More than a few businesses, small or large, could learn a thing or two from Paizo on how to handle its customer relations.
In the past two days I've seen a well-orchestrated, concerted effort to react to customer concerns. Publisher statements, staff being made available on several messageboards to make comments, personal blog site posts, an appearance on a pod cast .... what a remarkable effort to get Paizo's side of things out and at the same time alleviate customer concerns, as well as seize the moment to launch a new product. At the same time, be as straightforward as possible with customers, providing them several options, from refunds to ways to allocate their subscription dollars.
I can only contrast that with the Wizards side of things, which is bouncing back customer service emails and not answering the customer service phone line, and from what I've seen, pretty much ignoring messageboard traffic. Plus, Wizards has no information on what it actually wants to do with Dragon and Dungeon titles.
Paizo staff correctly judged that a simple press release wasn't going to cover this transition. Best practice kudos for being receptive and responsive to your customers. It means a lot.
Paizo is definitely one of the most consistently professional and quality companies in the industry. Well done indeed!
-The Gneech
well written Troy!
Amen, brother! Preach it!
Wizard's 'custserv@wizards.com' address isn't hooked up to anything...That's why they get bounced. However, they have a 'Email us' web form on their customer service website (Just click the 'help' link on the main wizards homepage). I suggest that everyone use that if you email to their supposed customer service address got bounced. I know I got a response.
Way too true! You have hit the nail on the head. Paizo has EARNED my support. I will continue to support them because of that.
I'm 100% behind Paizo, in large part due to their excellent customer service from all levels of the company.
Wizard's 'custserv@wizards.com' address isn't hooked up to anything...
Now that's just stupid.
However, they have a 'Email us' web form on their customer service website (Just click the 'help' link on the main wizards homepage).
Yeah, but it ONLY works if you log in. I have to go to that much trouble to seek customer service? Sheesh.
I was just miffed before at Wizards. Now I'm p.o.'d
The form seems to be broken now anyway. The backlash from this move may have overwhelmed it.
-The Gneech
I've been managing customer service operations for several years now and I keep looking at Paizo for best practices. It's a shame Paizo isn't a bigger name where I live, because they really drive home some very important points, such as listening to your customers and going the extra mile.
Thanks for your kind words, Troy!
I can only contrast that with the Wizards side of things, which is bouncing back customer service emails and not answering the customer service phone line, and from what I've seen, pretty much ignoring messageboard traffic. Plus, Wizards has no information on what it actually wants to do with Dragon and Dungeon titles.
Hey, I wondered if the bounce back was just me. I thought maybe I typod the address or it was wrong in the press release.
Wizard's 'custserv@wizards.com' address isn't hooked up to anything...Now that's just stupid.
I agree completely. That, however, does not make it less true.
More than a few businesses, small or large, could learn a thing or two from Paizo on how to handle its customer relations.
Couldn't agree more. Paizo gets an "A" from me. And in this case, "A" stands for "more business."
Wizards gets an incomplete.
Paizo has sent me emails personally apologizing for bugs that affected me. That, in addition to their response to the current affair, is just amazing. Most companies don't do this sort of stuff--and definitally not WotC. I am fully behind Paizo in anything they do.
Think fine wine, my friend. Fine wine.
Every time I read a response from WotC or one of its staff to the cancellation it just oozes arrogance, elitism and a complete lack of understanding. Paizo gets an A for marketing, and WotC fails the course. It really astounds me how badly Wizards is flubbing this and leaves me with no confidence in any digital endeavour they may attempt in the future. Paizo, on the other hand, is handling this magnificently and giving some very generous options and support to its loyal fans. I guess that's the difference between a small publisher and a lumbering behemoth like Wizards.
That's the one they gave us to give out.... and it was "hooked up" to something when I set it up 14 years ago....
Damn, I'm old.
Techs don't get old...we just get backed up to the server.
Y'know, I've ranted, and I've raved. I'm upset with Wizards, perhaps even enough to quit purchasing any future products from them. Simply put, they don't seem to care about their fan base. I believe they will find out first hand at GenCon or other summer conventions what was done wrong, and their $$ will be smaller than they thought I'm sure, mainly because many will talk with their wallets...
As to Paizo... You did well. The announcement was going to have backlash, and you ALL knew it. You were HERE, answering questions, even trying to stave some of our rants. You answered questions, and even had some previews of THE REAL replacement ready to go. I'm trying now to figure out how I'll afford Pathfinder as it looks like it's going to be a great product (the goblins alone rock).
You built a wonderful community of basically self-moderating folk here, and despite our anger at WotC you held strong. You held your fans with the respect we feel that we have not been given by WotC. You treat us well, and we like you. That is good marketing and customer service. That builds wonderful word of mouth advertising for you.
/d
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I'd also like to add my positive reaction to Paizo's customer response in general. Whether it was resending a magazine that never made it to my house or responding to customer concerns (even when they were WAY too whiney) they've been wonderful.
With this change I think they've done a great job. When compared to the job being done at Wizards of the Coast, well, there is no way to compare the Celestial Mount to the lowest layers of the Abyss.
I'm not 100% sure that I'll like Pathfinder. I appreciate that you've given us a good incentive to try the product, but still made a full refund available. Even if things get reversed and Paizo continues with Dragon and Dungeon (my fondest wish of the moment) I'll certainly try it.
Paizo has done a fantastic job so far. They have gained a "Helpful" result from me using "Customer Service" Diplomacy both prior to and during this transition from Dragon and Dungeon Magazines. Keep it up!
I also want to add my praise to the wonderful customer service and PR of Paizo. You guys do PR right, not just as "spin" but actually as Public Relations.
The way you have responded to this was actually a big part of my decision to take up a Pathfinder subscription. I am a firm believer in voting with my wallet, and yo uguys ahve gone out of your way to be helpful and honest, and so I want to reward that.
Conversly, I think i am comitted to never buying another Wizards product ever again. Converting the Pathfinder world to Iron Heros, should have me set for gaming for years to come.
Thanks Guys, keep up the GREAT work.
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I have to agree. I am sitting in Iraq right now, and D&D is one of the few ways my gaming group and I have to escape this place. We have gone so far as to scavenge any building materials we could find to construct a "gaming patio" so more of us can gather in relative comfort and play. I have had nothing but SUPERB customer service from Paizo, who have gone out of their way to help me with my shipping issues and questions. It isnt easy getting stuff shipped out here. Wizards, however, has given me nothing but hassles, over and over and OVER again.
What it simply comes down to is this: I'm going to let my dollars do my talking for me.
I am sitting in Iraq right now, and D&D is one of the few ways my gaming group and I have to escape this place.
Hey- I have a good buddy over in Afghanistan and he would no doubt love to be gaming off-duty. As for us, we'd like to offer you & your group free custom character portraits of your guys to help keep the free time fun. Please contact us for details.
Thank you.
Steve G.
Project Manager, AvatarArt
yes, the customer service and the relations on these forums and keeping these forums running is quite exceptional; sadly, the shipping and those responsible for customers recieving there magazines could use some remedial training; but customer relations has done very well to fill the gaps and alliviate our frustration; thank much.
Chief Technical Officer
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sadly, the shipping and those responsible for customers recieving there magazines could use some remedial training; but customer relations has done very well to fill the gaps and alliviate our frustration; thank much.
The problems you mention unfortunately come with the territory of the USPS's Periodicals class. Fortunately, we don't plan on using Periodicals class beyond the final issues of Dragon and Dungeon.
Bravo to all at Paizo, indeed.
Just subscribed to Pathfinder.
I hope one tradition will stay: the October Horror issue :)
Joël
Bravo to all at Paizo, indeed.Just subscribed to Pathfinder.
I hope one tradition will stay: the October Horror issue :)
Joël
If my calculations are correct (they rarely are just to warn) October = Skinsaw Murders...it that's so then the tradition stands. I've seen enough spoilers from Pett to be utterly terrified of Skinsaw. Just look at the cover art. I can't think of a rendering that says "Halloween!!!" more.
I don't have a subscription YET, but I do support Paizo 110.9% I plan to pick up as much stuff from the site (and my FLGS to spread the gospel) as possible.
...As for us, we'd like to offer you & your group free custom character portraits of your guys to help keep the free time fun. Please contact us for details.
Thank you.
Steve G.
That is AWESOME! Free stuff for the people stuck in 'the sandbox'. Good job Steve.
Thanks man. daysoftheking (aka Jason D.) did contact me and explained how his support unit is either "ridiculously busy or incredibly dead."
He went on to say, "When we find time to play, we are dedicated and often stay up way too late, but its worth it to get away from here once in a while." To which I can only imagine.
Anywho, one of Jason's other hats is Games Operations Director meaning that he runs three games, "on alternating nights, every other week (mission allowing, of course)." Whats really cool to me is that it all begans with just one group, but then other soldiers showed up, became interested, and wanted to play. Apparently the group now has 15 characters run by 12 players.
We'll be doing the various portraits over the next few months and would appreciate a place to post our progress- our own web site is having issues with the Galleries. If there's room somewhere on the Paizo site, that'd be great. Maybe get some more people involved and possibly send a 'Gaming Care Package' ala Arnold bringing weights to the troops in the last Gulf War.
Thanks.
Steve G.
Project Manager, AvatarArt