If you run a business, the real danger to you is the customer who slips away without complaining.
Satisfied customers are all well and good. Dissatisfied customers who are vocal are of real value, as they give you essential feedback – they let you know what is wrong and you must then do your damnedest to put things right.
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The people in charge of NUFC are committing the heinous crime of ignoring the feedback from their complaining customers. Even vociferous protests are roundly ignored. This is not only tragic but it goes against all financial logic – a logic that the club publicly claim as their main aspiration. Their short sightedness is as astounding as it is foolhardy.
The outcry on social and traditional media from a section of NUFC fans to boycott the Spurs game is intensifying. Banners, chanting, gatherings outside the ground. Mr Ashley should take note. However, he has seen it all before and hasn’t given a shiny sh**e so far. There’s no reason to suggest that he will view these actions as anything other than the usual zealots trying to destabilise his financial plan.
Mr Ashley should really worry about…the quiet ones.
The ones who aren’t fervently typing on their keyboards to make known their views. The ones who aren’t posting vitriol on social media. The ones who aren’t standing under the Milburn shouting and screaming. Nothing wrong with this, of course, if you feel that this is what needs to be done to effect change.
I think that Mr Ashley should be worried about those who silently slip away and never return (along with the next generation). The ones who stay away from the Spurs game, but who stay at home or in the pub.
The ones, like my mate – a lifelong fan who has had enough – who has cancelled his season ticket. People are ready to walk away. Their hearts are empty, when the club should be doing everything in its power to give people hope. The club are failing us all miserably and have decided that they don’t want to do anything about it.
I will not be protesting at the Spurs home match but neither will I be attending. I am truly gutted.
Beware the quiet ones…
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