Q&A: Neil Bausor
BORO'S Chief Operating Officer Neil Bausor answers supporters' questions on a wide array of topics concerning the club's off-the-pitch activities.
Neil was appointed by Steve Gibson in 2007 to take over the club business and off- field operations, including all customer-facing aspects.
He has embarked on a review of many of the club's activities and views fan consultation as a vital component to the ongoing success of the club, including discussions with the Supporters Club and fans group The Twe12th Man.
Neil said: "Steve Gibson uses the phrase that the club doesn't exist without the fans.
"Attracting new fans and retaining those that we have is vital to the ongoing success of the club. The team at the Riverside and at Rockliffe are committed to continually improving the MFC Experience."
Why do we have to change the home and away kits every season? Do you think that the frequency of change puts people off buying the replica kits as they are expensive but have a very limited shelf life? Personally speaking, having two children myself, I'd be more inclined to purchase replica kits for them if I knew they would be current for longer.
Steve McGowan
NB: Hi Steve, that's a good question and not one we are frequently asked. The club has traditionally changed home and away strips each season and I think it is probably true to say that it's something Boro supporters now expect and want. I'm aware that we have asked the fans in the past and they were strongly in favour of our current policy.
From the football club's point of view, the kit is an important revenue stream. We have to maximise our income to invest and allow us to compete at the highest possible level within the Premier League. Replica shirts are always our best sellers - and sales are very good again this season. Naturally, holding two kit launches each season contributes in a big way towards our retail revenue.
So, all in all, changing home and away kits each season not only makes good commercial sense but gives the majority of our fans what they want.
The introduction of the new Junior season ticket looks to have been a huge success. It will help fill the stadium and also introduce the next generation of Boro supporters. I was wondering if you had any plans to repay the loyalty of the long term season ticket holders who have held season tickets since the opening of the Riverside stadium and the Ayresome park days.
Thanks
W Mitchell
We appreciate the positive feedback. It is vital that we not only attract and retain new supporters but ensure those we already have remain with us too. The introduction of £95 season cards for under-18s was designed to have a real impact by making it as affordable as possible for our younger supporters to attend every match.
It is well known that our season card numbers had been on the decline for a few years, but of great concern was the fact that our young fans were falling away faster than any other age-group, so we knew we had to do something very positive.
It's about investing in our future. Today's young supporters will be our fans hopefully for many years to come, throughout their adult lives. The great news is that season card sales to under-18s increased by 50% so it has had the desired effect.
We do recognise and acknowledge that our adult season card holders are the ones who have backed us through thick and thin. Their ongoing support is vital for the club's continued success. For 2008-09, we gave our adult season card holders opportunity to renew at the same price as last season - in fact, the same price as 2005, so in real terms a reduction for each of the last three years.
While we were out of step with our prices for under-18s, our adult prices compare favourably with the majority of Premier League clubs.
We will continue to engage supporters in two-way communication and take on board your views. Equally, we have to strike a careful balance between remaining affordable to our loyal supporters and achieving the income that we need to invest in the team and club.
Can you tell me what advantages there are for me and my 12-year-old son to join the Boro Pride scheme?
Mark Jones, Stockton
NB: We have introduced Boro Pride this season and it has proved popular with well over 2,000 supporters signing up so far. If you don't have a season card, then Boro Pride is quite simply the easiest and most cost-effective way to follow the club. The key benefits to members are ease of purchase, accessibility and reward through discount.
Members can activate their card online before any general sale, get a discount on their seat and they never have to deal with paper tickets.
The financial benefits are clear for under-18s as a season's membership is just £5 - and they save £5 per match! The cash benefits are even clearer for 18-21s. Their 2008-08 membership is also just £5 but they can save £10 per match when they sit in the North West or South West corners.
For adults, a season's membership is £10 and they save £1 per match.
When are we going to get large video screens inside the stadium so we don't have to cram into the concourse to review action replays at half-time? Even some of the smaller clubs have them now!
Tony, Acklam
NB: This is something I have been looking seriously at since joining the football club 12 months ago - and I believe the club have considered it on a number of occasions in the past too.
The truth is that the design of the Riverside Stadium doesn't lend itself easily to the installation of giant screens. In fact, we'd probably need to take out seats at both ends of the stadium and that would certainly mean season card holders having to move.
We looked at the feasibility of installing a giant screen over the summer. However, they are expensive to purchase, install and run, while other clubs have struggled to cover their costs in terms of advertising income. But we know a screen would be popular with fans and would add considerably to the matchday experience so it remains a possibility.
The decision by the club to only use BBC Tees has meant that I cannot listen to the games while I travel around North Yorkshire. Coverage ceases at Thirsk (we live just south of there) where Radio York takes over. I don't want my girls supporting York City while we are travelling! What plans have the club in place to extend radio coverage for the travelling Boro supporter, being mindful that a great deal of support is in the area?
Guy Musgrave
NB: The BBC Tees commentary is available beyond the Teesside area, as their broadcast area is as far away as Whitby, Crook, Barnard Castle and Northallerton, but perhaps not York.
We have a relationship with BBC Tees that we are very happy with, particularly this year with Alastair Brownlee on board. We feel BBC Tees represent the club's values and image in a positive way. I think anyone who has listened to their commentaries this season would agree that Alastair and his co-commentator Gary Gill do an excellent job of covering our games with passion and knowledge.
I accept that it doesn't help while you are out and about in the car, but the BBC Tees commentary is also available via the club's official website, no matter where you are in the world.
Although I do visit Boro's website, I'm reluctant to book my seats online. I found it quite tricky to navigate when I last tried to book tickets online. As I live out of the area, that means I have to book my tickets by phone, which I'm not really satisfied with. Can't the club offer a better solution?
Martin Allen, Doncaster
NB: We've recently carried out a full review of the MFC Online Ticket Office on our official website. We've given it a full revamp and are confident supporters will now find it easier than ever to book a seat, whether they want to buy a ticket or activate either a Boro Pride or season card.
We've added a list of frequently asked questions to help supporters and the whole process should take no more than two or three minutes. If fans have tried booking online before but found it difficult - or have never previously tried it - I recommend they give it another go.
Can you tell us why we are no longer allowed to walk through the Ayresome Park gates on match day? It had become a 'ritual' with alot of us since the gates were put up in front of the Riverside to walk through them before the match, this season however they have put up barriers so that the only people that can walk through them are the ones going into the reception, so are we now deemed not good enough and only the people who can afford expensive boxes are now allowed to carry on what had become a popular tradition.
Jane Brooks
Similar question from Phi LaViolettel - Season Ticket Holder NW Upper
NB: I totally acknowledge the iconic status of the Ayresome Park gates and understand therefore what they mean to many of the club's supporters. The gates, the statues of George Hardwick and Wilf Mannion and, of course, the Boro Brick Road all attract much attention on matchdays. Last season we felt the whole area at the front of the stadium was becoming too congested and didn't allow for good access to the stadium reception.
We are spending money on improving the look of the stadium by erecting new badges and new railings and made the decision to make the gates the natural 'cut-off point' on matchdays.
We have a stadium to be proud of and all the work we are doing is aimed at developing our image and first impressions.
Many fans appreciated the opportunity to vote on the return of the white chest band on Boro's home shirt. But I'd like to see a wider range of leisurewear and other gifts available from the Boro stores. What, if anything, is being done on this front?
Mark Fraser, North Stand
NB: As part of our ongoing consultation with supporters, we were delighted that so many fans took part in the two polls, first in favour of a return of the chest band and then to choose the new-look home strip. The away design is also one we knew from feedback was hugely popular with fans too.
We have worked on giving the fans an even better experience when they visit the club shops and I'm sure supporters who visit either store will be impressed by the changes that have been made.
We have an excellent new range of winter wear coming in on a weekly basis, a superb new poster and card collection is already in stock, while new ranges of ladies and baby wear will be available by the end of November.
Are MFC planning on improving access for home supporters' coaches to the Riverside?
This would have 2 main benefits:
1.Reduce traffic congestion/pollution.
2.Encourage paying home supporters to arrive earlier at the stadium.
I believe that introducing either or both of the following incentives would encourage more home fans to use these coaches:
1.Subsidised travel costs (maybe the council and participating pubs could help out as well).
2.Priority parking and entry/departure for home supporters coaches.
I hope you can find the time to answer this question.
Colin, Yarm
We accept this is an issue that affects a number of supporters and are looking at how we can better improve matchday parking options.Our Safety Officer, Sue Watson, has spent some time considering the issue recently, particularly as the new Middlehaven development is likely to increasingly impact on fans, so we are actively looking for alternatives.
The development of Middlehaven and the opening of the new college also affects those who travel to the game by car. At our last match, against West Brom, a number of supporters were fined for parking on double yellow lines that had recently been added, so we would naturally advise them to find alternative parking.
We've had consultations with the local authority, the Police and local bus company Arriva and will continue to look at the best ways to help fans get to the match.
Re: Manchester United (A) in the Carling Cup, tickets for this game were set ridiculously high at £41 for Boro fans, with concessions for pensioners at £22.What is the protocol between clubs for setting ticket prices for the League Cup, and did Middlesbrough agree to the pricing for this game? If so, I would like to know why - knowing how price-sensitive the economy is on Teesside, a fact which is reflected by the relatively poor league attendances at the Riverside over the past two to three seasons.
Geoff Thomas
NB: We do acknowledge that some fans felt prices for the United cup-tie were high for an early round of the Carling Cup. However, tickets were priced at Manchester United's normal Premier League levels, which they felt were fair given that they were playing another Premiership team. I'm sure they would say that the crowd of almost 54,000 supports that argument.
We did discuss ticket prices with United but did not feel we were in a position to argue that prices should be reduced when they were confident of attracting a very large crowd at those prices. We'd like think we know our fans and I'm sure United know their own fans.
For the previous round, at home to Yeovil, we set the prices at a level we felt would attract a good attendance and were delighted to see a 15,000 crowd, which was almost double the attendance against Notts County for the same stage a couple of years earlier.
In terms of our home crowds, our early attendances have generally been highly positive, with our opening day crowd against Spurs being our third highest for three years. Again, it's about striking a balance for affordable prices.
Why have the match day ticket prices gone up by £5 in the North Stand?
Gareth Newton
NB: We did increase prices in the North Stand this season. The vast majority of seats in that stand were sold to season card holders, so we are talking about a very small number of seats available for each match. Other areas of the stadium are not so full with season card holders so our matchday pricing is designed to encourage a more even spread of fans across the stadium. For instance, there are a lot of seats available in the North-East and South-East corners and these are now the cheapest in the stadium.
I was wondering if it would be possible to change the seating of the away fans to how Aston Villa do it, ie both ends are given to the home fans, so that away fans could be given a section of the East Stand.
Also I approve of the price changes, but surely a real cheap discount should be given to a selection of schools around the area who could then allow kids in at a cheap rate, this would spurn the next generation of fans for the club and fill some of the empty seats that the TV cameras like to show.
Craig Fowler
NB: We carried out a thorough review of stadium seating during the close season in terms of improving the look and feel of the stadium. Early indications are that it has worked well and, although I do understand the point you make, I don't foresee us moving fans around again in the near future. The South Stand allows us to keep the visiting fans separate from our own supporters. Installing segregation facilities into the East Stand could prove quite costly.
We take on board your comments about working with schools. We linked up with the local education authority last season for a special offer to reward pupils who had not missed a school day in the previous 12 months.
Our season cards for all those aged under-18 - that work out at about £5 a match - are now among the very cheapest in the Premier League, while those who don't have a season card can join Boro Pride and pay just £10 per match.
On top of that, there are also great value family tickets - for an adult and an under-18 - available in blocks 44 and 46 of the East Stand Lower.
Are Boro's fans north of the Tees still as important to the club? Recent comments such as 'town in Yorkshire' on the season ticket dvd , '30,000 season ticket holders from a town of 120,000' and existing 'for the people of the town' have been made. I believe a high percentageof season ticket holders live in Stockton, Billingham, Norton and Eaglescliffe and so I would hope that these fans were acknowledged as being as much behind the team as the rest of Teesside. Best wishes and keep up the good work.
P Kelleher
NB: Absolutely, all of our supporters are important to the club, no matter where they are from. Whilst there's no doubt we get great support locally, we appreciate the fantastic backing we receive from all areas, not only on Teesside but throughout the north-east and beyond. Steve Gibson made the comments about the town to emphasise the fact that the club is based in a relatively small town, but in the season card booklet he also talked about the club being here for the people of Teesside.
I first wrote to the club as the Riverside Stadium was being built, regarding developing the train platform that exists outside the stadium (near the Navigation pub). I mentioned that the platform could be developed either by the club, or in partnership with British Rail so that on a match day all the feeder stations such as Saltburn, Redcar, Stockton, Yarm etc could drop fans off right outside the stadium, easing traffic in and around the stadium. I also mentioned that if the stadium was ever used to stage an international game then the train would be ideal for travelling supporters.
My question is why, ten years on, has nothing been done about this, and what if anything is being done?
Adolfo Tempestoso
NB: Again, I think this is something the club has examined from time to time ever since the move to the Riverside was first put in motion. We have discussed the feasibility of a station close to the stadium with the British Transport Police and Network Rail within the last few months. Unfortunately, the message we've been given is that the cost far outweighs the potential benefits, as costs were estimated at £500,000 for a rail halt that would only be utilised on matchdays. Of course, Middlesbrough Station is just 10 minutes' walk away, so the Riverside's access by rail is way ahead of many Premier League stadia.
I have purchased my season card for three years. At the time of purchase it was advertised that I would be entered into a draw to win money cannot buy prizes. We have had two home games to date and I cannot find the information of the two winners. The adverts stated that the winner's names would appear on the MFC website. Can you please instruct me how to find out the winners names? How would I know if I was a winner? Tommy Morley
NB: First and foremost, Tommy, many thanks for such a tremendous show of support in purchasing a three-year season card. While we are carrying out monthly draws for all season card holders throughout the season, as we have done in previous years, the three-year package features a regular, not monthly, draw exclusive to the 300 or so supporters who purchased this package.
There will be money-can't-buy prizes to be won, with our first winner to be drawn at the forthcoming home game against Chelsea, when we will also be drawing our first two winners of the prize draw for season card holders. Naturally, all those who have a three-year season card will be entered into both types of draw.
There is no doubt that the atmosphere at the Riverside is getting better after it went sour for a while. The atmosphere has such a huge influence on the team and the fans experience of the game. I still think we could take steps to making the atmosphere electric at the Riverside like it was in the first few seasons. Have you ever thought of allowing drums in the stadium (like many clubs have) to increases the noise? Also it is good to see banners around the stadium to brighten it up. Have you ever though of adding boards around the stadium on the railings like say Derby County had?
Blair Galbraith
NB: We are determined, with the help of all fans, to create the best possible atmosphere at the Riverside, to support the team and help everyone really enjoy the matchday experience.
Gareth Southgate, Dave Allan and I have met with members of the Twe12th Man supporters group and discussed how we can best maximise the atmosphere. Indeed, we have discussed with them the idea of a band or simply a drummer on a trial basis. If it's what people want we are happy to give it a go, so we'd be happy to hear from anyone who fancies themselves as a drummer! It is certainly something we have not ruled out, though those fans seated closest to a drummer may disagree!
Fans will note that we have new banners in the North Stand and will have new concourse displays in place for Saturday's game against Chelsea. We plan to continue to develop the look of the stadium whilst maximising our commercial income through sponsorship.
Why there was no explanation to fans like myself who activated their season cards (4 days in advance) for the Yeovil cup game but were denied admission and therefore missed 20 minutes of the first half before gaining entry?
Mike McKenna
NB: Hi Mike, first of all, we hope that you and any other fans accept our apologies for missing any part of the Yeovil cup-tie. We did issue an apology to supporters at the time, which appeared both on the club's official website and in the Evening Gazette, while BBC Tees also covered it.
Season cards and Boro Pride cards have generally been a big step forward for the club and supporters, but we encountered problems that night that we aim to ensure are not repeated. We actually solda record of more than 9,000 seats on the day of the match itself, which was a 50% increase on the club's previous record daily sale, with 3,000 sold in the hour before kick-off at a rate of 50 per minute.
We have taken actions to minimise problems in future, while we have also introduced a matchday booth that deals exclusively with ticket queries - not sales or collections. This is based next to the ticket collections booth opposite the Ayresome Park gates.
At the Boro v Stoke game I was delighted to take my twin eight-year-old girls to their first Boro game - oh, and the wife came too! At half time, my children wanted a drink of water, but why did I have to queue for 25 minutes, missing half-time and ruining the experience for my children? I was in the South East corner and the bar staff had one beer tap working and didn't know how to work the machines. Surely the drinks could be prepared for the inevitable half-time rush?
Guy Musgrave
NB: Although we hope that sort of experience is very rare, I agree that 25 minutes is unacceptable to wait so please accept our apologies. We do pre-pour as many pints as the surface area allows at the front of the kiosks. We are determined to increase our speed and efficiency at the concourse kiosks and have been reviewing our systems and products in order to do so. We have already introduced food and drink 'meal deals' and will be streamlining products further, meaning we will drop some of our less popular product lines.
Should Boro continue to perform and eventually reach the heights and ambitions of the board management staff and more importantly the fans is there or would there be a possibility of further expanding the Riverside Stadium? Obviously we need to attract the fans but success does that! Many thanks. Boro til I die!
Brian Wright, Oxford
NB: I like your positive thinking, Brian! We'd love to find ourselves in such a position in the future and would certainly be able to extend the capacity of the Riverside if demand was there. First things first, we were delighted to increase season card sales for the first time in several years this season, while some of the early home attendances have been very positive. We aim to attract and retain more fans in the forthcoming years so let's see where we get.
Will the stadium be getting those electronic sponsor boards all around the pitch? They add more coloured to the stadium and look alot better than the old wooden type ones that dont move. If so, when will they be fitted?
Nathan Hall
NB: We will certainly consider doing so. At present, the LED advertising boards are only positioned along the East side of the pitch but if there is an opportunity to increase our revenue then we will do it.
There is a big rumour that you are getting rid of draught beers on the concourses and replacing them with cans. Is this true? If it is, would you go to a pub and drink cans? I very much doubt it. Are the executive areas going to have cans as well? Once again, I doubt it. What prices do you think you can charge? I really feel that once again the real fans are going to get a bad deal and the group I go with, which numbers 16, is not going to go to the ground. We will stay in Billingham till at least 2.30 and get to the ground as late as possible.
Also noticed last home game you have stopped serving halves. What about ladies who don't like to drink pints? This is just the club making more money. I think you should ask the fans for their opinion before you make a big mistake.
Graeme McIvor (season ticket holder)
NB: We have introduced bitter cans as a trial in some areas. We are reviewing what we do in all areas of our catering operation in order to speed up and improve the service we offer to supporters. Speed and efficiency are paramount in ensuring we give supporters the best possible service. It's important that we are as efficient as possible at serving a very large number of people in a short space of time, both pre-match and particularly at half-time. The review will result in us ceasing to offer some of our less popular products as we focus on the popular items, but any changes we make will be made with the aim of improving our overall service for fans.
