In any conflict or disagreement, the absolute worst thing you can do is minimize and dismiss a person's point of view.
People respond better when you listen to what they have to say, even if you disagree with them. But you have to actually listen to what they are saying first and demonstrate that you understand that person's concerns.
The Senators front office have been ignoring, dismissing and chiding the fan base for so long that it has become completely tone deaf to its own market and is now unable to productively engage with its fan base. And that all starts with the corporate leadership.
And Ian Mendes is demonstrating leadership by listening to the fans and using his position to force a proper conversation. Kudos.