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LunaHound wrote:

LuciusAR wrote:I'll admit on a couple of occasions when asked "You ok for paints and glue?" at the till, I've remembered that I had actually run out of Glue or Chaos Black Spay. Now I'd have kicked myself when I got home where it not for the staffers reminding me. So yes it is a useful thing to ask.

TBH I can't really understand the mentality of anyone who would be annoyed a polite and often useful question.

No offence , but i find it insulting if the lvl of annoyance you assume we are complaining about is only simple like "do you need glue or spray paints".

Try 30 mins of browsing , followed by 30 mins of staff talking about something off topic.

Imagine trying to think in your head for what units to buy first , replaced with what super heavies the guy think is cool.

I'm afraid i must agree. nothing says "Enjoy your noise marines!" like "blah blah new stompa blarg"

Personally, I never stay at a GW store for more than 5 mins simply because, and this is a joke as I'm a geek too (a closet geek lol), they creep me out. If I ever go there to buy something it's a quick in and out with what I needed, anything else I get on ebay and wait patiently for it to arrive . As far as upselling goes, I've forgotten glue a few times, and some oddball paints I need here and there, so I don't hold it against them. After all, they're a business after all aren't they?

The guys at my store are pretty chill, they tell jokes and stuff but are still friendly and helpful.

We're closing

BlackSpike wrote:There is good and bad customer service.
There are good and bad customers and staff.
It's a lot easier to complain about the bad. Most people won't notice the good service.

QFT

i was going to try and say something simelar but couldnt think of how to put it.

Me-Hey I'm looking for the new ork gret-
RS-I love you
Me-.....Like i was saying those new gretchin
Rs-Don't play hard to get.
Me-little green dudes with pistols and such?
Rs-They're in the back, follow me.
Me-ya i'll be going now.

Faux Pas wrote:Me-Hey I'm looking for the new ork gret-
RS-I love you
Me-.....Like i was saying those new gretchin
Rs-Don't play hard to get.
Me-little green dudes with pistols and such?
Rs-They're in the back, follow me.
Me-ya i'll be going now.

Really?

LuciusAR wrote:Lunahound, My response was made directly as a result of the statement by Old Man Ultramarine below. Specifically the "You need any paint or brushes?" bit. I wasn't making a comment on Upselling in general.

I know from my own experiences that when in frothy toy buying mode it really is quite easy for the mundane stuff like Paint and Glue to slip from your mind. "You need any paint or brushes?" is a just polite reminder. After all if you journey a long way to reach your GW and it's only when you get home you realize you forget to get Black Spray of Poly Cement it's going to be pretty damned annoying. If you don't need anything just say no. It's not like the Redshirt is going to burst into tears at your refusal!

It just plain inaccurate to describe this as "forcing items on customers".

Old Man Ultramarine wrote:Why is it that when you roll in and have a couple boxes to purchase and they throw out that question. Did you find everything, ok? or You need any paint or brushes?

I know they are trying to be helpful, but if I wanted or needed that stuff more than likely it would be in my pile of items to be purchased.

Trying to force items on customers is just bad business and usually backfires on GW long term.

BUT

We do get laughs from posts like this.

Y'know LAR, I really think that it's situational. I mean, sometimes, situationally dependent, the upsell has a place. I have quite frequently had to make late night CannonBall Runs to stores because they are about to close up and I need a friggin paint that I was too jacked up to remember to buy when I was in there an hour before. So yeah, it can have it's uses. But when someone upsells you on something and they shouldn't be (asking about glue when you bought some the day before or some such), not much can make a customer feel more like a number. I'm cool with that, I realize that they CERTAINLY cannot retain every purchase by every customer for even a day, much less for however long. But it still detracts a touch.

Red Shirts (or whatever color they are in your area) come in all flavors. I've seen some really take the time and put in the effort. I've seen some that were lumps of crap. They DO, in general, seem to swing more towards the extreme and less in the middle as retail folks go.

OK, so maybe the generalizations aren't quite called for (I'll just leave this cup of sweet, hot irony right here). But from the fuckups and the shitwits that make it into the ranks, stories both funny and semi-horrific emerge. Just because someone tells a story where a redshirt makes themselves the butt of a joke does not a generalization make. And a generalization about someones individual experiences does not global generalizations make.

When playing a 4th Ed. game at a store in Manhattan with a friend of mine from the city, probably the best line was:

Worker: "Are you doing Fish of Fury?"
Me: "Yes?"
Worker: "You can't do that anymore, 5th Ed, uses TRUE LINE OF SIGHT rules..."
Me: "We're playing 4th Ed. though"
Worker: "We only allow players to play on our tables with the current rule set"

And so I left with my friend, in the middle of Round 5. I swear, the guy spoke of TRUE LINE OF SIGHT, like he was speaking about Christ sacrificing himself for the Greater Good of mankind...

I don't mind when someone asks me about glue and paints at the till, as I usually do, and it reminds me.
What irritates me is when I walk around the store, and they follow me trying to foist the latest product on me. It's like being stalked for 10 mins by a door to door salesman. Not only does it interrupt my browsing, but it's someone trying to pressure me to buy something which is annoying in itself. Now I'm too polite to tell people like that to go and put their new stompa, so I endure it and leave the store ASAP.

But it varys from store to store. I went to the store in Staines for ages, and never had any problems like that. But the second I wlaked through the door in Canterbury...

*Me browsing the isles*
GW Manager:'Hi there. Are you new to the hobby?'
Me:'No, I'm a DE player. I do Praetorians as well though'
GW Manager:'We don't stock any of those old ranges any more. However, we do have these' *pulls Stompa off shelf and shoves it into face*
Me:'Nah, I'm not really into Orks. Thanks but no thanks' *turns away to continue browsing*
GW Manager:*calls from behind*Yeah, but have you seen how cool these things look when assembled?' *I turn around and he indicates constructed one*
Me:'Yeah, they're quite cool, but nothing beats a pith helmet'
GW Manager:'What about one of these?'*pulls Big mek with shokk attack gun off shelf*'Can you imagine an imperial guardsman trying to carry one?'
Me:'Doesn't beat a basilisk. Or better yet, a baneblade'.
GW Manager:'Have you got one of those yet?'
Me:'Yup. Got one for christmas' *turns away to continue browsing*
GW Manager:'Have you ever tried Warhammer?'

In cases like these, I can fully understand wanting to shoot off the employee's head. Whilst a certain amount of upselling is expected, as with any business, there's such a thing as pushing too hard. I don't have bookshop workers, or supermarket employees following me around trying to foist things off on me. A simple, 'Can I help you?', answered in the negative should suffice. In a situation like the above, where I continuously indicate I want to be left to my own devices, I don't expect to be badgered repeatedly. The employee in question may be bored out of his skull, but he's paid to be in that state, and harassing me makes me not want to come back.

Whilst upselling is acceptable to a certain degree, if I show that I don't want to be sold anything else, and require no assistance, I expect to be left in peace. Which is what most people want. Whilst Mad Doc might criticise them for over the top responses, well, I can accept that customers can be donkey-caves too, but if your sales technique irritates people, you kind of should expect a certain level of abuabuse back. For example, people who ring you over the telephone expect it. This is not to say you should be a donkey-cave over it, but if they keep trying to sell you stuff after you calmly say you want nothing else and would like to browse quietly, and they persist, I would consider myself well within my rights to complain and then leave.

Just in General, those employees that fiercely defend GW no matter what, even if they are blatantly wrong. I totally understand when you are doing that at work, but when you aren't.....give it a rest.

Che-Vito wrote:When playing a 4th Ed. game at a store in Manhattan with a friend of mine from the city, probably the best line was:

Worker: "Are you doing Fish of Fury?"
Me: "Yes?"
Worker: "You can't do that anymore, 5th Ed, uses TRUE LINE OF SIGHT rules..."
Me: "We're playing 4th Ed. though"
Worker: "We only allow players to play on our tables with the current rule set"

And so I left with my friend, in the middle of Round 5. I swear, the guy spoke of TRUE LINE OF SIGHT, like he was speaking about Christ sacrificing himself for the Greater Good of mankind...

The guy sounds like an idiot, because you still can do the FoF if your fire warriors can see under the fish. If you use the tallest GW flight stand anyway...I dunno, mine can see under it, but I've heard lots of people say "Oh no you can't do that anymore" regardless.

I just don't see why. TLOS, yeah. You can see under the tank, that's TLOS is it not? You're giving the other guy a cover save obviously, so it's not really as effective as it used to be, but still. Is there some reason why you can wipe out an entire squad because some guy sticks his hand out from behind cover and why an entire squad crouching and firing under a freaking floating tank can't see what they're shooting at?

Most annoying thing a GW store employee has said to me?

Nothing. I've never been in one.

And threads like this pretty much keep me from ever going to one.

And if they open one in Indianapolis, I will laugh and watch it fail. Unfortunately it will probably drag most of the rest of the stores with it.

Old Man Ultramarine wrote:Well if you read and catch on to the general vibe it's like this.

Just what do you expect when me, the customer for example, who wanders around the store for say 30 minutes slowly accumilating (sp) a handful of items I want to purchase. Having seen everything in the spralling mega store and I'm ready to check out. Only to hear "you need some more stuff?" WTF! If I needed it, I'd have it on the counter. Being an adult of age 38, I can function in society and get what I need on my own.

then

Say I wanted to crack a blister and quickly try a new unit/figure on the "holier than holy" GW tables. Ahhh, since my just purchased item isn't painted I'm told "no, no, no painted figs only" Once again, WTF?

At some point I say "See ya, wouldn't want to be ya".

Capeesh?

Longterm prognosis......You irked me enough to chase me away for good. I will play at home or at store that welcomes gamers of all kinds and conditions of armies. I will spend my money online on ebay or some site that features a hot discount of 20+%. Make sense?

Now granted I responded here in a horse's ass sort of way, but that is the mind set of some of the peeps.

If you haven't caught on, yet. You are beyond help.

Guys, please read the quote above. I didn't say this was my opinion and followed it up in 2 instances saying this later in post. I said the general vibe of this post was this and use "me" to tell story. I have been in GW store in last year and made weekly trips to hang out and do some modeling on my DW/RW army. I enjoyed the place. Bought some stuff, but I normally buy at my FLGS because I get a discount. I'm hardly the bad customer, via I spent more than $17,000 last year on 40k. I'm not kidding. I go out of m way to inform people of events upcoming in stores. My FLGS employees often refer customers to me with questions about 40k when I'm there.

I got into dumb argument with Mad Doc Grotsnik. It was silly and I overreacted.

Each of you need to visit a GW store and form your own opinions. Most of what I read in this post I have seen. Whether people accept that as fact is up to them.

This is the internet. I may come off as an ass via I talk with a lot of sarcasm. So the true meaning is lost and miscommunicated.

The staff at my store don't oversell. Although they do tend to "advertise" some of the new stuff, just not to the regulars.

A friend and I were playing a demo game at the GW closest to me, and a redshirt starts watching. When we get to my shooting phase, I shoot at the friends Boyz and hit and wound, and the friend goes to roll for armor saves. The redshirt steps in and says, "Oh, armor saves aren't that important. They just slow up the game." Of course, he takes the saves anyway. Then in my Assault Phase, he tells us that falling back isn't really that important, just continue.

What sort of employee is that?

Sidstyler wrote:

Gutteridge wrote:Luckly for me that my store is fine, ive heard some pretty bad things but i do admit, some people in my store are fekkin weird. some kid went crazy and did a death threat to a tau player

Oh, that's normal for Tau players.

Mattlov wrote:Most annoying thing a GW store employee has said to me?

Nothing. I've never been in one.

And threads like this pretty much keep me from ever going to one.

And if they open one in Indianapolis, I will laugh and watch it fail. Unfortunately it will probably drag most of the rest of the stores with it.

The reason I've never been in one is becuase the War Store sells everything for cheaper.

Another reason is becuase the closest one is lightyears away.

This happened when I registerd for my first tourniment. The redshirt at the store tells me i am the last guy on the list and that I am in the tournement.

I get to the store and guess what, I am now pushed behind 3 other guys.

Redshirts response "You werent registerd."

And my first tourniment ended on a very bad note.

(i was really sick when typeing this, so my spelling sucks)

mattyboy22 wrote:Just in General, those employees that fiercely defend GW no matter what, even if they are blatantly wrong. I totally understand when you are doing that at work, but when you aren't.....give it a rest.

Quickly, succintly, and accurate. You sir, are made of Win and Candy. I hope your SO realizes this and tries to eat you in a good way.

zedsdead wrote:We're closing

We? We who? This does not sound good. Details? Sorry for you if you work there?

Sidstyler wrote:

Che-Vito wrote:When playing a 4th Ed. game at a store in Manhattan with a friend of mine from the city, probably the best line was:

Worker: "Are you doing Fish of Fury?"
Me: "Yes?"
Worker: "You can't do that anymore, 5th Ed, uses TRUE LINE OF SIGHT rules..."
Me: "We're playing 4th Ed. though"
Worker: "We only allow players to play on our tables with the current rule set"

And so I left with my friend, in the middle of Round 5. I swear, the guy spoke of TRUE LINE OF SIGHT, like he was speaking about Christ sacrificing himself for the Greater Good of mankind...

The guy sounds like an idiot, because you still can do the FoF if your fire warriors can see under the fish. If you use the tallest GW flight stand anyway...I dunno, mine can see under it, but I've heard lots of people say "Oh no you can't do that anymore" regardless.

I just don't see why. TLOS, yeah. You can see under the tank, that's TLOS is it not? You're giving the other guy a cover save obviously, so it's not really as effective as it used to be, but still. Is there some reason why you can wipe out an entire squad because some guy sticks his hand out from behind cover and why an entire squad crouching and firing under a freaking floating tank can't see what they're shooting at?

Weel, I would have told the RS to go get a GW lazer pointer and laze the FoF FWarriors to target under the fish in question. Like you said. Go sid.

Orkeosaurus wrote:

Sidstyler wrote:

Gutteridge wrote:Luckly for me that my store is fine, ive heard some pretty bad things but i do admit, some people in my store are fekkin weird. some kid went crazy and did a death threat to a tau player

Oh, that's normal for Tau players.

I always thought that picture was kinda funny, since that's what I imagine the average Imperial citizen looks like, Tau sympathizer or not.

Weel, I would have told the RS to go get a GW lazer pointer and laze the FoF FWarriors to target under the fish in question.

You don't even need the laser pointer, just get down to eye level with them.

Old Man Ultramarine wrote:Why is it that when you roll in and have a couple boxes to purchase and they throw out that question. Did you find everything, ok? or You need any paint or brushes?

I know they are trying to be helpful, but if I wanted or needed that stuff more than likely it would be in my pile of items to be purchased.

Trying to force items on customers is just bad business and usually backfires on GW long term.

BUT

We do get laughs from posts like this.

as a former GW staff, I can't begin to rmember all the "hey, thanks for reminding me, I came in to get that anyways and forgot." or " "holy crap, If I'd have gone all the way back to Richmond (90 miles from the store I worked at) without glue, I'd have really been upset with myself." or "Cleppers, naw I don't need those, but where was the green stuff you said, I didn't see any on the wall?" comments I heard over the nearly 7 years I worked at the stores..

Yes, officially it's called an upsale, but for me it was providing customer service. I wasn't giving good service if you went home and forgot something. That's just my perspective and I realize we all have different perspectives, but to jump on a salesman for selling is a bit overly crazy no? After all, he is supposed to sell stuff, the conversation, hints, tips, etc are all extras..

two_heads_talking wrote:

Old Man Ultramarine wrote:Why is it that when you roll in and have a couple boxes to purchase and they throw out that question. Did you find everything, ok? or You need any paint or brushes?

I know they are trying to be helpful, but if I wanted or needed that stuff more than likely it would be in my pile of items to be purchased.

Trying to force items on customers is just bad business and usually backfires on GW long term.

BUT

We do get laughs from posts like this.

as a former GW staff, I can't begin to rmember all the "hey, thanks for reminding me, I came in to get that anyways and forgot." or " "holy crap, If I'd have gone all the way back to Richmond (90 miles from the store I worked at) without glue, I'd have really been upset with myself." or "Cleppers, naw I don't need those, but where was the green stuff you said, I didn't see any on the wall?" comments I heard over the nearly 7 years I worked at the stores..

Yes, officially it's called an upsale, but for me it was providing customer service. I wasn't giving good service if you went home and forgot something. That's just my perspective and I realize we all have different perspectives, but to jump on a salesman for selling is a bit overly crazy no? After all, he is supposed to sell stuff, the conversation, hints, tips, etc are all extras..

Kinda random, but where you paid per items you sold? That might explain all the upsaleing if you where.

I don't jump on salesman for trying to upsell me, but I'm a bit obstinate and just dig in my
heels, especially if the upsale is the latest Lizardmen/Templeguard whatever.

Ketara wrote:(snippity snippers)

*Me browsing the isles*
GW Manager:'Hi there. Are you new to the hobby?'
Me:'No, I'm a DE player. I do Praetorians as well though'
GW Manager:'We don't stock any of those old ranges any more. However, we do have these' *pulls Stompa off shelf and shoves it into face*
Me:'Nah, I'm not really into Orks. Thanks but no thanks' *turns away to continue browsing*
GW Manager:*calls from behind*Yeah, but have you seen how cool these things look when assembled?' *I turn around and he indicates constructed one*
Me:'Yeah, they're quite cool, but nothing beats a pith helmet'
GW Manager:'What about one of these?'*pulls Big mek with shokk attack gun off shelf*'Can you imagine an imperial guardsman trying to carry one?'
Me:'Doesn't beat a basilisk. Or better yet, a baneblade'.
GW Manager:'Have you got one of those yet?'
Me:'Yup. Got one for christmas' *turns away to continue browsing*
GW Manager:'Have you ever tried Warhammer?
(Snippity snippers)

I have to wonder about that staff member. I'd be curious as to what you are looking for? I'd then ask if I can help you find what you are looking for.

I'd even be curious as to what army you are currently working on. what conversions you are doing, if any etc.. As staff we are counciled to ask open ended questions (in other words questions that can't be answered no/yes) to find if there is anything I can do as a staff to help you find/get what you need.

I'd have to 'find out' more about you and your armies in order to better help you get a good experience in the store.

Too bad your staffer was only interested in the 'new' models and couldn't get his head out of the stompa skirt and focus on your needs..

Happygrunt wrote:

Kinda random, but where you paid per items you sold? That might explain all the upsaleing if you where.

No we weren't. Back then there were weekly goals and if those were met, you would get a bonus, but as a part time employee (I worked about 20-24 hours a week as I have a full time job too) I was not able to get any store bonus, but that didn't stop me from doing the best I could to make sure customers left feeling they were helped.

I've been out of the scene for almost 3 years, so, my experience is a bit outdated..

malfred wrote:I don't jump on salesman for trying to upsell me, but I'm a bit obstinate and just dig in my
heels, especially if the upsale is the latest Lizardmen/Templeguard whatever.

A good salesman will cater the upsale to the individual. Of course, we were told to ask/remind/upsale for paints, glue, brushes. I'd take a look at what you were working on, what you just picked up, what you picked up in the past and might mention something else, but that would really be dictated on how well I knew you and your army and your spending trends, etc.. A good salesman knows his customers and treats them like he'd like to be treated given the roles reversed.. A bad salesman just trys to push whatever is the new model kit.

two_heads_talking wrote:

A good salesman will cater the upsale to the individual. Of course, we were told to ask/remind/upsale for paints, glue, brushes. I'd take a look at what you were working on, what you just picked up, what you picked up in the past and might mention something else, but that would really be dictated on how well I knew you and your army and your spending trends, etc.. A good salesman knows his customers and treats them like he'd like to be treated given the roles reversed.. A bad salesman just trys to push whatever is the new model kit.

that's very well put. I totally agree.

Grandmaster wrote:I have to agree with Mad doc on this one.

Maybe the staff in the UK are less annoying

Part of it might be that in most FLGS in the U.S. (and remember that FLGS are dominant here compared to GW stores), the staff mostly leaves you alone...sometimes to a fault. So perhaps the reaction is just because said person isn't used to being approached by a salesperson asking a lot of questions when they're doing their geek shopping.

I agree there's nothing wrong with the practice, but that might help explain the reaction from some.

two_heads_talking wrote:A good salesman will cater the upsale to the individual. Of course, we were told to ask/remind/upsale for paints, glue, brushes. I'd take a look at what you were working on, what you just picked up, what you picked up in the past and might mention something else, but that would really be dictated on how well I knew you and your army and your spending trends, etc.. A good salesman knows his customers and treats them like he'd like to be treated given the roles reversed.. A bad salesman just trys to push whatever is the new model kit.

If we can agree on the premise that a definite percentage of gamers don't have the best social/interpersonal skills, and that GW employees come from the gamer pool, it stands to reason that a percentage lack the feel to be a good salesperson.

It's been many years since I've worked in retail, and I was/am too laidback to really excel at sales. But in my experience, you have to have a certain feel for people, and IMO some redshirts really don't have it. And that's how you get a redshirt that won't leave you alone despite all the verbal and nonverbal cues you're dishing out.

Most redshirts I've encountered have been fine. But I've encountered some that only know the "one size fits all" approach.