6
10.30am
Shaun Harvey
Welcome and Objectives
RMC’s, Administration and Requirements
Presentation
Questions to SH from the RMC’s:
Q. Surrey Whites - Can the club send e-mails to those members in the area of an RMC to invite them to their functions?
A. SH - Yes this is possible.
Diane Forth, LUDO – Mentioned that her members are from all parts of the country and not from one location.
Q. On the Club’s Official website could the RMC’s have their own area/link rather than supporters having to search for the information needed?
A. SH – We can look at the official site. The site could be improved, as not all fans may know the meaning of an RMC.
Q. The academy is only as good as the coaching staff; we need to improve the standard of coaching staff.
A. SH – Explained that it is not that easy. There are different levels of coaching staff. Some staff are specialized in certain age ranges, not all coaches can handle all age ranges. The coaches try and encourage the young players to stay.
Q. What are the Chairman’s thoughts on the new rules for Academies?
A. SH – Cannot answer for the Chairman. SH gave an explanation on the new rules and the formula. We have got to show that the Club can offer better facilities than other clubs.
Q. As we are low on the number of junior members, have the club got any ideas or views for recruiting new junior members?
A. SH – Leeds United Football Foundation visit local schools and the community to make children aware of their local football club, but parents have a big influence. Promotion to the Premier League, Sky coverage helps, we have a lot of overseas fans due to Leeds United being big in the 70’s.
Q. Are you reaching out to the students that are based at both the University’s in Leeds?
A. SH difficult.
Q. With regards to Membership, why don’t the club reduce the price? There appears to be no value if a Member only attends 3 to 4 home games.
A. SH – Details the benefits and states that the majority of members purchase their membership for the right to purchase away tickets. SH asks the question to the RMC’s, is the membership package right for the fans, do you feel that you get value for your membership? What would you like to see as benefits of the Membership Scheme? This will be discussed at the open forum later.
Q. We would like to see a tiered membership scheme.
A. SH – We are currently reviewing the membership package for the 2012/13 season. These comments will be included in the review.
Q. To attract more children to the home matches, is it not as simple to just reduce the match ticket prices?
A. SH - Tickets for juniors in the Family Area are just £11.00 for any match category. It is not as simple as just reducing the match ticket prices. Our budgets are set based on a pricing structure; prices cannot be reduced, as our predicted income from the budget is needed to raise a certain amount per game for rent, player salaries, running costs of the club, etc.
Q. Why don’t we fill the South East Corner with juniors for free; they will spend money on food/drinks etc?
A. SH - Is aware that the South East Corner has been closed for recent games. The Senior Management Team has recently discussed the issue of empty seats and how we can attract more juniors to the home games.
The following questions were then raised by the RMC’s:
- The Club needs to make it cheaper overall for families to attend Elland Road.
- A number of Season Ticket Holders who sit in the West Stand won’t bring their children with them as they won’t pay the adult price for a junior and don’t see why they should move out of their seat into another stand just to obtain the junior price.
- Could the Club have Academy games played at Elland Road and charge only the adults to attend? Allow juniors in for free. This may be a way to get children interested in Leeds United.
- It is a huge increase in ticket price from a 15 year old who is classed as a junior to a 16 year old who is classed as an adult. One of our members could not justify bringing his 16 year old to Elland Road. He travels to away games as the majority of away clubs offer a range of concession prices and not just Adult, Senior and Junior prices as per Leeds United.
SH asked the question to the RMC’s:
Q. If the club reduced the price for children what would be the reaction of the Season Ticket Holders? Discounting match ticket prices affects the value of the season ticket.
A. The reaction from the RMC’s was that the season ticket holders would not be concerned if the overall number of juniors attending the games increased. The number of juniors needs to be increased, as these are our future fans.
Q. Nottingham Whites – Why do we have categories and not cheap prices everywhere in the ground.
A. SH aware that the Club have to work harder to attract fans, with regards to 16 year olds / student prices.
Q. Is it possible that Season Ticket holders could be offered cheaper junior tickets?
A. SH - The Club can never come up with a scheme to suit everyone, but we can look at the options.
Q. What about £1.00 a ticket for cup games? Preston North End offer cheaper cup tickets so the scheme does work.
A. SH – cup game pricing structures are very different to League games. The pricing for cup fixtures has to be agreed by both participating Clubs.
[Shauns Conclusion – check Shaun’s presentation]
12noon
Katie Holmes Lewis
Ticketing for RMC’s
Presentation
The presentation covered the following topics:
- Home and Away ticket policies for RMC’s
- The reasons why the Club developed the new online system for away games
- Benefits of the new online system
- How to link friends and family to your online account
- How to allocate tickets to friends and family online
- Updating your online shopping basket
- Reminder to RMC’s of the benefit if you host a Leeds on the Road event to coincide with an away game
- How the new online system can benefit and RMC
- Any ideas on how to improve online sales?
For detail on all of the above, please refer to the presentation by KHL.
Questions to KHL from the RMC’s:
Q. Surrey Whites – Mistakes are made when purchasing away tickets, once you have 20 tickets in the basket are they secure, how long do you have to complete the transaction?
A. KHL – Once you have selected your tickets they are reserved for 8 minutes to enable you to complete the transaction. Due to high demand, your online session will last a maximum of 30 minutes but you will be timed out after 8 minutes of inactivity.
Q. Can the online system store credit card details? It would be easier for the fans if you don’t have to input the card number for every transaction?
A. KHL - This is actually an area that we are currently looking at with our software provider. KHL is hoping that this will be available in early 2012.
Q. Surrey Whites – Why is the time 10.30am to apply for away tickets?
A. KHL – The time is 10.30am as this is the time that our Call Centre lines open. When we changed the away application method to online only, we wanted to allow the fans with no internet access and no email registered with the Club the opportunity to purchase a ticket over the phone. Therefore, the time needs to be during office hours. We will look to review the time as for the last few away games; no fans have booked their away ticket over the telephone. This means that we can look to release games for sale on a weekend or evening at any time.
Q. KHL asked the RMC’s their thoughts on what the time should be? Any thoughts on the time need to be sent to .com"]tickets@leedsunited.com for Katie’s attention.
Q. Why does it not tell you where you are in the telephone queue?
A. KHL – We are currently to look at upgrading our Call Centre telephone system, the queuing system will be reviewed.
Q. Can RMC’s purchase away tickets before anyone else?
A. KHL – No. All members are treated equally and fairly. This would not be possible currently as we do not have any up to date lists of the RMC’s individual branch’s to be able to even consider this option.
Q. Can the RMC’s have a customer number so that “friends & family” can be linked to them rather that to individual members?
A. KHL – This is something that we can consider.
Q. For away games can Season Ticket holders and Members of an RMC be sat together, keep tickets to one side for members?
A. KHL – This cannot be done, there are real practical issues with this idea. Mainly, due to the different onsale dates for Season ticket holders and members.
Q. For away games why can’t a ticket be issued with no seat details on it so that everyone can be sat together?
A. In line with our membership scheme, all seat details for each individual member are recorded on our database. Our strict control and ticketing measures in place for away games assist the Club in obtaining the large away ticket allocations. PC Bryn Stokes will cover this topic.
Q. Why is the Family Area not on line to purchase? It costs more in booking fees when booking via the Call Centre
A. KHL – On our online system, there is currently no technology for us to restrict the Family Area to members or manage the ratio of adults to juniors. If the Family Area was released for sale online now, groups of adults and non-members would be able to purchase tickets in this area. The Club is aware of this problem and are trying to resolve this issue with our software company. Members wishing to purchase tickets in the Family Area can avoid the booking fee by sending a cheque into the Club.
Q. Why is the booking fee per ticket and not per transaction?
A. The Club charge a booking fee for all credit and debit card bookings with the exception of tickets sold in person at the Ticket Office. This booking fee goes some way to offset the additional costs of providing these services and includes the fee charged by the banks for accepting credit and debit cards. There are also additional costs incurred in offering these services including the on-line authorisation system, which is required to prevent fraud and the provision of the call distribution system in the call centre. Additional costs incurred by the Club are the online costs charged to us by the software company who host the online solution. The online costs that the Club are charged are per ticket.
It is £1 booking fee per ticket online and £1.50 by telephone. It is possible to avoid this charge by applying in writing and paying by cheque or by applying in person.
Q. Some fans have mentioned that the club now make more money with all away games being on line as booking fee’s are charged for all away tickets?
A. KHL - No, this is not the case. Our costs have actually increased, as more tickets are now sold online.
Q. When overseas members book home tickets on line there is no option to have the ticket posted to an alternative UK address?
A. KHL - This is something that we are looking into with our software provider.
Q. Are there many block bookings coming in from non RMC’s for away games?
A. KHL – The majority of block bookings are RMC’s. Generally, the majority of transactions do not exceed 6 away tickets.
Q. Do all Season Ticket holders take up their away allocation?
A. KHL – For the majority of away games so far this season, season ticket holders have not taken up their full allocation and this is the reason why we recently reviewed and amended the away ticket policy.
The policy was recently changed. Tickets initially go on sale exclusively to Season Ticket Holders on a first come first served basis, followed by a period for Club Members.
In the event that any tickets remain out of the season ticket holder’s allocation, then these will be released to Members at the start of their priority period along with their 20% Members allocation. In this case, season ticket holders will be able to purchase a ticket during the member’s period. In the event, that the season ticket holders allocation sells out, then the Members period will be exclusive for Club Members only and not season ticket holders.
Q. Could we not reduce the 80% Season Ticket holder’s allocation and increase the members 20% allocation?
A. KHL – The season ticket holders are given a larger allocation for their contribution of purchasing a season ticket. There is no plan to change the % allocations.
Q. If an away game is sold out and there is demand, could Away Season Ticket holders that cannot make a game return the away ticket for a refund so that the ticket can be resold? Could an email be sent to away season ticket holders advising that an away game is sold out and to return the ticket, the Club could keep a % of the refund, like a buy back scheme?
A. KHL – This could be reviewed but there is a lot of admin involved with this idea.
Q. Diane Forth – LUDO – Disabled seating at away games, are we supposed to get a % of the disabled capacity? I don’t think that some clubs give us the full allocation.
A. KHL - We always ask for the full allocation including disabled tickets. If there are any specific clubs where you have concerns, please let me know and I will investigate.
Q. Can we re sell away tickets within our RMC’s?
A. KHL - No. Tickets can be returned to the Ticket Office for a refund up to 48 hours of the away fixture, this does not apply to away season ticket holders.
Q. If a home game is changed, why can you not get a refund on your tickets?
A. KHL – Home tickets cannot be refunded or exchanged. However, if a game is rescheduled, home tickets can be refunded within a set period, usually 7 days. The deadline date to apply for a refund is advertised on the official website.
Q. Why can away tickets not be collected at ER?
A. KHL – In line with our away ticket policy, away tickets are dispatched to the registered address of the lead applicant. We can guarantee that we have done our best to deliver the tickets to the person who did the booking. Again, our strict policies assist in obtaining the largest allocations from the away club.
Q. Why are membership numbers not checked against tickets at away grounds?
A. KHL – Away clubs are advised of our away ticket policies and the membership scheme that we have in place. We offer the away club the use of our stewards to assist with the checking of membership cards at the turnstiles. There are a number of away clubs that do not take up this offer and we cannot enforce the away club to check membership cards.
2pm
Dan Jeffery
Merchandise Opportunities and use of the Club’s Trademark
The Club's Retail Director, Dan Jeffery, requested that all RMC’s submit merchandise for brand approval before goods are produced. The Club needs to ensure that we protect the brand.
Trademarks:
The Smiley badge is now registered by the Club
Club badge (Crest) – official trademark
White Rose – official trademark
LUFC Script – official trademark
The Club needs to get consistency of the brand and need measures in place to control counterfeit goods.
Stationary – Can RMC’s produce their own Stationary? Yes stationary can be produced but this needs to be produced using the club crest with the scroll applied with their regional members club attached. All stationary to be sent to Lorna / Dan for approval.
Need to use brand manual guidelines, but merchandise/goods must be produced and approved by us. RMC`s can produce their own merchandise for members but this must be approved by LUFC via Lorna / Dan. Merchandise cannot be produced on mass for profit or to sell on to other fans. This must be produced for members of the regional club to use for their own use to promote their RMC
3rd party to produce RMC’s merchandise, Dan to send price list to all RMC’s for t-shirts, hoodies etc. Price list will include contact details of supplier and full order instructions.
Branding – additional on the sleeve for extra cost
Replica shirts – why are sizes so big? - This is an issue that we have been aware of and have taken issue with Macron. All sizes are clearly marked up in the Elland Road Superstore and Online Superstore.
Any faulty Leeds United merchandise can be returned to the Elland Road Superstore or Online Superstore
Away shirt has a 2-year life span and becomes the 3rd Shirt in the 2nd year of its life.
New home shirt is launched every season.
Macron is a 6-year deal from the start of this season 2011/12.
2pm
Bryn Stokes
West Yorkshire Police
'Policing Football' DVD
The video shown was of football incidents involving West Yorkshire clubs. This was to show that policing at football is still required as 'violence' occurs regularly even if it is not seen by the majority of fans.
Talking about the mode of dress, attitude towards fans, that only a small minority are intent on causing trouble were all things that influences the policing style and level of resources needed for games. Recent history of violence, numbers of fans, general behaviour, time and date of games etc. are all discussed with the club and police commanders to set the correct level.
His role was explained. Bryn is involved in the planning and staffing of the games and liaising with both Leeds United and the away team along with other colleagues from across the country.
Sometimes it easy to assume that 'Police' have the overriding decision on moving games, restrictions on tickets and travel but discussion around safety, reputation, costings etc. were had that showed football has a lot of influences on it some good some not so good.
Being at home and away games means Bryn is available to fans to assist with any issues such as travel etc. Bryn’s contact details were made available for those who did not have them.
Asking for co-operation in obtaining details of coach numbers travelling to games and if any stop offs on route were being made is not an attempt to control fans, but assist in the 'away day' experience and inform the away club and police on numbers and also to protect fans and the coaches they travel in. Sometimes quite specific instructions are given out as well as advice on routes to the ground or any issues. Feedback is always
appreciated by Bryn and can be passed on to the relevant police area.
Leeds United 'Perception'
Following Shaun Harvey's comments made earlier in the day Bryn spoke about how the fans behaviour at home and away fixtures influences the level of policing. Leeds are perceived to be an issue and this is reflected in the number of high category games (more police!) away from home. The more experience of Leeds fans, through staying in a division / league, the more this perception is eroded.
Recent events at Burnley were highlighted with Leeds fans reacting to chants of 'Istanbul' in the 72nd min from home fans and that damage to seats and arrests over shadowed the behaviour and trigger incident. Banners/ Flags / Shirts and Chants relating to tragic incidents was then discussed with good points coming from the RMC's in relation to being seen to do something but also a need for change in attitude to the 'friendly banter' culture among a small number of fans.
Contact cards – RMC’s to pass e-mail address to Bryn who will e-mail RV points, coach parking etc for away games.
Missing RV Points – RMC’s to contact Bryn
RMC’s want a good pub guide
Leeds on the Road Format
Lorna Tinker
LT – A Leeds on the Road event brings your club to you, brings members together and creates good exposure for an RMC.
The general format is as follows:
Q&A Session with break for photos and autographs
Peter Lorimer hosts the panel
Questions from the floor
The start time is 7 / 7.30pm finishing at 9pm
RMC’s can also organise their own additional entertainment options to add further value to the evening. Some examples from previous ‘Leeds on the Road’ events include; disco, band, quiz, comedian.
The panel consists of Peter Lorimer plus three. We try to ensure that two out of the three are first team squad.
The Club provide raffle and auction items for the evening. Marketing support for the event is available along with assistance with ticket sales.
For further detail on the above, please refer to the presentation by LT.
Open Forum – Shaun Harvey
Questions and Answers Session
SH started the open forum session by asking the RMC’s their thoughts on the Membership Value and Benefits.
SH – What don’t you want in the pack to bring the price down?
RMC’s - Basically we want the membership just to purchase away tickets, this appears to be the general view.
SH – Maybe we could look at a tiered approach to Membership.
RMC’s - Will our fans be charged more at away grounds next season with our prices being more expensive for the away fans at Elland Road?
SH – The away club have to charge the away fans the same prices as their own fans.
RMC’s - Why was the Pavilion closed at the Man Utd game?
SH – We took the decision to close the Pavilion to maximise the hospitality availability.
RMC’s – Why are we charging to get into the Pavilion?
SH – Supporters were using this as a meeting point and not actually purchasing anything, so we introduced the voucher that can be used against drink/food.
RMC’s – Can you see what is happening to the fan base?
SH – When games are grouped, supporters don’t have the money and have to choose which game they attend.
RMC’s - Assuming we don’t get promoted for another couple of seasons what can we do to get the passion back etc?
SH – Working on opportunities as cannot rely on promotion.
RMC’s - Someone mentioned about the ‘moron’ comments that the chairman made, money being spent on wrong things like the ground and not players.
SH – The Chairman’s comments were directed to a minority and SH won’t offer views on behalf the Chairman, but protests won’t help anyone. This was a good time to do the East Stand development in readiness for future seasons.
RMC’s – Where do you see us in the near future?
SH – We have a good squad at the moment and the vision is to get to the Premier League and invest in our juniors.
RMC’s - You say you cannot influence on the pitch, but you can with planning ahead of the transfer window.
SH – When we were promoted we looked around early to get the right players.
RMC’s – Contract negotiations?
SH – We work to a budget and we have good communications with the player.
RMC's – Not happy when the best players are sold and we do not get any decent ones to replace them, feel disheartened as a fan?
RMC’s – In January we slip down the table.
SH – Benefits come to players when out of contract, loan players give Simon the backing he needs in the transfer window.
RMC’s - RMC’s have problems with their local Supporters Clubs, losing members to them due to them getting away tickets.
SH – The club will never adopt them and wants this RMC structure to be successful.
RMC’s - Half season tickets, can we reintroduce them?
SH – The benefits start at the start of the season.
RMC’s – Will the half season tickets not give you more revenue in time for the transfer window?
SH – Yes, but the discounts apply for the season as part of our budgeting.
RMC’s - Does the club think about its fans when dates/times change?
SH – Yes it does, some games are obvious that they will change. The club feels for the fans making arrangements but cannot object to the changes.
Closing Remarks and Summary
Shaun Harvey
