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Bristol Water Reservoirs 2018
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csfcodhunter
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PostPosted: Fri Jan 12, 2018 9:53 am    Post subject: Reply with quote

BW need to accept that they need to change there whole approach with THE CUSTOMER.
They need to -

1. Be proactive in selling the fishing experience to the customer - rather than reactive
2. Engage with the paying customer - speak to them
3. Go and get the customer - rather than wait for the customer to just turn up - a Commercial approach
4. Pickup the bloody phone and speak to the customer
5. Maintain the customer’s interest in angling
6. Offer a rewarding experience to the customer

Oh yeh, why did we get rid of TD! He did all this!
Just makes me more irate as the TD saga was the biggest mistake they made. Badly handled by a certain person at BW. He knows who he is.

This time of year, you know who is in the lodge watching the clock go round to 5pm.
Why does he not undertake a bit of canvassing?
Pick up the phone, speak to last year’s clients, ask them if they are planning to visit again this year?
AND MOST IMPORTANTLY, pick up the phone and speak to all the LOST customers and ask them to give CV another go as all is now hunky dory and resolved with a brand new approach from BW. (Apologies for the sarcasm).
The art of communication is in the voice - not Facebook updates.
The other two fisheries I regularly fished last year have both called me to say they are looking forward to seeing me again next season and one even sent me an “Early Bird” voucher for April.

Come on BW - step up!
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Appleman
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PostPosted: Fri Jan 12, 2018 1:27 pm    Post subject: Re: Be Bold! Reply with quote

Allrounder wrote:
mc07fly wrote:
After all this time, to now want to convene a new meeting to debate the wording of a new questionnaire to ask recent potential recruits why they gave up in their first year ...and to ask existing long term members why they have also had enough and left....C'mon, Guys, phone 'em up!! Or ask me to do do it...(I can be very nice on the phone).


Apologies McFly for not explaining it better , but I believe the online survey will be a general one open to all customers rather than a follow up for potential new recruits following a course. However I will follow up your suggestion about contacting those who have undertaken courses and then gone missing at the next meeting as it is an important point. Smile

Sometimes long established organisations won't accept the need to change or take risks until they have stared into the abyss and have come to the conclusion that change is the better option! Hopefully that's now the case with BWF! Smile

Any more thoughts? Smile

Alan Wink


Survey Monkey offer an excellent platform for collating questionnaire data.......Unlimited questions and responses for just £31 pcm! Worth every penny if you get to understand your customers, take the results on the chin and implement change to make improvements.

My view on the customer survey is that the results / feedback at the moment will probably leave BWF a bit sore.....But, at least they will get a baseline measurement as a starting point to work from. If BWF are rated say 2 out of 5 initially then re-survey once a quarter they have a good mechanism to measure the effectiveness of initiatives being introduced.

However......BWF really need to pull their finger out on this otherwise they will be getting data / insight just before the season kicks off and little time to react. On reflection, it would have made a lot more sense to run a survey late 2017, digest the results and implement changes based on the findings of the survey.
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Appleman
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PostPosted: Fri Jan 12, 2018 1:34 pm    Post subject: Reply with quote

csfcodhunter wrote:
BW need to accept that they need to change there whole approach with THE CUSTOMER.
They need to -

1. Be proactive in selling the fishing experience to the customer - rather than reactive
2. Engage with the paying customer - speak to them
3. Go and get the customer - rather than wait for the customer to just turn up - a Commercial approach
4. Pickup the bloody phone and speak to the customer
5. Maintain the customer’s interest in angling
6. Offer a rewarding experience to the customer

Oh yeh, why did we get rid of TD! He did all this!
Just makes me more irate as the TD saga was the biggest mistake they made. Badly handled by a certain person at BW. He knows who he is.

This time of year, you know who is in the lodge watching the clock go round to 5pm.
Why does he not undertake a bit of canvassing?
Pick up the phone, speak to last year’s clients, ask them if they are planning to visit again this year?
AND MOST IMPORTANTLY, pick up the phone and speak to all the LOST customers and ask them to give CV another go as all is now hunky dory and resolved with a brand new approach from BW. (Apologies for the sarcasm).
The art of communication is in the voice - not Facebook updates.
The other two fisheries I regularly fished last year have both called me to say they are looking forward to seeing me again next season and one even sent me an “Early Bird” voucher for April.

Come on BW - step up!



I totally agree......It would need a massive turn around in attitude and approach though and this would need to be driven from the top down.
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mc07fly
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PostPosted: Fri Jan 12, 2018 3:57 pm    Post subject: Informal Market Research Reply with quote

Thought I would stop by my local tackle shop that specialises in fly fishing kit and clothing and see what they were seeing.

Apparently their custom from locals who regularly fish Chew has fallen dramatically over the past two to three years.
Main reasons quoted were the declining quality of the fishing at CVL and relatively high cost of inflexible permits for the increasingly poor returns.

So what are these "leavers" now doing with their spare time? Apparently Bird watching, Cycling and Walking are popular new hobbies Shock .

They are, by and large, fit and well....just thoroughly fed up with their poor experience at CVL and lately also at Blagdon.....notably after TD left.

Happy Days, Smile
McFly
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blondie
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PostPosted: Fri Jan 12, 2018 4:01 pm    Post subject: Reply with quote

Totally agree with CFS. Cool My honest opinion Smile
I know it's going over old ground butt TD was a breath of fresh air whilst he was at BW Very Happy It was a time I really enjoyed my days on Chew.
Since his departure,things have really gone bad and customer care totally non existent Rolling Eyes .I know BW have to make a profit but it should not be all "money orientated "
As most of you know ,I have voted with my feet over he last few years and my reports virtually non existent Sad I really found it a chore to actually go TRout and Pike fishing as ALan and Tony can comfirm Embarassed .Fishing should never be a chore but BW made it like that for me.They totally lost there Customer loyalty as far as I was concerned Crying or Very sad . The lodge closure debarcal . Mad Now so overpriced fishermen don't use it(used to Realy enjoy breakfast before fishing).The way the Pike "money pit" works.Extortinate prices,telephone booking debarcal ,How about the welfare of the Pike? Rolling Eyes
BW really does have a lot of bridges to build.They Realy need a proper fishery manager not a "suit".I seriously hope they get it right,then maybe I will return happy once again to fish Chew without it being a chore. Smile
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PostPosted: Fri Jan 12, 2018 4:17 pm    Post subject: Reply with quote

arkle wrote:
Just a quick, or not so, question guys.

Over the last few years, fish that are c & r'd are stil counted in the total of fish that are actually killed & removed. So, how do they know the ratio to re-stock



Catch and kill and C&R are separated within the return cards?!
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PostPosted: Sat Jan 13, 2018 1:54 am    Post subject: Reply with quote

After reading through all the contributions it struck me that things can be broadly summed up under 3 broad headings - Marketing, Customer Service and the Fishing Experience. Taking marketing first, I think it is fair to say that this really has taken a back seat over the past 3 years and I am being diplomatic! I think BWF needs to develop a proper Marketing Strategy to promote its trout offer which should include in no particular order ...

Leaflets and posters for local tackle shops, Guesthouses, Pubs, Tourist Information Centres (bring back the Buzzer!!)
A weekly press release sent to local press and free papers with notable catches, catch returns, stocking figures etc
Special offer emails to customers when there is a sale on in the Lodge or a special promotion on boats during hot weather etc
Site visits to hatchery and to watch fish being stocked (open to community, not just anglers)
Identifying potential sources of new customers - ie Scout /Guide groups, youth groups, recently retired
Identifying barriers to participation and offering solutions ie courses for beginners, boat handling courses etc
Identify barriers or issues caused by their permit offer (for example, it might be that the current system acts as a disincentive to some boat anglers to take out a season ticket)
Identifying and exploiting new trends within fly fishing ie fly fishing for Perch
Identifying and following up lapsed customers or infrequent customers - letter or a friendly phone call etc, perhaps offering a discounted ticket as an incentive
Introductory discount for first ticket(s) or for taking out a first ever season ticket
Encouraging regular feedback from customers via social media, online questionnaires or paper based.
Use feedback from customers to continually inform and modify the offer to keep it fresh
Emphasising the number of fish still in the lake waiting to be caught (ie lake full of fish) as well as the number actually caught (lake now empty)

Some of the things that would improve customer service are ...

Sensibly priced breakfast at the Lodge served at a convenient time before, not after the boats go out (surely BW has some influence here?)
Smaller queue for boats in the morning
Customer driven instruction courses - for example I wonder how many bank fishers would like to take a boat out , but lack the confidence to do so?
Mentors - not tutors, just experienced local anglers who are willing to show a newbie around the lake and maybe spend a few hours fishing with them to offer initial support.
Help on/off boats (not happening as consistently now as under TD)
Complimentary tea and coffee (available at Blagdon and most reservoirs , not sure about Chew)
Big map of the lake naming banks and showing access points.
Knowledgeable and enthusiastic Rangers, with Full Time Rangers qualified to appropriate level ie Certificate in Coaching Angling Level 2 (or working towards it)
Daily update showing expected weather conditions previous days catch figures and best areas and flies
Adopt a consistent social media presence so genuine issues can be picked up and addressed promptly ( this happens in the pike closed facebook groups, not aware that trout angers get the same service)

Some of the things that could improve the fishing experience ...

Trial more frequent, smaller stocking on Chew. Benchmark to assess impact on returns against fewer, larger stockings
Sporting ticket option and guidance / rules on how fish are to be treated and released under C&R. (new instructional video?)
Develop a strategy for controlling cormorants, supported by the Angling Trust
'Carrot and Stick' approach to fishing returns; reintroduce the free boat draw / systematic approach to chase up late returns with possibility of ban for persistent offenders.
Allow a 'back drifting' trial in 'no anchoring' zone to open up that area to trout fishers who wish to fish deep for Brownies and Perch but cannot do so effectively over the front of a drifting boat.
Investigate the demand for winter fishing on one or more of the Barrow reservoirs (ie if sensibly stocked to 31st January) Current winter option at Litton is too expensive compared to competitors.
Water quality - BWF to adopt an open and transparent approach regarding the issues and possible solutions. After all, its not the fishery teams fault!

Have I missed anything important ? Smile

Alan Wink
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csfcodhunter
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PostPosted: Sat Jan 13, 2018 8:34 am    Post subject: Reply with quote

Alan - apologies but you missed the most important item.

Re-instate a TD style front man. Because everyone on here will think “little tweaks” are not going to solve the main issue. Every successful fishery (business) in the UK has a front man leading the team below it. The fishery staff at WL also need a TD to give them direction. With the current regime - there is none whatsoever.

Why did’nt BW employ a JH/MC style guide for the fisheries? IMO they had a guy who could have been developed into a top guide in Jake.

I would propose at these meetings, you need to cut through all the diplomatic niceties and lay it on the table because the danger is that all become frustrated when attending with BW. e can only assume that what gets discussed at these meetings, then gets taken on to the next meeting containing all the suits and accountants? Is there any representation at these meetings further up the ladder?

CHANGE needs to happen quick. We are nearly into February and minor tweaks are not going to drive the CHANGE needed.

I know from 25 years working for large companies myself that driving change within large organisations is very difficult and takes time. WL needs a TD at the top to help you (& others) at these meetings make change happen.

I am told that BW are not prepared at this stage to invest any £££££ into the turnaround at CV which if that is true is worrying!
One of the rules of business is that you can only produce a profit, if you have a customer.
Good luck!
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tenet
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PostPosted: Sat Jan 13, 2018 9:51 am    Post subject: Reply with quote

Forgive me but before you elevate TD into sainthood I actually found him to be a somewhat abrasive character - there I've said it. Shock

If cdfcodhunter's info is right and if BW are going to hold onto their purse strings then I'm afraid any tinkering around the edges will blow up in the faces of all concerned. It wouldn't take long, given social media, for people to feel conned if they turn up spending their hard earned on the promise of a good experience only to find that they consistently blank, ergo we are back to the reason for inconsistent catches and the reasons why that has been happening.
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PostPosted: Sat Jan 13, 2018 9:59 am    Post subject: Reply with quote

Tim, with the apparently low numbers of returns actually being "returned" this is all well & good, but there's still no way of judging the fish that are predated after being returned. So this can only ever be an inexact science.
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PostPosted: Sat Jan 13, 2018 10:08 am    Post subject: Reply with quote

tenet wrote:
Forgive me but before you elevate TD into sainthood I actually found him to be a somewhat abrasive character - there I've said it. Shock

If cdfcodhunter's info is right and if BW are going to hold onto their purse strings then I'm afraid any tinkering around the edges will blow up in the faces of all concerned. It wouldn't take long, given social media, for people to feel conned if they turn up spending their hard earned on the promise of a good experience only to find that they consistently blank, ergo we are back to the reason for inconsistent catches and the reasons why that has been happening.



Tenet - So would Jake have been abrasive? No. There are other options rather than TD. I was just using him as an example. BUT he was passionate about the success of CV - but he spent too much time on the water possibly?

Putting my ££ commercial hat on for a few seconds (which is what BW is all about), MC & JH have successfully demonstrated that an income can be earned on BW fisheries by guiding anglers on CV & Blagdon. Why have BW not done this to entice anglers themselves?
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PostPosted: Sat Jan 13, 2018 10:31 am    Post subject: Reply with quote

I agree with tenet TD was abrasive. He was directly responsible for the drop in season ticket holders by his attitude. Indeed he banned a couple of them for alleged minor offences(subsequently reinstated immediately by Bob) and introduced those stupid tags. The only good thing he did was petrol engines on Blagdon...unfortunately these are despised by some because many competition anglers go flat out close to bank anglers.
JH is now the new fisheries manager and should be given time to settle in and stamp his direction on the the fishery. There is no way improvements are going to happen overnight.
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PostPosted: Sat Jan 13, 2018 10:49 am    Post subject: Reply with quote

malerogue wrote:
I agree with tenet TD was abrasive. He was directly responsible for the drop in season ticket holders by his attitude. Indeed he banned a couple of them for alleged minor offences(subsequently reinstated immediately by Bob) and introduced those stupid tags. The only good thing he did was petrol engines on Blagdon...unfortunately these are despised by some because many competition anglers go flat out close to bank anglers.
JH is now the new fisheries manager and should be given time to settle in and stamp his direction on the the fishery. There is no way improvements are going to happen overnight.


One thing CV trout angling does not have - IS TIME!
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PostPosted: Sat Jan 13, 2018 10:59 am    Post subject: Reply with quote

Thanks cfscodhunter, I think we need all the luck we can get! Laughing

Actually your post reminded me that I forgot to mention something in my initial summary of the meeting which involved some changes (albeit 'tweaks') within the management responsibilities within BWF. It seems that Steven Smith will be taking much more of a backseat role and John Harris will be picking up more of his responsibilities for the fishing in future. That does not mean he will be assuming Bob Handford and Tony Donnelly's old role ( the role we all want back) because he will be picking up other non fishing site related responsibilities too, but hopefully it will give him a bit more autonomy/ authority over the fishing operation. Although it is not as much as we would like, I for one welcome this and would like to give John a chance to see what improvements he can introduce. Smile

The other thing I probably didn't emphasise enough in my earlier summary is that BW appear absolutely determined to ensure that the fishery department is not seen to be, or allowed to become a separate entity within BW . I believe this was what caused the break in TD and BW's relationship and they are so paranoid about this that I believe they are even resisting the idea of allowing Ranger details to be added or updated on the dedicated BWF webpage! Shock

The rationale behind this appears to be that originally Rangers were expected to do much more that support anglers and some of their wages are 'recharged' to other departments for their services. Over many years this wasn't enforced and the Ranger role became 'fishing only' but in future BW are adamant that the Ranger team must take on a wider range of duties as originally intended to justify the recharge.

Like you, I spent my working life in large public and privately owned businesses and know only too well that driving change can extremely difficult especially when the corporate mind is dead set against something you want, and I fear that is the case when it comes to bringing back Bob or TD's old role. I can assure everyone that TD was mentioned more than once in a favourable light during the meeting , but BW are simply not prepared to consider reintroducing a similar role at the moment, so my preference going forward to the next meeting is to concentrate on what is possible instead. In my experience timing and momentum are everything in large organisation's and when a chance arises to affect change then it is best to take it before the internal politics change again and the opportunity is lost. Smile

I think we all agree - even BWF- that CHANGE is necessary, but the question now is - what practical changes are needed to improve P&L and the angler experience? My previous post was intended to put some meat on the bones but thanks for raising this very important point. Very Happy

Am I missing anything else? Smile

Alan Wink
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csfcodhunter
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PostPosted: Sat Jan 13, 2018 11:28 am    Post subject: Reply with quote

This is my last post and then will allow others to add there views - and important everyone does.

BUT as I understand, JH does not have the authority within the management structure to actually make CHANGE happen. You know who makes the final decisions Alan - I assume you know who I am talking about.
How will that play out in terms of the £££s bit we all know is needed. For example, water quality issues in the summer/autumn months. Investment is needed.
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