My SCG Saga v Bulldogs 29.5.04

[anniswan]

I have resisted posting this but now that I have finally received a reply from the SCG I will post about my horrid night at the SCG watching the Bulldogs game. It is self explanetory.

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I am writing to complain about treatment I received from a member of the SCG Staff on Saturday 29th May at the Swans v Bulldogs game.

I arrived at the game at approximately 6.30 and as a member of the Melbourne Based Swans Cheer Squad I intended to sit with the Cheer Squad in Sydney. I located a seat and proceeded to sit down.

At approximately 7pm both teams came onto the ground and proceeded to warm up, the Swans were kicking toward the cheer squad end during the warm up. As a friend of mine had previously sustained an injury in Brisbane from being hit by a wayward ball earlier this year, I decided the best place for me not to be was sitting in the Cheer Squad during the warm up.

I proceeded to stand behind the cheer squad, where I was approached by a very aggressive person and rudely informed that I wasn't permitted to stand there and to move NOW! I tried to explain to this person that I was in the Cheer Squad and that I was just trying to stay safe. She wasn't interested and said something to the effect of "you may do things like that in Melbourne but in Sydney you can't stand there. I asked where I could stand so I would feel safe and she told me back behind some line. I indicated to this person that I found her manner very unpleasant and that she should possibly think about changing her tone of voice. She then proceeded to inform me that she was going to report me to the cheer squad manager Cathy Marney. For what I don't really know.

I might add that during this time she was also being extremely rude to people that were entering the ground, people were trying to move but she just kept harping at them in a very rude manner.

At half time I was standing in the Cheer Squad in front of the rope and noticed that this same woman was once again being extremely rude to people, people like me who were obviously oblivious to the "rule" about not standing behind the cheer squad were once again being told in a rude manner to move on. I then noticed a person with a video camera standing behind the cheer squad, I asked your customer service person why the person with the video camera was not being told to move on when everyone else was, she then abused me for asking such a question.

By this time my patience was wearing thin with this persons general attitude, so I requested that she give me her name, she refused and told me she was going to report me again. I again requested that she give me her name and refused, finally after a few more attempts she told me her name was Patty and she was a Customer Service Officer.

This person made my experience at the SCG extremely unpleasant and as a long standing member of the Melbourne Based Swans Cheer Squad, I find that this persons attitude was appalling to "customers". Never have I been subjected to such behavior at any Melbourne Venue or Telstra Stadium. She made me feel so uncomfortable that I moved to friendlier territory elsewhere in the ground.

I would like to mention that all other staff I encounted at the SCG were courteous and polite and thankfully this persons attitude toward "Customer Service" doesn't seem to have been adopted by others.

I will be forwarding this email to the Sydney Swans Football Club for their attention.
_________________
and the reply
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Thank you for writing to the Trust regarding your experience in attending the SCG on Saturday 29 May 2004.
The Trust was disappointed to learn that you were dealt with inappropriately by one of the Trust's casual event day staff. We apologise for this occurrence and can assure you that we will be investigating the matter thoroughly. Upon initial review, it would appear that our Customer Service staff member was over zealous in her attempt to ensure that the stringent "No Standing Zone" policy was adhered to.

Given this is a high profile public assembly facility, with an overall attendance of 1.5 million patrons per year, patron safety, public liability and general insurance related requirements are taken seriously by the Trust. To this end, the Customer Service staff roles incorporate the responsibility to keep key pedestrian pathways clear during the course of an event, in particular 10 minutes prior to the main game kick off when there is the last minute rush by patrons to gain access to their seating in the stadium.

Notwithstanding this, as I have stated, it would appear from your letter that the approach taken by our staff in this instance was not appropriate. I will ensure that our Human Resources staff take appropriate steps to counsel the staff member in question and take further action as necessary to ensure this attitude does not continue.

Thank you again for taking the time to write, I apologise for any inconvenience caused as a result of this experience. We hope you will continue to attend and support future Sydney Swans games staged at the SCG.
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Still not happy with the reply, it's pretty lame and possibly a standard reply to all complaints.

And no reply from the club either.

[Red]

Yeah not a good experience for you there Anni. But their reply really isn't too bad, all things considered. And it seems to be 'personal' enough -- as opposed to a database-generated reply with your name on the top.

Still, they could've maybe kicked in a couple of free Swans tix for your troubles. Perhaps you could include this on your reply back, when you suggest that Patty isn't counselled, but <i>fired</i>!

[timthefish]

while "patty" sounds like she was being a complete jerk, it can be difficult for people in roles such as hers to implement what may be vague or poorly-defined instructions to do with crowd management.
i'm surprised some sort of gratuity was not forthcoming from the club/trust but calling for a sacking is a bit harsh.

[CureTheSane]

Uaually the door bitches are outside the venue

[Go Swannies]

No doubt Patty was being a jerk - I remember talking to you about it afterwards. And good for you for letting the SCG know - it's the only way that things will change. But damn clever letter by the SCG "it's a stringent rule for safety purposes.". Once they invoke safety you're doomed because what happened if someone moving around you fell over, etc, etc.

I'm a bit torn here. Why can't we go where we want? But as I invariably get caught in traffic and I'm rushing to my seat before the start of the game, people standing around on the walkways are just chicanes slowing me getting where I want to be. And, as I'm in O'Reilly they are invariably opposition supporters who don't know their way around the SCG and that doesn't help.

It would be worthwhile following up so see if Patty was spoken to? Interesting to see if they really have "taken appropriate steps". As she's a casual I bet that just means she doesn't have that job anymore.

[Bart]

I personally thought that the Trust gave a very professional response, acknowledging that you had been harshly dealt with and promising to address the issue.

[Sid]

Most of them are like that, they do the same during the cricket.

[mja]

I am sorry that has happened to you... and good on you for writing to SCG.

BUT, given their reply (which is a pretty damm good one I think also ...lots of admittance of error) and the fact that you are not happy .... I would like to know...

What would have made you happy (from the SCG Trust that is)?

Cheers MJA

[Old Royboy]

The SCG like many other venues is over controlled and over policed. This probably stems from past troubles they have had with one day cricket crowds, but the same security attitudes etc have carried over to Swans games..

It would seem that a little common sense on the part of the mafia woman would have gone a long way. But unfortunately neither the SCG trust nor most of its staff are endowed with much of that. All those in Bays 7-11 continue to put up with the debacle where about 5 years ago they installed extra rows of seats, ruining easy access and reducing bar/food/toilet facilities at the same time. Then they refused to let anybody sit in those extra seats because advertising hoardings are obscured. (the ads then were for QBE and Sydneyswans.com.au) Bay 9 was a great place to watch from, but I moved to Bay 6 the next year because of that. One of the mafia told me at that time that the reason they are so inflexible in enforcing the rules, however stupid said rules might be, is because they will be sacked if the supervisor/cameras detect non enforcement.

Since I moved to the members reserve last year I have noticed that the security staff treat people differently, I guess because there is little way for them to distinguish between Swans members and SCG members. In there you are generally treated well, some even call you ?sir? and very differently to the heavy handed approach to the perceived rabble in the outer. Just remember to have a collar on your shirt!

ps: I have even in the past been cautioned by security for barracking too loudly ? if you don?t mind.

[sharp9]

Why are you not happy with the reply? It is completely appropriate. What do you want?? Do you want this unhappy woman to be hung, drawn, quartered (and to lose her part time income)? Is that what you want? Would that make you feel any better? Would it? No, it wouldn't.

Consider this. Someone was rude to you. The ball is in your court. You can choose to be affected or not. You could even still write a letter urging the club/ground to reiterate to staff that they must be polite.

But what you have chosen to do, Anniswan, is have a tantrum and use up large amounts of your energy trying to let eberyone know how wronged you have been. You have succeeded in this...but you are still not happy. Do you see my point?

You even note that the woman actually told you where to stand. You could have thanked her - genuinely - that might have changed her reaction. You could have thought about what it is like for her in her (possibly) first day when she has been told that it is HER responsibility to stop people standing in a certain place or the club could be sued for millions of dollars and she will be liable. Do you think it is understandable that she forgot her manners?


And then you go on to talk about your "horrid night." Huh? On eperson was rude to you and you have let it ruin not just your night but take up the time of people in the club, plus supporters as you try and get everyone to gang up on someone else. This is schoolyard stuff.

Have a re-read of your post. You come off looking no better than poor old Patty - even though were "right" in so far as she was rude to you first when you inadverdantly transgressed the rules. Your approach can be summed as....

"How dare YOU treat ME like this? Don't you know who I am? I'm Anniswan from the cheer squad and I'll stand anywhere I like, Missy, and stuff your rules, your job and the club and the S.C.G"

"Someone is on your side
Somone else is not
While you're seeing your side
Maybe you forgot
They are not alone
Truly, no one is alone"

"No One Is Alone" Stephen Sondheim 1988

[Gunn]

sharp9. I think you should lighten up on your medication.

The behaviour of that staff member as reported was entirely inappropriate and deserved to be reported. Staff ought to be customer focused and staff with poor attitudes do not deserve to be working in areas where they come into contact with the public.

As you offered anniswan some advice, I'll offer you some. If you want to see a classic case of poor form re read your post. There is nothing customer focused in your post. My guess is that you work in contact with the public, hate your job and you are a square peg in a round hole.

For too long Australians have suffered poor service in silence. We have paid top prices for poor food and service at restaurants and elsewhere and said nothing. It actually takes guts AND effort to complain. The easy way out is to suffer in silence. It only encourages bad service. The ONLY way there will be improvements in standards is if 'customers' will not cop it sweet.

Being a apologists or sycophants does noone any favours. It is a shoe that seems to fit you.

Congratulations to anniswan for taking the time and making the effort to seek improvements that will benefit everyone including sharp9.

[Schneidergirl]

Great post Gunn!

[Bart]

Originally posted by Gunn
For too long Australians have suffered poor service in silence. We have paid top prices for poor food and service at restaurants and elsewhere and said nothing. It actually takes guts AND effort to complain. The easy way out is to suffer in silence. It only encourages bad service. The ONLY way there will be improvements in standards is if 'customers' will not cop it sweet.

You've got a point. In the last month I have (a) gone to Harvey Norman to buy a camera battery that was out of stock. They took my details and said they'd call the next day. 2 weeks later, nothing. Ended up buying a $200 battery for $30 on ebay, great service (b) left a gas heater at AGL to be converted to LPG, was told 7-10 days turnaround, took a month, no apology no updates and (c) rang an architect re: quote on some renovations (a lot of money to be spent), two weeks later, no call back.

[silent lurker]

Patty? a woman????

battleaxe would be a better description

[mja]

Of couse post the letter the SCG may now look at the issue of danger and put screens up around the posts basball style to stop people being hit on the old noggen (no offence to the poor bugger that ended up in hospital this way).

As someone who battles into the groud with a pram, I am all for clear passage monitors ... unless people stand up and form a barrier from flying balls that might hit my kids head
BUT I still agree that the treatment sucked... but the response was v good.


RANDOM THOUGHTS ... Sorry for non AFL stuff
Oh to go back to 1965, no clear passages that day!!

SAINTS MAKE IT 10 IN A ROW IN FRONT OF RECORD SCG CROWD
Sydney Cricket Ground, 18 September 1965: For the first time, a Rugby League Grand Final went without the traditional victory lap. At fulltime, St George Dragons and South Sydney Rabbitohs players were swamped by the huge Sydney Cricket Ground crowd. Official figures state that 78,056 spectators paid to see the Grand Final but anecdotal evidence suggests that the real crowd figure was closer 90,000

PS I was at rugby league Test in 1969, on my dads shoulders near the old scorebaord with 60000others