Re: Customer service - what customer service?

From: sinclairb@NOT_agresearch.cri.nz (Bruce Sinclair)

Date: Wed, 17 Mar 1999 00:00:00 +0000

In article <19990311203337.20881.00001003@ng09.aol.com>,
   madcentral@aol.com (MadCentral) wrote:
>>>   I can't address the above problem directly, but I do want to throw in
my
>couple
>copper pieces on Madhouse in general.<<
>
>Thank You Dan.  I appreciate that.  But all in all
>don't worry about what Greg the Peg says.
>Its all water off a ducks back to me.  I
>always have (and always will) done my very best
>to please my players.  Just because thats
>how I like to run a PBM firm... not because of
>any monetary reasons.  Our policys (including
>the 8-week letter if a game is slow to fill)
>are pretty standard in PBM and Im happy that
>they are satisfactory.  If Greg thinks he can
>do better, let him go for it.  Good for him.

OK - as an EX pbm player (of other companies :)) i have to jump in here :)
Sorry - but i'm with the first poster. I need to get something back - a
simple acknowledgement that you have my money (and a statement of your policy
on filling games would (probably) be enough).
Within 2 weeks is about right (even people with busy lives ought to be able
to do this :) ).
To me, game companies have NOTHING to sell EXCEPT service. If correspondence
(especially with money in) remains ignored (think about it - that's exactly
what it looks like - up to 2 months ignore :) ) then the service component is
nil.
If that is the case then you will lose that customer(remember, it doesn't
matter what you think ... only what customers think ... and tell other
potential customers :) )

You may be relaxed about that - ok fine. BUT ....
1) I suggest that you don't just dismiss complaints as being from picky
people who expect too much (perhaps you haven't explained what they will get
for their money ... and what they don't)
2) listen to what people say - they might be telling you something you need
(but maybe don't want) to hear :)

Bruce

(in a spirit of helpful feedbackness :) )

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References

Re: Customer service - what customer service?
"Daniel L. Kramer" <dkramer@bifrostworks.com>
Tue, 09 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
madcentral@aol.com (MadCentral)
Fri, 12 Mar 1999 00:00:00 +0000