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Greetings!

My apologies if this topic has been posted before. I looked for the search box, but I couldn't find it *facepalm*.

Anyway, I was just wondering if any of you have issues with anxiety in GW's stores. Here is a little story about what happened to me the other day. We have only had a GW store in our town for a few years, and it has been wildly successful with a solid community developing. I've been around for awhile and seen the store employing three managers (it is a small store with one person running it at a time). The first two managers were great. I really felt welcome there. They gave me space to look around as well as honest answers to my questions. Heck, one manager even had a full set of paints/tools for us to use as long as we were in the store. Considering that I have Post Traumatic Stress Disorder (PTSD) that can cause me to be very anxious in small rooms with many people, the environment that these managers created felt very welcoming to me.

Fast forward to today. The manager we have now is nice enough, but a few of us have had conversations about how overzealous he is about GW policies. I completely understand that he has a bottom line to keep and will lose his job if he doesn't meet his quota. Nevertheless, reprimanding me for talking to someone else about some minis I bought off Ebay when I spend plenty of money in that store is completely uncalled for. Stuff like that happens all the time, but I tend to just let it go. I guess when you have to pay the bills, you do what it takes to keep your job.

But then the other day something happened that really bothered me. I walked in after a five month break from the hobby. I just wanted to look at some washes and the new Tau and Eldar. Apparently the regular manager was on vacation and there was this new guy. He did the regular "Hi I'm X. Welcome to Games Workshop. What are you working on , etc". I told him what I was working on, and I felt that through the conversation I made it very clear that I knew what I was doing. I politely told him that I just wanted to look around. Even after saying this three times, he continued to stand right next to me, practically breathing down my neck. He made me very anxious. I knew what I wanted. What bothered me even more was that he thought me trying out an oil was a bad idea and that I should just use GW washes. He was a nice kid, but if I ever need something small (paint, one or two minis), I'm just going to the independent retailer a block from my house. They won't even talk to you unless you ask them something. I had to take an anxiety pill when I got home. I don't know. I don't like feeling weak, but when people follow me around when I'm just trying to look at models, it really sets off the anxiety.

This is my first post, and I don't mean to just come on here an complain about GW policies. We all know there are problems. But I have worked in various retail situations throughout college, and it just seems to me like their customer service policies are completely backwards. Thoughts?

I think there overbearing people like that in all retail. I don't go into our LGS on nights when I know a particular dude is there.

I can't say I've ever felt any anxiety about it though, but I can see where someone with PTSD could. We're fortunate that our GW manager is incredibly good with people and is able to take social queues like any normal person would.

Welcome to the forums!

I'm sorry that your first post was a complaint, but sometimes you run into a saleman with little to no experience.

As you said, the regular manager was on vacation. Go back and talk to him about how the other guy made you feel. Be very clear that it was unacceptable and that he needs to talk to him.

Post a bunch. Show your models!

Nobody like pushy sales people, and by the sounds of it you're predisposed to dislike them more than most!

It's fairly widely reported that GW put a lot of pressure on their employees to deliver their sales targets, some cope better with that pressure than others, those that cope least well tend to simply pay it forward to the customer.

The good news is that these guys are unlikely to be around for a long time, as GW employees seldom are, but for the time being vote with your wallet and shop elsewhere.

I do sympathise, I'm a retail sales professional of some years experience, and our previous store manager locally was such a clumsy, pushy, inept salesman I just couldn't tolerate shopping there, I bought online or popped a town over for immediate needs. The hope I can offer is we have a much more laid back guy now, I still don't stop there much because prices, but its nice not to have to make a 40 mile round trip for some paint!

One of my students has ptsd and the kind of anxiety (but much worse) you described so I am very sympathetic to your plight. You do sound like you are managing your anxiety though. Maybe call ahead and if the new guy is there, just reschedule your visit? Perhaps, go with a friend so you are not the only person in there?

Thanks for the welcome!

I'll definitely be posting some model shots soon. I'm finishing up an AoBR dred right now. I look forward to some constructive criticism from other members here. I truly can't believe some of the stuff I have seen in this site's galleries. Truly incredible.

And I was thinking about this further. I can see where that kid was coming from. He was probably new and had been thrown to the lions at a new store. I'm sure if he knew I deal with anxiety he would have given me some space. He was probably just excited to be there and help like many people are when they are in a new place. I'm not going to complain about that. I don't want this kid to lose his job.

Cheers

 Icarusthepilot wrote:
I truly can't believe some of the stuff I have seen in this site's galleries. Truly incredible.

I know. I'm amazing.

Welcome!

 kronk wrote:

 Icarusthepilot wrote:
I truly can't believe some of the stuff I have seen in this site's galleries. Truly incredible.

I know. I'm amazing.

Welcome!

Especially when all those tens came from me!

I work as a retail manager and unfortunately, overworking the sale has to be a norm for many people, especially for the pressure to succeed. Your forced to sell because quite literally it is that or unemployment. Especially if pressured, a person cracking under the stress will be really overbearing and its a detriment to both him and his customers.

In this climate of uncertainty with the job market and dozens of people looking for the same position, that one person may have to overdrive the metrics (what makes his store successful based on company guidelines) because as outlined above, it's that or the highway.

Well you largely answered your own question. The largest one being that they are forced to make sales and with an arguably shrinking base. I have a feeling though it is compounded with the US production plant closing and their shrinking supply lines it seems.

Honestly I believe this is an engineered issue by games workshop to create a forced buy-out of the company. Which if this is what it is then that leaves few companies with the capability to buy the company out. Mantic I feel is out of league in terms of buying such an IP and that really only leaves Privateer Press and Wizards of the Coast.

Ive never had a problem in a GW store where someone really tried to sell me on anything, but having an over bearing salesman is something that you find in quite a lot of places, and the smaller the store means more pressure on the few salesman that are there. It seems as though he was new and didnt really know about personal space, but to be fair in retail a lot of people dont really mind if your in their bubble if your helping them/trying to help them so he probably didnt realize what he was doing.

I personally am told to be on top of people because of a few run ins that have happened with people who grab things and run, but its an overnight shift and not a gaming store.

I've found their staff overbearing in the past. Everyone has a different area of personal space, and salespeople don't always respect this. I've also found that GW staff do it more frequently than others, to the point where I avoid their stores because I like to browse in peace and sometimes they won't leave you alone after the first polite refusal of assistance.

It's probably because GW put so much pressure on their staff to make sales and meet quotas, but if that results in their staff coming across as overbearing and invasive then it's an issue they create.

I don't have PTSD, but I have an anxiety disorder so I know how you feel. The first time I ever went to a GW I was shaking so badly I could barely hang on to the dice. I've gotten a bit better at managing things since then, thankfully.The manager at my local GW is a really nice guy, but he can get a bit loud and in your face when the shop is busy. I usually try to go late in the day, or on weekdays, when things are a bit quieter.

I agree with whats said here entirely.
I've only been in the one GW shop in my town, but you take one step, literally one step and its 'hihowareyouwhatdoyoucollecttrythis'
and god forbid you tell them your a beginner, you'll never hear the end of the boxset deals.
but I guess they are under obscene pressure, with things the way they are.
Its a shame really, if they were easier to be around, i'd go in a lot more, I love the atmosphere in my local, theres always guys playing and painting.
ebay bro, ebay.

I don't use GW stores anymore as I don't even buy their paints, but when I did their question was always "what are you going to paint with those?", to which the answer was "Kings of War", "Dropzone Commander", "Uncharted Seas" or similar. They don't seem interested in continuing the conversation after that.

Or, ask them where their Epic section, then look disappointed when they haven't got one and tell them you don't play 28mm scale.

First up, welcome!

Regards the issue, you should have firmly said "I dislike people hanging around me, please feth off and let me browse in peace" I find GW staff are often like that, I just tell them straight "I'm just browsing mate, will you please leave me alone?" Failing that, try hooking your IPOD or Smartphone headphones up and wearing them, sometimes I stick mine in when Im alone and wandering around stores, and I've noticed that whether I am taking the piss by reading WD in Smith's page to page for an hour, or browsing in GW, people usually don't try to speak to you when they can see you have your music playing in your ears.

Just a polite way of doing it if you are so inclined.

Personally, I'd have just said "back off man, I get PTSD attacks in crowds!" then followed it up with a pretend flashback seconds later.. thrusting a bottle of PVA glue into his midriff whilst screeching "LOOK OUT FOR CHARLIES....IN THE TREES!"

Firstly, welcome to the Forum!
I also agree with this thread in it's entirety, I'm not a fan of shopping at the best of time and like to be left alone so I can think everything through before i purchase stuff. GW staff are overbearing, always pressuring you to buy more stuff when you say what you want or need. Along with their sales targets i think sometimes due to them dealing with a lot of younger individuals they forget to flip back to how to deal with older customers. One of the reasons I now use ebay, wayland and GW direct.

WD doesn't take an hour to read, no wonder they think you're up to no good.

 Howard A Treesong wrote:
WD doesn't take an hour to read, no wonder they think you're up to no good.

Hah, true enough.. Maybe 45 minutes if you bother with Jervis column (I would rather read the back of a tube of suncreen)

Back when they really put on the "oh you're buying a Command Squad, better add a Baneblade" attitude, I was really put off by the staff, mostly by personal shyness and anxiety issues. Recently though, since they've toned down this approach, the whole experience is a lot easier to handle, although I'd imagine it'll still be hard for PTSD sufferers in particular such as in the OP.

Unfortunately this happens, with staff not taking the hint when you politely explain that you know what you're looking for. GW staff are certainly more pushy than others and I can only assume they have some very strict targets to meet.

Once I was in there looking to buy a gift for a friend, I think it was last December. Someone came up and asked what I was looking for.

"Oh, you know, just trying to find a present for a mate."

"What armies does he play?"

"Orks and Space Wolves. I'm probably looking for something about £15, that's about my limit..."

I talked a bit more about what he had, made it clear I understood the game, what different units did and that I was just taking little time to look around before I decided. When the conversation seemed to have reached a natural stopping point, I shifted my attention back to the shelves, thinking that was it.

He hovered for a bit, then took down a box of Wolf Guard Terminators and put them in my hands. Price tag: £28.

I then found myself in the awkward position of having to explain that they were a little over my limit and politely put it back on the shelf. I ended up buying Nobz (£15.50, get 'em before they get the Dire Avenger treatment!). So if the staffer had left me to my own devices I would still have made the purchase, and not ended up being put on the spot. If it isn't in your nature to quickly brush them off they can prove very sticky.

Another reason why I don't like overbearing sales people: when shopping I have a debate inside my head of the pros and cons of getting this and getting that, and you're ruining my internal dialogue if you constantly bombard me with "oh look at these shiny things!" It doesn't make me want to buy more, it makes me want to buy less.

Same here. I don't have PTSD, though I still dread GW stores because of their owners.

I went into GW Bluewater today looking to see if they had any Dire Avengers before they go up in price. Saw there was a big hole where the Dire Avengers should be and so asked the guy if he had any.

He clearly hadn't been told by the bigwigs what to do if anyone asks you about them, so he said:

"Oh...They all sold out instantly yesterday - would you like to look at the new Tau Riptide? It has some awesome drones that follow it around! Look at the cool gun it has."

Silly nitwits.

Hovering is a disease that many salespeople have developed in the past couple of years. Wven when not commissioned, sone people who couldn't find better jobs still think they need ro make up tons of sales by lurking. Simply explain to the guy that you would like your space and, if he's listening, he should do so.

I appreciate the thoughtful replies. Besides my own struggles with anxiety, I think I was rubbed the wrong way more because I have worked a bunch of retail jobs throughout high school/college. I even sold countertops for awhile at a big box store. To be honest, I am willing to put my job on the line to make sure that a customer is getting what THEY want after an informed decision has been made. Countertops, or models, or electronics, or whatever are all quite expensive, and people deserve to know what they are buying and to have a stress free environment when they are making their decisions, anxiety disorder or not.

I dread the day I have to buy my next car haha!


Automatically Appended Next Post:

 mattyrm wrote:
First up, welcome!

Regards the issue, you should have firmly said "I dislike people hanging around me, please feth off and let me browse in peace" I find GW staff are often like that, I just tell them straight "I'm just browsing mate, will you please leave me alone?" Failing that, try hooking your IPOD or Smartphone headphones up and wearing them, sometimes I stick mine in when Im alone and wandering around stores, and I've noticed that whether I am taking the piss by reading WD in Smith's page to page for an hour, or browsing in GW, people usually don't try to speak to you when they can see you have your music playing in your ears.

Just a polite way of doing it if you are so inclined.

Personally, I'd have just said "back off man, I get PTSD attacks in crowds!" then followed it up with a pretend flashback seconds later.. thrusting a bottle of PVA glue into his midriff whilst screeching "LOOK OUT FOR CHARLIES....IN THE TREES!"

I read this right before an exam and almost had to leave for laughing so hard. I know it is different for everyone, but this definitely hasn't happened to me haha.

 Icarusthepilot wrote:
Greetings!

My apologies if this topic has been posted before. I looked for the search box, but I couldn't find it *facepalm*.

Anyway, I was just wondering if any of you have issues with anxiety in GW's stores. Here is a little story about what happened to me the other day. We have only had a GW store in our town for a few years, and it has been wildly successful with a solid community developing. I've been around for awhile and seen the store employing three managers (it is a small store with one person running it at a time). The first two managers were great. I really felt welcome there. They gave me space to look around as well as honest answers to my questions. Heck, one manager even had a full set of paints/tools for us to use as long as we were in the store. Considering that I have Post Traumatic Stress Disorder (PTSD) that can cause me to be very anxious in small rooms with many people, the environment that these managers created felt very welcoming to me.

Fast forward to today. The manager we have now is nice enough, but a few of us have had conversations about how overzealous he is about GW policies. I completely understand that he has a bottom line to keep and will lose his job if he doesn't meet his quota. Nevertheless, reprimanding me for talking to someone else about some minis I bought off Ebay when I spend plenty of money in that store is completely uncalled for. Stuff like that happens all the time, but I tend to just let it go. I guess when you have to pay the bills, you do what it takes to keep your job.

But then the other day something happened that really bothered me. I walked in after a five month break from the hobby. I just wanted to look at some washes and the new Tau and Eldar. Apparently the regular manager was on vacation and there was this new guy. He did the regular "Hi I'm X. Welcome to Games Workshop. What are you working on , etc". I told him what I was working on, and I felt that through the conversation I made it very clear that I knew what I was doing. I politely told him that I just wanted to look around. Even after saying this three times, he continued to stand right next to me, practically breathing down my neck. He made me very anxious. I knew what I wanted. What bothered me even more was that he thought me trying out an oil was a bad idea and that I should just use GW washes. He was a nice kid, but if I ever need something small (paint, one or two minis), I'm just going to the independent retailer a block from my house. They won't even talk to you unless you ask them something. I had to take an anxiety pill when I got home. I don't know. I don't like feeling weak, but when people follow me around when I'm just trying to look at models, it really sets off the anxiety.

This is my first post, and I don't mean to just come on here an complain about GW policies. We all know there are problems. But I have worked in various retail situations throughout college, and it just seems to me like their customer service policies are completely backwards. Thoughts?

Can you point on the doll where he touched you?

I typically avoid GW stores because I also hate talking to people when I already know what I want

I have been to a few GW stores; the non-BB in Chicago had a great, happy British guy. I told him I was just visiting and getting into the hobby. I asked if there was a way to buy the "big" scatter die without buying an AOBR set as I played Space Wolves. He said no and then chucked me one for free from behind the counter. Made me much happier to play the game!

I frequent one of their stores in the Front Range area and can say the manager is probably one of the most energetic, polite, and fun games store working I have met in ages (after traveling around the country for work and stopping off in many places). Jovial, has a back knowledge of the games since the 80s, and will always give hints and ideas. He never pressures sales, but is tentative to here people talk about paints or kits and throws in a "well, this color/kit might get your model where you want it be."

The store can get packed quite often and he knows a few of us as solid regulars. He usually asks us (not demand) to help out a new painter or walk players through a game while he handles the register. Most of us enjoy seeing the hobby grow, so we help out. I have personally walked many a new player (8 to 18 ages!) through sample fights (Mah Wolves provide the top cover!). Seen many of them turn into converts because of this group community that manager has fostered.

He cannot give us discounts, but snacks have been known to turn up on the hobby bar and a bottle of water for busy talker giving painting tips or rolling dice.

That's a store "doing it right." He should be getting a raise and/or getting more people in with him to show them the ropes. I did sales for 5 years in college in vidja games. It's easy to sell a product you know, are enthusiastic about outside the uniform, and sell it to folks who also love it.

 Icarusthepilot wrote:
Greetings!
Nevertheless, reprimanding me for talking to someone else about some minis I bought off Ebay when I spend plenty of money in that store is completely uncalled for. Stuff like that happens all the time, but I tend to just let it go. I guess when you have to pay the bills, you do what it takes to keep your job.

*SNIP*

He was a nice kid, but if I ever need something small (paint, one or two minis), I'm just going to the independent retailer a block from my house.

Context is everything. If in discussing those ebay minis in the store you were telling the other patron the name of the seller and how great the discount was, you were referring sales to them while enjoying the benefits of the store you were in. That's poor form indeed on your part. If you just happened to mention in passing getting them on ebay and that was the extent of it, that's a different story and the blame is on the store manager for being overly sensitive.

That said, from what I've read here on dakka, you'll actually "get back" at the store more by buying the paint there and nothing else in your small purchases rather than by taking your small purchases elsewhere. Apparently, employees there get graded on how often them upsell customers which is why they can be so annoying at the register (do you need a new white dwarf? How about a new set of brushes?). If you keep buying nothing but the minimum from the guy who made you uncomfortable, that will likely have a bigger effect since GW corporate can't track purchases you *don't make*, only the ones you do.

 Tappers wrote:
Same here. I don't have PTSD, though I still dread GW stores because of their owners.

Yeah, I don't have PTSD after five combat tours, and frankly I'd rather get parachuted back into Helmand province armed with only a fething Nerf gun and my underpants than go into my local GW.

 mattyrm wrote:

 Tappers wrote:
Same here. I don't have PTSD, though I still dread GW stores because of their owners.

Yeah, I don't have PTSD after five combat tours, and frankly I'd rather get parachuted back into Helmand province armed with only a fething Nerf gun and my underpants than go into my local GW.

Seconded! Motion carried.

I'm off to Argos to pick you up a Nerf Gun, if someone else can sort a helicopter?

You can supply your own pants.

"Context is everything. If in discussing those ebay minis in the store you were telling the other patron the name of the seller and how great the discount was, you were referring sales to them while enjoying the benefits of the store you were in. That's poor form indeed on your part. If you just happened to mention in passing getting them on ebay and that was the extent of it, that's a different story and the blame is on the store manager for being overly sensitive.

That said, from what I've read here on dakka, you'll actually "get back" at the store more by buying the paint there and nothing else in your small purchases rather than by taking your small purchases elsewhere. Apparently, employees there get graded on how often them upsell customers which is why they can be so annoying at the register (do you need a new white dwarf? How about a new set of brushes?). If you keep buying nothing but the minimum from the guy who made you uncomfortable, that will likely have a bigger effect since GW corporate can't track purchases you *don't make*, only the ones you do." -Warboss (sorry. screwed up the quote button. Still figuring out the site)

I see where you are coming from. I suppose I did not explain properly. Someone asked me where I bought a squad that I put on the table (they could tell the paintjob was different from my other minis). I just told them that I got them off Ebay. Soliciting in one of GW's stores like what you are describing is definitely bad form. I'm pretty sure it is also illegal.