A little bit of follow-up on last week’s trip to the Oakland Coliseum. Non-believers and heretics, indulge me on this one, because it’s not really a baseball post, okay?
First, and just to get it out of the way, the Mariners’ possession of a playoff spot lasted two days. By Friday, they were half a game out, and today, after losing five straight games, they’re two and a half back, behind the Angels, Twins, Royals, and Orioles. With forty-two games left, they’re not out of it–there’s that hope thing again–but it sure ain’t looking good.
Second, I sent a polite email to the As pointing out the incorrect information they had given me, and, I presume, everyone else who bought tickets online. (If you’ve already forgotten last Thursday’s post, they sent an email announcing that the parking lots would open at two, when they didn’t actually open until four.) I didn’t expect much; a bedbug letter at most. But to date–a week later–I’ve received absolutely nothing. Not even an acknowledgment they’ve received the note, much less an empty promise to look into my concern.
This is not the behavior of a company that cares about its customers. One might think that with MLB blocking the As from leaving town, the team’s ownership might want to hang onto the fans they have. Apparently one would be wrong–perhaps since the Warriors and Raiders are fleeing Oakland, the As think they’ll have an automatic monopoly on sports fans. Here’s a hint guys: it doesn’t work that way.
But that brings us to the third item.
On Friday, I got an email from “Oakland Arena Events” sent on behalf* of “our good friends at the Oakland Athletics”. The email asked me to take a survey about my opinion on their new “ballpark efforts”. Okay. I may be a Mariners fan, but I live in the As’ territory and if they ever get the new stadium built, I’ll go to games there, so I might as well let them know what I think.
* I guess that explains why I haven’t heard from the As. They clearly don’t do email. Maybe I should have Instagrammed them or something. What are the cool kids using these days?
San Francisco Chronicle Sports Columnist Scott Ostler got the same survey. Today’s Chron has his take on it. It’s well worth the read, but for those of you in a hurry, the bottom line is that he thinks the survey is pointless. Fans don’t care, he says, about the stadium and its amenities. All they care about is whether there’s a competitive team playing there.
He’s right. But he missed the point about the survey.
See, when you go to the survey online, the first ten pages ask demographic questions. Some of it’s relevant. It makes sense for the team to ask respondents whether they live in Oakland and how many games they’ve attended this season. However, if the survey is really about where to put the new stadium, the As have no need to know how much money I make, how old I am, or what color my skin is. And there was nothing on any of the pages suggesting that the questions were optional.
Actually, I misspoke. The previous paragraph should have said “at least the first ten pages”. I stopped at page ten.
If the team was really interested in people’s opinion about the stadium, they would have asked those questions first. And, had they done that and put the demographic questions at the end, clearly marked as “optional” I would have been fine with it.
But the way they laid out the question makes it clear that the information they can use to target future marketing pitches is what’s really important to them.
I sent another email, this one to Oracle Arena Events, asking them to share it with their good friends. In that email, I expressed my displeasure at receiving a marketing survey thinly disguised as a request for my opinion.
I’ve gotten no response to that email either.
The current ownership’s approach to communication makes it clear that they have little or no interest in their fans as fans; their interest begins and ends at our wallets.
So here’s my opinion about the As’ new ballpark, if it ever happens: enjoy it. I won’t be going to any games there. Nor will I buy tickets for games at the Coliseum while the As are there.
Unless the team’s owners make it clear that they have some interest in baseball beyond how much money they can extract from fans’ pockets.
It wouldn’t take much. As Scott Ostler suggests, making a visible effort to field a better-than-AAA quality team would be a good start.
Or just reply to customer complaints–even if it’s with a bedbug letter.