Mr. Disproportionate Response

If you run a business, sure, that’s cool. Getting and keeping good PR is important and very much helps to promote a positive environment to drive and grow your business. If you’re making decisions, though, that alienate, frustrate, and confuse your customer base, however, the best way to fix your problems is NOT to silence and censor your customers, but to address the problems in a transparent, effective, respectful manner–even if that is to politely tell them, “No, the customer is not always right.” It at least shows that you’re paying attention to their needs, and not being dismissive or disrespectful. After all–a business without customers is no business at all. This is a lesson that Games Workshop would do well to learn.

This evening, a local GW store manager posted some information about an advance order item. After a very brief discussion, it was ascertained that GW’s new policy regarding advance orders is that if you order your item online, you will get it AFTER it goes to stores. This is in hopes of driving additional sales and support into the retail centers. However, when dealing with limited availability items, this also means that the customer might miss out on their chance to get said items. It’s a catch-22: Maybe get it right away, or definitely get it, but have to wait.

The customer in problem felt that this was not a particularly appropriate business model, and said as much on the public thread, here on Facebook. Initially, he questioned what the policy was, then when it was explained to him, he felt that the business practice was a little shady. He was not overbearing, coarse, or vulgar in his response. His responses were simply not supportive. Games Workshop’s response–as it largely has been lately, in response to protests about their price hikes, their de facto embargo on retailers south of the Equator, and so on–was to simply stifle that feedback by deleting non-supportive statements.

After having recently spent nearly $3,000 purchasing a new army, I’ve only assembled 7 of those models, and have only fully painted one of them. The fact that the business’ behavior, both from Nottingham and from the local retail management, has been so negative, I’ve just felt no draw and no desire to paint or assemble this army. This paradigm that they’ve adopted is not only going to continue to hurt their business, in general, but the hobby community.

As for me, though, I’m getting on fine. I’ve assembled two large armies for WarMachine and I’m in the process of painting them up. They look great, and the game is a blast. Cheaper than 40k, too. I’ve assembled, but have not yet painted my Malifaux figures. I’ve not had a chance to play yet, but seeing the models and reading the rules has been exciting–I can’t wait to play! Next is Battletech. I’ve purchased all of the core books, 40 miniatures, and several of them are painted and ready to march! It’ll be fantastic to return to the game that made me a gamer. Finally, there’s Infinity. With their rules published online for free, amazing-looking models, and gameplay that is fast, unique, engaging, and actually encourages tactical thought, rather than picking the right combinations of units, Infinity is on my radar as the next game that I’ll be buying into.

Games Workshop, I’ve been a fan for some time. Me love you long time… But now? Now, you’re on notice. The competition is here, their products look GREAT, and any time I’ve had to deal with their personnel, I come away from it feeling like a person who is valued as a customer, and with my needs satisfied. You, however, GW, are more like sex in a college dorm: Sloppy, uncaring, and as soon as our intimate time begins, it seems like you’re just planning on who you’re going to sneak through your door next. You’re on notice.