesses who hire facilities to generate conference and banqueting income, and supporters who generate income from programmes sales, the club website and much more.
“When supporters feel negative about their club, these revenue streams decline.
“Yes, they may be customers as well, but they are supporters first and foremost, and if none of the other micro-businesses existed they would still support their team.
“And you know what? If I did have a bad meal in a restaurant I wouldn’t shout at the waiter, I just wouldn’t go back. As the owner of the business I would prefer that you did complain or shout, as I could then do something to resolve the problem.
“Apathy is the biggest enemy, as it represents the silent loss of revenue and means a struggle to recover business lost.
“Instead of alienating football supporters and challenging them, you need to encourage them and give them a vision to support.
“In a professional league structure of 92 teams only a few can be successful in any given season, but supporters must have hope and belief in what you are doing. If that is lost you move into a negative cycle, which can be difficult to reverse.
Me and my group are otherwise engaged.
They'll be a few of us outside the ground after the Blackburn game.
Good luck with this though
I'll think you'll need it.
Good morning
We at Charlestown hope you are well.
Our records indicate you haven’t booked in so far this season.
We think it’d be great to see you back at the Volley watching Charlestown battle against relegation.
As an existing customer of our group booking scheme, we can offer a discounted rate if you’re looking to bring juniors to watch. The price would be £8.00 per person for our Gold fixtures and £6.00 per person for our Silver fixtures.
Here’s a list of our upcoming fixtures:-
On Saturday 27th February 2016 Reading will visit The Volley and we are bringing back the football for a fiver scheme.
MK Dons arrive on Tuesday 8th March 2016 this game is classed as a silver fixture. Roland won't be there but Riga might.
Next on Saturday 12th March 2016 Middlesbrough travel to the Volley in another silver fixture. Roland won't be there but Riga might.
If you need to organise coach travel, Jose Riga or Karel Fraeye will be more than happy for a lift. No kit vans allowed.
We can even arrange coach travel to pick you up from any desired location for an extra £10 per person (you will have to fill a coach of 53 people) Yep that’s right an extortionate £530.00 is all you’ll have to pay.
If any of the matches listed appeal to you, give me a call on 0208 333 4000 extn. 238 and I’ll complete your booking.
Remember we’re happy to tailor your day to any of your requirements:
Need to visit Browns in shoreditch? Fine we’ll take you there.
Need a dirty kebab after the game and all that £4.50 a pint booze? That’s fine. We'll pop to Charlestown Kismet Kebab.
Need an escort? We’ll arrange a night for you and Katrien to cuddle up and feel the love that is Charlestown.
Kind regards,
Katie
'Nothing is too difficult, we can tailor-make your day for you, so let us know about all your requirements and we will do our utmost to help'
can you provide 1,000 cups of tea and a bacon buttie each for the West Stand car park protesters, ask Carol to sod off home, appoint a proper Manager and then ask the team to put in a performance. PS - ask Roly to sell-up and go. Thanks.
"Every ticket will be Five pound" I cant help but read with an East London twang - but it's not the fault of the sender, its a clear indication of the complete lack of care or attention (set by a clear tone from the top) leading to shambolic marketing communication like this.
I think this instance is fairly cut and dried
Displaying the 47 other email addresses would be a breach of the Data Protection Act, particularly if an individual can be identified by their email address (i.e joe.bloggs@company.com)
An individual can complain to the information commissioner who can issue an enforcement notices and I believe the 48 people concerned would be entirely within their rights to submit a complaint.
An individual may also obtain compensation under section 13 of the Data Prevention Act due to a breach which has caused them damage (which has to be proven). An individual can also claim compensation for "distress" caused by a breach, but again only if the individual has also suffered proven damage.
"Karel ...Roly is shaking things up and we have decided to appoint you as new interim Head of marketing emails".
The fact they just lump it all together and say 'if you are attending, great, if not well why not' is just so amateur. Any company with decent marketing and comms would have separated the two groups and targeted them in different ways.
And that's without even getting onto the fact they've just copied in others, which has to be a serious breach of data protection?
Steve doesn't have to launch a tirade at anyone at all, except maybe Charlton for their email blundering!
... Be easier to turn water into wine