Ticket Office Closure!

[Starfish]

Thanks for post.

We were exceptionally busy today, the attendance was very high for a friendly. The phones were also very busy. We took the decision to close for three days not lightly but to clear the backlog which is now done. For the reasons given above we were behind where we wanted and needed to be, had we stayed open for the three days this week we would never have been able to catch up. We can now focus on the first class service and improving the processes and systems.

We really will be showing an improvement is customer services, yes there have been issues which we have now resolved. We cannot employ masses of staff, there are times when we cannot handle all calls and personal callers but man the phones to highest level possible.

If and when we reach a quarter final etc we will add additional resource where needed.

I cannot stress enough to invite all those who have taken the time to comment to attend the focus group. We DO value feedback, we do act on it where we can.

Thanks, Danny Macklin, Commercial Director

[Andy]

To be fair, I do wonder what planet some people are on. Maybe ECCC should outsource their admin to a call centre in Chennai so that all calls will be answered on time? The club was never over staffed (at least where it matters) on and off the field.

Maybe some of the old boys hanging around the club could man a phone or two? Trevor Bailey used to check the tickets before going out to toss up...

[Valentines Park]

To be fair, I do wonder what planet some people are on.

The point is the club has long been a shambles on the field and the incompetence now seems to have spread to an area that was previously well run.

Hardly a glowing endorsement of the new CEO's capabilities.

[eastsax]

To be fair, I do wonder what planet some people are on.

The point is the club has long been a shambles on the field and the incompetence now seems to have spread to an area that was previously well run.

Hardly a glowing endorsement of the new CEO's capabilities.

Problem is that you pay crap wages and good staff move on,e.g. Kelly's daughter (can't remember her name offhand). New staff need training and is almost a constant process at Essex - seasonal certainly.

[quincy]

What's the panic!!

You lot will use any excuse to have a pop.

First county game is Sunday week, T20 on 23 May, Sri Lanka 13 May and 50 overs just before the clocks go back.

Regards the reception staff -   My experience today was of two really pleasant, efficient staff who sorted out my membership and T20 tickets in 5 minutes.

[nat]

To be fair, I do wonder what planet some people are on.

The point is the club has long been a shambles on the field and the incompetence now seems to have spread to an area that was previously well run.

Hardly a glowing endorsement of the new CEO's capabilities.

Problem is that you pay crap wages and good staff move on,e.g. Kelly's daughter (can't remember her name offhand). New staff need training and is almost a constant process at Essex - seasonal certainly.

Agreed that the admin salaries are very poor.

[quincy]

To be fair, I do wonder what planet some people are on.

The point is the club has long been a shambles on the field and the incompetence now seems to have spread to an area that was previously well run.

Hardly a glowing endorsement of the new CEO's capabilities.

Problem is that you pay crap wages and good staff move on,e.g. Kelly's daughter (can't remember her name offhand). New staff need training and is almost a constant process at Essex - seasonal certainly.

Exactly how much do they earn? As a former trade union official perhap I'll should bring in some forms.

Who's Kelly?

[cashless]

Kellys daughter was Lisa or Liza or Leesa, something like that, and she handled the ticketing brilliantly.

[eastsax]

Lisa it was, I think. She's the daughter of Kelly who manages the Club shop , also rather well in fact. Perhaps Larry should go there for some personal training.

[cashless]

I gather that the new membership chappie (Rowan Stone) cannot read nor write. I wrote to him a little time ago and have not had an answer, as of yet.

[BlueEagles]

Thanks for post.

We were exceptionally busy today, the attendance was very high for a friendly. The phones were also very busy. We took the decision to close for three days not lightly but to clear the backlog which is now done. For the reasons given above we were behind where we wanted and needed to be, had we stayed open for the three days this week we would never have been able to catch up. We can now focus on the first class service and improving the processes and systems.

We really will be showing an improvement is customer services, yes there have been issues which we have now resolved. We cannot employ masses of staff, there are times when we cannot handle all calls and personal callers but man the phones to highest level possible.

If and when we reach a quarter final etc we will add additional resource where needed.

I cannot stress enough to invite all those who have taken the time to comment to attend the focus group. We DO value feedback, we do act on it where we can.

Thanks, Danny Macklin, Commercial Director

Danny,

During play today, on 3 separate occasions, I endeavoured to visit the Ticket Office. On 2 of the occasions, despite the queue being 8 deep, there was  only 1 member of staff serving!! Please explain why this was the case, when you know you're going to be very busy!...................Perhaps this type of scenario explains why your staff attrition rates are so high?

[Starfish]

Thanks for post, we had and have three members of staff serving. This also includes visiting the The premier suite or restaurant.

The department is working around the clock to deliver a service, thanks, Danny

[BlueEagles]

Thanks for post, we had and have three members of staff serving. This also includes visiting the The premier suite or restaurant.

The department is working around the clock to deliver a service, thanks, Danny

No wonder so many of the Reception staff have left in recent months. In between reception duties and answering ' Call Centre' calls, they are also expected to be waitresses!! .......Don't visit the Ticket office between innings, as you'll probably find the poor reception staff have been asked to sweep and roll the wicket!!!

[Starfish]

Thanks for post,

Sorry don't understand your comment? Our Membership and Ticketing staff make a point to visit the Members areas including the Premier Suite each game. Thanks, Danny

[IlfordEagle]

Just to give a bit of praise where it's merited I visited the Office at approx. 10am last Monday (14th) morning to get my T20 tickets, there were 2 ladies on duty & the whole exercise took 5 minutes & the lady who served me also took the trouble to tell me of the start time of the Colchester game & also that the final game would begin at 5.30pm - Very impressed!!