Ealing Bee
Well-known member
Winnie
Beepositive said:Pleased to see that this issue seems to have been resolved (Tracy always comes up trumps)but the main issue still remains..........Winnie:sad:
Some years back I had the opportunity to observe a little of what goes on in the Ticket Office/Reception from behind the counter (as well as from the position of the normal punter, buying tickets from across the other side).
As I see it, Winnie does know a considerable amount and can be helpful and efficient. When she can be arsed*.
Aside from that, her "default position" is rude and abrupt. Some people have made excuses for her behaviour, and perhaps their experience is different. However, having seen how others in the office manage under similar, sometimes trying conditions (short-staffed etc), I would point out that they generally seem to manage to be pleasant and courteous.
I guess it is just possible that she doesn't appreciate just how she is coming across - our "abruptness" is just her "efficiency". It is very likely that no-one at the club has addressed her on this topic.
Why does this continue? My guess is that this is due to a number of factors.
First, the people at Board or Senior Management probably aren't aware there is a problem - after all, they don't usually have to queue or phone for tickets like the rest of us. This may be exacerbated if Winnie is clever enough to keep her "friendly face" on for when she's dealing with them.
Second, the general turmoil and staff turnover that has existed in the upper ranks of the club for some years, has meant that even if aware she is a problem, the top guys are too busy "firefighting" (e.g. fundraising etc) to get round to "fire prevention" (i.e. staff supervision and training).
Third, if Winnie is rude, unpleasant and aggressive to us, this is because she knows she can get away with it. Therefore, it would be no surprise if she were also to be rude etc to some of her colleagues - even those immediately senior to her - so that they are frightened to challenge her. After all, she probably knows all the people at the very top, therefore mid-level people may consider her a dangerous enemy to cross.
Finally we, both as BFC fans AND as typically uncomplaining members of the Great British Public, are probably also to blame, since we put up with this woman without taking the trouble to make a proper complaint to the people that count. (On this last, I am as guilty as anyone).
Anyway, I'll leave you with one fairly recent anecdote. A friend of mine, who is the owner of a successfull local business, recently asked me if I knew anyone at Brentford called "Winnie". I replied "Yes, I know of her, why do you ask?" Basically, my friend had been touting for business from Brentford (not a cold call, I should add), and Winnie had answered the call. He couldn't believe how rude she was - and as a former Sales Manager, he's used to getting the brush-off!
Anyhow, nothing much came of it, other than: (a) he is now one more person who has a low opinion of the club, and may tell others; and (b) on this occasion my mate was "selling". Winnie isn't to know whether the next time he might not have been "buying" from the club. As a Chelsea Season Ticket Holder, he is interested in football (arguably!), and as a Businessman who both lives and works in the Borough, who knows whether a future Sponsor may have been turned away, to the benefit of e.g. his Tennis Club?
* - I reckon she "can be arsed" to be courteous, about as frequently as Halley's Comet can be arsed to orbit the earth...
