Quote:
Originally Posted by dungeonguru
That's a mixed and bad example. You should be thinking more about Yelp! or maybe the BBB (better busines bureau) or bad amazon reviews. The only negative reviews that should be deleted are the ones that are obviously faked or sourced from a competitor. Otherwise, the product owner should reply and ask what the problem is and ask for the customer to improve their score or review.
That's called simple public relations and customer service.
Ignoring the customer and deleting negative feedback is just a horrible and unethical way to do business. BJ, Rone and others try to provide feedback when these threads get heated enough, so I'm not accusing LW of being unethical, just giving an example of what I consider to be unethical. BJ took down the "CM Coming in 2016" snipped on the product page based on feedback at one point, which points that we can have a civil dialogue and help both the customer be happy and help LW do better.
My personal opinion is that they could do better with providing updates. I didn't see many updates about anything that happened at GenCon other than some booth info on facebook, I would have liked to see any stories even if it was only to say that one of the LW folks in attendance had a great time at a PF2 playtest or finding a new pub in downtown Indy.
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That's a solid and appreciated criticism and suggestion, dungeonguru.
Addressing that last part, please allow me to share some personal memories of our trip to Gen Con:
This was my first Gen Con as LWD staff and I can tell you that I had no idea how much work would be involved. Morning to evening, often late evening. I was working the booth, attending important meetings and shooting panels with the really nice camera LWD bought for me to use. On some days, I couldn't find time to eat anything but a single protein bar in the morning because of all the bases I was covering. But offering you all more regular updates even about small things would have been a great thing to do. After maintaining that kind of hard driving schedule for days, I realize that for me to give you folks more regular updates, it actually has to be something I preplan and record in my schedule. Otherwise, the "less busy time" I wait for is likely to never materialize.
The booth was mostly smooth running and the camaraderie among staff inspiring. Customers new and existing who visited us were quite positive.
Someone came by to tell us that a few years ago when she lost her other and wanted to keep his HL account running in his honor and so we switched it over to her name. It meant so much to her and continues to. Don't make us tear up at the booth, lady! :`)
The team did get to dine together and I learned so much about all of them, including what shows or games they most like. That was cool.
Booth set-up on Wednesday... I was the only person to get cut and bled a bit. I was a prevailing wage contractor who built schools, firehouses, police stations, hospitals and the like... so a little blood flowing in the morning is how you know your day has started. But LWD ran for the first aid in seconds. I'm surprised they didn't medivac chopper me out of the exhibition hall.
DON'T YOU QUIT ON ME, RONE! DON'T YOU QUIT!
Many lessons learned. Next time. I'll make sure you have better updates. Force myself to eat when they give me food breaks throughout the day (I did not avail myself of them). And bring a pair of running shoes, not just these comfy Skechers which are good for standing. Because there were a few times when I was running quarter miles across indy with big heavy equipment brimming boxes on my shoulder. Running across concrete in Skechers for extended periods of time is like wearing cinderblocks tied to your soles with rope.
One con downtime highlight? Trouncing and taunting some of the biggest names (I won't name 'em) in the industry at card games 'tween 1-2 am... games I'd never played before that put heavy win-reliance on being able to call a bluff. I think I missed my calling.