I hear you WP and agree with your sentiments. To balance the ledger I received this email from the club today:
Thank you for your support as a Richmond Country/Interstate member in 2012.
Following another year of development and improvement, the Club is looking forward to seizing its opportunity in 2013 and capitalising on the hard work of our staff and players, along with the wonderful support of our members.
You may be aware that, recently, the Club asked its members to take part in the 'Shape Research Member Satisfaction' survey. The results from these responses are used to identify the current level of member satisfaction and for the Club to gain direction on areas that could be improved upon.
Overall, the stuff was positive and some of the key findings are included in "The Fighting Tiger" magazine on page 12. The survey did, however, discover that the satisfaction levels of Country/Interstate members were below our overall average. The common theme among responses was a perceived disconnection with the Club. This primarily relates to the geographical distance that country/interstate members have between themselves and the Club. In many situations this precludes country/interstate members from attending games and other club activities and events.
Taking this stuff on board, in season 2013 the Club will work harder with each of the Supporter Groups that we have throughout Australia, to help develop a stronger link between our Country/Interstate members and the Supporter Group that we have operating in their particular area. (Note that unfortunately we can't establish Supporter Groups in every location that we have country/interstate members). While we appreciate that not all members will be interested in participating in Supporter Group activities, we are confident those who have noted a "disconnection" with the Club, will benefit greatly from their participation and involvement with local supporter groups, who are provided day-to-day management support by the Club's Relationship Manager, Dale Weightman.
To ensure that you are kept up to date with the events of your local Supporter Group, we are going to introduce a webpage for each Supporter Group, linked off the Club's website. This will be updated with upcoming events, such as family days, get-togethers to watch the Tigers play, group trips to Richmond games, plus opportunities to meet some of the players and coaches when they are in town. The Club is also working on ways to help Supporter Groups increase the activities that they offer local supporters and members.
Once you have signed up for season 2013, you will receive your membership pack, which will include a fulfilment letter. This letter will outline the web address of the Supporter Group in your state or local area.
On top of that, I received a phonecall a few weeks back from someone at the club (can't remember a name) responding to some comments I made in a member survey earlier in the year. My comments were about an aspect of the Recognition and Rewards program and the comments are not as relevant as the fact the club contacted me to ask for clarification of what I said and to explain their thoughts and policy on the issue. It made me very content that someone at the club is listening to the supporters and even if we don't always get our own way then getting acknowledgment and stuff is good customer relations. More reason to believe we are on the right track - on and off field.
