I find it interesting that the Rocket's operational staff are lurkers, here. I find it interest they want to learn from our comments. I find it interesting they won't do it publicly. Is it just me, or should a $4,000/yr customer of Rocketball, Ltd (Les's company that licenses the Rockets franchise from the NBA), be able to communicate more with its vendor. Who else thinks Rocketball, Ltd doesn't know the pulse of us fans (its customers), because they don't listen to US, they only concern themselves with detached facts like Sports Marketing research reports? In his thread, "Info about the Intro", Jeff makes it clear the Promotions guy at the Rockets reads this site for market research purposes. Alright, why is Rocketball using Jeff and this bbs as a go-between? When many of us season ticket holders want to voice our opinions about how to improve our entertainment value, we want the company to respond in kind. Doing it over the phone to a staffer who is overworked and will likely not forward the message, is inconvenient and, likely, ineffective. I want email. I have confirmed today that Rocketball, Ltd doesn't even have a customer feedback email address. They do not give you email addresses to your account rep. What would be even better is a Fan Feedback forum on the internet. Not necessarily here, but somewhere like the franchise's site at nba.com. I want them to publicly respond to our customer feedback. We are customers. Why are we treated like Reliant Energy fanatics who just speak the uncomprehensible? Why are the Rockets only lurking here, and not using their NBA site to provide fan feedback. Why can't Les just start a customer service feedback forum for his own company? Why are they using lame excuses that the NBA won't let them speak to their customer base over the Internet. (According to my source, that is their position.) That is no customer service position; that is an excuse. Rocketball, Ltd, why can't you give us a Fan Feedback medium other than the telephone or snail mail. Why use Clutch as your forum, and not even come out of Lurk mode?
I'm a $2,000/yr customer myself, and I can't get worked up about this. I don't have any issues about which I'm dying to talk to Rocketball, Ltd. You're right, they should have an email fan feedback forum, like and $80M company should. What are your specific grievances, heyp?
not all of them are grievances, just customer feedback: I want Internet notification of change in game time. (Last year they changed 3 game times and snail-mailed me once, but failed to the other two games.) I want them to be more aware that most all fans I know hate the uni's. Why did the VP of Marketing say they don't get any complaints. I want live band music at games. I want a fairer season-ticket upgrade policy I want to tell them I won't renew my subscription if they push upper prom into the rafter like Staples. I want to know why I didn't get the best available upgrade last year. They held back. I know they did!!! I want to know why they raised prices last year. But also, the simple communication hassles of renewing tickets each summer can be alleviated greatly with a simple email address. sheesh!!! jamcracker $2,000/yr ???? Do you not drink or eat there? [This message has been edited by heypartner (edited February 14, 2001).]
First off, I NEVER said that their promotions guy uses the site only for market research. Secondly, just call them. You have a phone, right? They will talk to anyone if you call. Finally, they ARE setting up a fan feedback forum on their rockets.com site next month. ------------------ Me fail English? That's unpossible.
maybe you should stop paying for all his food and drink HP ------------------ CUT Tino These Heaves are just getting Ridiculous!
Does their promotions guy also drop off trade speculation too Jeff? ------------------ Good night everyone, Canadian or American. Just remember that we're all bound together by basketball, the internet and the mullet. (My attempts at trying to sooth over an international incident).
Jeff, I just meant market research as in researching Fan Feedback. I should correct myself if I implied that is the *only* thing he does. I didn't mean that. I do use the phone with them. It is often not answered, just goes to voice mail. They are understaffed. The phone is a real hassle for me. I do fine with email. I don't like voice mail. I don't mind waiting a week for a response, as long as the right person answers it. My account rep is swamped in the summer. I called the Rockets once to place my season ticket order upgrade, to.place.my.order, and they said they are too busy with the Comets finals to handle subscription upgrades right now. Huh?? Who wants to wait on hold for 5 minutes to get a "call back in a month". Just allow me to communicate my upgrade requirements via email. This isn't really that big of a deal. I'm just flabbergasted to find out today that they don't have email. Utterly unbelievable. I love the team and coaches and I find that the staff really tries hard and has fun doing it, but they have no budgets to make their customer experience better. I don't want to b**** at the staff. I want MANAGEMENT to hear us. In my experience with small to medium-size companies like Rocketball, management rarely hears about phone calls. But they will read written customer comments. And of the two written mail channels, they are more likely to answer Internet mail than paper mail. [This message has been edited by heypartner (edited February 14, 2001).]
