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Grotsmeg

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Gw has vowed to improve customer service after staff cutbacks hit sales leading to a 4% drop in sales, pre Tax profits fall to 6.7 million as reported in today's metro.

Or could it be nothing to do with the staff and the more likely the lack of respect for it's customer base!

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 621

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 622

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 623

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 629

Last edited by Grotsmeg (2011-01-26 08:54:06)

jimmy

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plus the introduction of a lot more gaming companies producing quality rules/models - stealing customers away from them

kong

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Yet still a fantastic set of financial figures in this economy

Nature Boy

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Once again the suits at the top blame the blue shirts at the bottom for their mistakes...

Dasyatis

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I`m split on this. Its very easy to lump it on the store staff so I generally dislike blaming them. That said, I went in to a GW store last week with £100 in my pocket to finish off my Dark Eldar. I was followed around the store by a staff member who seemed insistant on locking me in some kind of conversation, despite the fact that I clearly wasn`t interested. Even when I "thanked" him for his help and said I`d just browse for a while before walking off to the other side of the store he followed me and kept using the lines he`s obviously been told to recite.

If GW want to push the sales side then fine. Send them on proper sales courses about reading body language and social engineering. Don`t just give them a hard-sell script that they have to adhere to. Sometimes the best sales technique is to leave the person to it.

In the end I walked across Manchester and added to my Cryx, with staff who were there *if needed*.

I realise this isn`t a constant everyday occurance, and the reason for it has probably come from on high. Still lost them a sale though.

Iron_Mantis

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I must say the current level of staff in Games workshops is poor. However I have been used to many years of quality service from certain staff memebers and only the odd one or to who are tyring the hard sell (mainly managers).
Their is now only one staff member I know who I would rate highly to others in the Macclesfield store but the rest just hound you.
One bad experience is similar to yours dasyatis, I walked in with some vouchers and told the staffer I had some but was unsure so would just browse. He then proceeded to follow me around the store and suggest I buy nearly everything down to paints I'd never use....sigh why did GW cock it up and force all the good staff to go.

Grotsmeg

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a 4% drop on what is effect luxury goods in a recession is really not bad going. I bet most other firms are looking at much worse figures, does go to show that the sales motivated changes are working on paper.

However I do think that with these changes the service level to the customer is not good.

anathema

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It may just be that the good staff got bored of getting paid fuck all after a while. All the cheap plastic crack in the world won't pay the bills. The wages GW pay are atrocious if what I've heard is true.

kong

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There are a couple of staff at my local GW (York) who are quite good but in general the Games Workshop staff are awful. Too pushy and they do not understand how to sell. They would be much better off just leaving people alone for as soon as they start with the scripted spiel it reminds me why I tend to use on-line retailers

Problems starts on the ground for me. Sure there have been a lot of unpopular changes management and staffing wise but that can also be the sign of a proactive company

mike

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anathema wrote:
It may just be that the good staff got bored of getting paid fuck all after a while. All the cheap plastic crack in the world won't pay the bills. The wages GW pay are atrocious if what I've heard is true.

i doubt it, i'm fairly sure me tommie and pete would all still be there living off the peanuts they paid us.

what made us leave was the change from letting us do things the way we wanted, with our own personal slant, treating each customer as an individual to having to stick to a hard script with EVERY customer, hitting 8 out of 10 points, and you will be checked an marked on that - if you fail on average over a month you'll be disciplined, fail three months you'll be gone.

GW have no one to blame for the staff turnover recently than themselves. And they believe that in a recession, as a small niche luxury business they should be unaffected. Yet they have cut back on staff, closed stores and increased prices.

Davespaceman

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I too dislike the script and harassment from the staff. I don't like being rude but you just have to walk away so you can get on with your day. I miss that personal touch of being left alone till I want help.

Profits will go up for them when the hobbit comes and maybe they'll change

Grotsmeg

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not unless they change their sales policy! unfortunately i believe their are two types of sales manager, the arrogant cock and the wiley fox. The first is the most prolific and tbh is usually isnt very good, the wiley fox will judge his customer before ramming his sales pitch down an unwanted throat.

GW staff used to be given a little bit of judgement in how to sell {"whats the point of doing hard sell on someone who is already a gamer and knows what he wants, but may just need a reminder on what he might have forgotten!)
or the whiley fox who by talking to a customer get to know what he wants and tailor his sales approach appropriately.

I think we most of us the hard sell will proabably put us off and result in a failed sale than their desired result.
This is something they need to address, if they are not well more fool them, if it was DFS or comet or similiar i wouldnt care, let them go down.

However i do care about my hobby be it GW or any other place, and i want to see it improved, without a change in thinking the hobbit sales will just be more of the same..

anathema

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i doubt it, i'm fairly sure me tommie and pete would all still be there living off the peanuts they paid us.

Fair enough, but I can't help but wonder how much their staff turnover in general is linked to the pay once people find their living costs going up for whatever reason.

Having a set script is madness. A 40 year old experienced game has different requirements to an eight year old newbie and won't respond well to scripts.

Curis

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"Sales fell by 4% although this was largely offset by gross margin improvements. Efficiency initiatives were implemented in both sales and manufacturing operations. Pre-tax profit was down £1.2 million to £6.7 million. The focus remains on investing in Hobby centre openings and improving retail volume. Cash generation remains strong."...

Sales were down largely as a result of shortfalls in Northern Europe and North American retail following staffing changes in Games Workshop Hobby centres to reduce overheads. Continental Europe made similar staff reductions in retail a year ago and that territory is in growth in the first half. The emphasis is now on customer service training to deliver like for like sales growth in all territories. A net 16 new Hobby centres under the low cost format were opened during the period....

As a niche business, Games Workshop, in general terms, neither benefits nor suffers from macro economic factors. The challenge is to ensure that all the Hobby centres deliver sustainable growth and consequently enhanced recruitment, training and reward programmes have been developed to ensure more consistency in future.

Ade

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GW Report Bulshit wrote:
As a niche business, Games Workshop, in general terms, neither benefits nor suffers from macro economic factors.

Bull shit.

Grotsmeg

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Head sand ostrich!

Dasyatis

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Games Workshop have been let down by staff doing exactly what they were told to do.

Don`t you just love corporate hypocricy.

skcuzzlebumm

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Ade wrote:
GW Report Bulshit wrote:
As a niche business, Games Workshop, in general terms, neither benefits nor suffers from macro economic factors.
Bull shit.

.

Ade doesn't that phrase sound familiar? I am sure they were trying to spoon feed us that line back when we worked for the company.

The Fallen Angel

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some dickhead who really doesn't know what they're talking about wrote:
As a niche business, Games Workshop, in general terms, neither benefits nor suffers from macro economic factors.

Sorry but the instant a company says something like that, the rest of the numbers mean nothing. I wish we had them as our client, i'd love to see how much bullshit they really believe. Why not add in with the new vat change our sales will increase and generate a more positive cashflow?

I'm amazed some accountants/business advisors have jobs. If i put that shit in any of the work i did, i'd get laughed out of the building.

anathema

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"By increasing our prices, our customers now perceive our models as premium high-quality products. We expect sales to increase accordingly"

"We cannot envisage discretionary spending on expensive luxury items being adversely affected by the rising cost of living and low salary increases across all employment sectors. We expect strong sales growth this year."

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Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 622

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Last edited by anathema (2011-01-26 21:02:05)

Grotsmeg

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Lol I knew this threa would get a welcome reception, gentlemen you have not let me down, the marketing pitch thrown at the marketplace just shows that some off these business people really do think everyone in the world I as dumb as they are...

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 621

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 622

Warning: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected the timezone 'UTC' for now, but please set date.timezone to select your timezone. in /data04/aroberts/public_html/components/com_agora/include/functions.php on line 623

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Last edited by Grotsmeg (2011-01-26 23:36:34)

Ade

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skcuzzlebumm wrote:
Ade wrote:
GW Report Bulshit wrote:
As a niche business, Games Workshop, in general terms, neither benefits nor suffers from macro economic factors.
Bull shit.
.

Ade doesn't that phrase sound familiar? I am sure they were trying to spoon feed us that line back when we worked for the company.

No not at all...

I didn't hear that on the same course where they spoke about how much money they made on a pound spent in the store, and then quietly admitted that it was on the first pound spent on a product and that the numbers did not total up from then on. Or that a Mines of Moria starter cost about £3.50 to produce.

Dazza

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Well all I can say is my purchasing habits have definitely changed: a lot less; over a longer period of time; from anywhere but the GW store

Stompzilla

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Online is so much easier! The postage is usually less than my bus fare and I don't have to walk the shopping centre surrounding by fuck-wits who don't seem to know how to walk and then take the staff roulette of is this guy going to: Give me the hard sell/awkward conversation/please leave me alone.

+ it's generally a bit cheaper = win!

skcuzzlebumm

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The only reason I go into the York store regularly is because I am mates with the staff and often go out drinking with them (so meet in the store before going on the lash). As for spending there, if I just want a single model, box set or a little paint then I will get it in store as online savings are pretty negligible and normally P&P cancels that out. But as Stomp says if it is anything over say £50 then my money is going to one of the many online retailers so I can buy more for the same price.

Flame On Forum

Gamers let down by staff

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GW Report Bulshit wrote:

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some dickhead who really doesn't know what they're talking about wrote:

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