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I've never experienced the hard sell that many people are describing.

The only time I've found GW staff annoying is when you encouter the staff members that are clearly starved of adult company and are desperate to talk to a grown up.

gorgon wrote:

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.

I think it is more that MDG is making some broad generalizations based on his own experience without regard for differences due to customer demographics, customer habits, regional attitudes or regional policy. As a result, his immediate and vigorous defense of the GW staffer while well intentioned, may be rubbing some posters the wrong way.

BTW: My biggest pet peeve is that sometimes a GW staffer will try and convince a customer that a model with gakky rules is in fact a great unit, and that "everyone has just been using it wrong". While I agree that trying to sell product is part of their job, but this approach is in my mind counter productive as it: 1. It pisses off people that know better - be it throug experience or otherwise. 2. It will discourage and/or frustrate people gullible to purchase said unit - only to have it consistently underperform.

Disclaimer: I have worked in sales and I know how it works.

We ask guests questions to deter theft. It 1)Shows the thief that you know they were there, 2) You are watching them.

I have had guests ak annoying questions, one time I got fed up with the guest and almost got fired.

Guest: Do you have the wii?
Me:We're sold out.
Guest: It was in your circular(sales ad).
Me: Yes...
Guest looks at me for explanation.
Me:Well, do you want a cookie or something, we're sold out of wiis.

halonachos wrote:We ask guests questions to deter theft. It 1)Shows the thief that you know they were there, 2) You are watching them.

I have had guests ak annoying questions, one time I got fed up with the guest and almost got fired.

Guest: Do you have the wii?
Me:We're sold out.
Guest: It was in your circular(sales ad).
Me: Yes...
Guest looks at me for explanation.
Me:Well, do you want a cookie or something, we're sold out of wiis.

GW has a very solid list of items to do when a perspective customer enters a store.

Acknowledging them is the first thing (using their name if you know them is also required)This does 3 things, it lets them know you know they are there, it starts the next process which is the whole process of the sale, and it allows them an opportunity to ask you any questions they might have.
The rest of it is finding out what they need by asking questions, showing knowledge and building/rebuilding raport
The last few things to do, after ringing up the sale is to thank them for coming in, remind them of events they might find interesting, and invite them back.. (the last three words are key.. Invite them back..

I know GW has a firm 'do this in this order only' but I find that working each portion of the 'approach' into the conversation and naturally encounter each item as it comes up.

And yes, as someone else mentioned, there are those who just have no ability or people skills. Those staff are definately in the wrong job.

This whole back and forth completely ignores differing personality types. Some people love the attention from salespeople as they feel "taken care of". Others (and I count myself in this list) can't stand it. They just want to be left alone. If they have a question they'll ask it on their own.

So what seems helpful to some people is just an annoyance to others. Neither group of people is "right" or "wrong". Good salespeople can spot the difference from the very first "Can I help you?" and will treat the customers the way they prefer to be treated.

Personally, I tend to completely avoid stores with "helpful" salespeople unless they're the only choice to get something.

So you don't go to sit down restaurants then?

aakks wrote:This whole back and forth completely ignores differing personality types. Some people love the attention from salespeople as they feel "taken care of". Others (and I count myself in this list) can't stand it. They just want to be left alone. If they have a question they'll ask it on their own.

So what seems helpful to some people is just an annoyance to others. Neither group of people is "right" or "wrong". Good salespeople can spot the difference from the very first "Can I help you?" and will treat the customers the way they prefer to be treated.

Personally, I tend to completely avoid stores with "helpful" salespeople unless they're the only choice to get something.

Actually, I accomodate the curmugeon customer quite well. I can ignore him and leave him alone, as when we first meet, they make is quite clear they want no help at all.. When they ask for help, I can of course help them, but in most cases, I have to wonder what made them change their "leave me the hell alone" stance.. (said tongue in cheek of course..)

I've had plenty of customers that didn't like the 'help' and they soon warmed up to the fact that I wasn't trying to force boxes into their arms, but rather trying to help them get what they wanted.. I was usually quite accomodating, even to the hand in the face, let me do this alone customer.

Frazzled wrote:So you don't go to sit down restaurants then?

Sit down restaurants don't tell you what to eat.

Customer: "I'd like to have the lunch portion chicken ceaser salad".
Server: "The prime rib here is really good. I highly recommend you get that."
Customer: "No, it's ok, I'm not very hungry, just salad for me thanks."
Server: "How about a burger. Everyone raves about our burgers..."

-The above was meant totally as a joke and does not necessarily reflect on the attitudes nor behaviour of restaurant servers or GW sales staff.

Frazzled wrote:So you don't go to sit down restaurants then?

I do, but I tend to avoid the ones where the waiter is asking how things are every 20 seconds.

I've had plenty of customers that didn't like the 'help' and they soon warmed up to the fact that I wasn't trying to force boxes into their arms, but rather trying to help them get what they wanted.. I was usually quite accomodating, even to the hand in the face, let me do this alone customer.

Exactly as it should be. Its not like I'm a jerk or anything (although I DO like the curmudgeon label ) - I just want to give you a quick "no" when you ask if I need help and move on without any more interaction until I'm ready to pay (then make it quick!).

keezus wrote:

Frazzled wrote:So you don't go to sit down restaurants then?

Sit down restaurants don't tell you what to eat.

Customer: "I'd like to have the lunch portion chicken ceaser salad".
Server: "The prime rib here is really good. I highly recommend you get that."
Customer: "No, it's ok, I'm not very hungry, just salad for me thanks."
Server: "How about a burger. Everyone raves about our burgers..."

-The above was meant totally as a joke and does not necessarily reflect on the attitudes nor behaviour of restaurant servers or GW sales staff.

its worse when the jist dont listen..... you have said you want the salad and they say after "so thats a burger then"..... after relising you went to Burger King....

No Coke...Pepsi!

two_heads_talking wrote:
While working for Gw I was told by my manager to 'take care of that guy' (meaning the manager was too 'busy' to run a demo game.) I ended up with a huge sale and my manager said "Looks like you've been watching me run those demos, I've taught you well." (in my mind I was thinking, I've never seen this guy do a demo ever.. lol)

Did we work for the same guy??!?!??!

Haha watching this thread easily shows one thing.

Ppl that never experienced it themselves first hand will not believe what others say no matter how many people are complaining about it.

oh humanity....

H.B.M.C. wrote:
G... what? Was this post meant to be intentionally ironic?

I couldn't understand anyone in England therefore I wish more people spoke English.

o/~ Oh Why can't the English teach their children how to Speak. - H.Higgins

Only time I ever had an issue with any GW staffer was at Chiller Theater, when he and I were looking at some garage kits, and a short discussion evolved as to why I thought GW was over priced but the GK's wern't..

oh, and a lil bit of a diss by Tim Huckleberry about Armorcast's level of detail on their old stock baneblade, vs the then new Leman Russ, neverminding the Superdetailed one that had just come out..

whitedragon wrote:

two_heads_talking wrote:
While working for Gw I was told by my manager to 'take care of that guy' (meaning the manager was too 'busy' to run a demo game.) I ended up with a huge sale and my manager said "Looks like you've been watching me run those demos, I've taught you well." (in my mind I was thinking, I've never seen this guy do a demo ever.. lol)

Did we work for the same guy??!?!??!

I think every manager was the same guy.. None of them did much but stand at the back of the room barking orders.. lol

keezus wrote:

Frazzled wrote:So you don't go to sit down restaurants then?

Sit down restaurants don't tell you what to eat.

Customer: "I'd like to have the lunch portion chicken ceaser salad".
Server: "The prime rib here is really good. I highly recommend you get that."
Customer: "No, it's ok, I'm not very hungry, just salad for me thanks."
Server: "How about a burger. Everyone raves about our burgers..."

-The above was meant totally as a joke and does not necessarily reflect on the attitudes nor behaviour of restaurant servers or GW sales staff.

Actually, I've had waitstaff do this exact thing. They tell you that the item you ordered "isn't really their best" and recommend another dish, which is almost certainly more expensive. The sales technique is playing the role of the confidante, making you think they're really your buddy, looking out for you and ensuring you have a good experience. But the end goal is usually a larger bill and larger tip.

Of course, if you feel offended, the proper response to the waitperson is to ask them why it's still on the menu if it's so subpar, and whether the chef knows they're telling customers this.

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.

I can see your point, but, you have to remember that everything we say online is easily found by prospective, and current, employers. If I knew someone that worked for me criticised me or my company online...well. That's grounds for dismissal, quite frankly. That, and they may just think they're right because they ARE good at their jobs. There does seem to be a correlation between complaints and geography on this thread as well.

Elessar wrote:

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.

I can see your point, but, you have to remember that everything we say online is easily found by prospective, and current, employers. If I knew someone that worked for me criticised me or my company online...well. That's grounds for dismissal, quite frankly. That, and they may just think they're right because they ARE good at their jobs. There does seem to be a correlation between complaints and geography on this thread as well.

Good point, maybe websites should develop a system of pseudo-names people could call themselves to hide their true identity, we could call them usernames

gorgon wrote:

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.

QFT and hilarity.

evilsponge wrote:

Elessar wrote:

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.

I can see your point, but, you have to remember that everything we say online is easily found by prospective, and current, employers. If I knew someone that worked for me criticised me or my company online...well. That's grounds for dismissal, quite frankly. That, and they may just think they're right because they ARE good at their jobs. There does seem to be a correlation between complaints and geography on this thread as well.

Good point, maybe websites should develop a system of pseudo-names people could call themselves to hide their true identity, we could call them usernames

What an amazing point...kinda depends though, since our handles usually are recognisable to those who know us in real life, even if they can't be sure without checking that it's us...especially if someone posts "Well I work for GW, and I'm rubbish at customer service, I hate people, and wish children would die blah blah blah" you could bet your ass GW would track that person down. I'm fairly certain DakkaDakka would be forced to reveal your email address, and from that it's usually very easy to get a name, and that's all they need. And if you're the evilsponge of

"Lots of you might think that it's starcraft because it had everything needed to make a good RTS. Think about it. How many PC gamers haven't heard of it. I'm guessing 1, maybe 2? That is what everyone thinks, but I like Company of Heroes better for it's attention to detail like, hitting rear armour=more damage. Sure, SC is much older than COH and that it isn't fair, but COH is just as fun as SC. Maybe not as fast paced, but definetly just as fun as SC. Sorry for SC fans, I really am :( "

from Gametrailers.com then it really wouldn't be too hard to find you through Google. For example.

EDIT: And, to be clear, I don't work for GW.

Elessar wrote:

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.

I can see your point, but, you have to remember that everything we say online is easily found by prospective, and current, employers. If I knew someone that worked for me criticised me or my company online...well. That's grounds for dismissal, quite frankly. That, and they may just think they're right because they ARE good at their jobs. There does seem to be a correlation between complaints and geography on this thread as well.

So don't say anything. You don't have to defend your company every single time someone says something against them. You aren't going to get fired for not defending your company from naysayers.

Best watch out evilsponge, you got a stalker on your pretty ass.

mattyboy22 - yes, but they might argue they feel they should. If someone was slagging off a sports team I like, I'd defend them unequivocally, and there are certainly some people who feel that way about GW.

Elessar wrote:mattyboy22 - yes, but they might argue they feel they should. If someone was slagging off a sports team I like, I'd defend them unequivocally, and there are certainly some people who feel that way about GW.

Which is fine if you can provide a constructive argument, not just "You're wrong, GW never does anything wrong".

Of course. I just know from my own experience that sometimes you get tired of having to defend yourself, and can't be bothered giving proper arguments when you've already answered the same accusations to other people. Times like that it'd be grreat to know someone else was even a little on your side.

GW makes mistakes. Quite a few of those mistakes seem to work in US stores. I have no doubt that GW wishes every one of the staff were perfect, and some of them seem to be complete jerks, but some posts in this thread have denigrated into merely slagging off GW staff as a whole, and when people get stereotyped wrongly...well, as a gamer, obviously you know, very little is more infuriating.

whitedragon wrote:

two_heads_talking wrote:
While working for Gw I was told by my manager to 'take care of that guy' (meaning the manager was too 'busy' to run a demo game.) I ended up with a huge sale and my manager said "Looks like you've been watching me run those demos, I've taught you well." (in my mind I was thinking, I've never seen this guy do a demo ever.. lol)

Did we work for the same guy??!?!??!

Aw the Michael Scott school of management.

Take responsibility for everything good and shift blame of everything negative.

Ozymandias wrote:

whitedragon wrote:

two_heads_talking wrote:
While working for Gw I was told by my manager to 'take care of that guy' (meaning the manager was too 'busy' to run a demo game.) I ended up with a huge sale and my manager said "Looks like you've been watching me run those demos, I've taught you well." (in my mind I was thinking, I've never seen this guy do a demo ever.. lol)

Did we work for the same guy??!?!??!

Aw the Michael Scott school of management.

Take responsibility for everything good and shift blame of everything negative.

I prefer the BARRY SCOTT school.

Well I work for GW, and I'm rubbish at customer service, I hate people, and wish children would die blah blah blah....

TRACK ME DOWN NAOW!!!!

Elessar wrote:...if someone posts "Well I work for GW, and I'm rubbish at customer service, I hate people, and wish children would die blah blah blah" you could bet your ass GW would track that person down. I'm fairly certain DakkaDakka would be forced to reveal your email address, and from that it's usually very easy to get a name, and that's all they need.

What planet are you from? I could see it now Jervis sitting in a command console ordering some minions to "track that IP adress!!! Does it correlate to any employee address? Yes? Cross reference with employees on hours and who are at home, make sure to account for vacationers! We have you now!"

jabbakahut wrote: I could see it now Jervis sitting in a command console

I didn't know that Tony Stark was in charge of the GW Intelligence Service. XD