February 2004 FtF.

mepbmlist
#1

In a message dated 10/22/03 7:04:31 PM Eastern Daylight Time,
me@MiddleEarthGames.com writes:

Note it's my policy to only reply to players who sign their emails. :slight_smile: So
if anyone wants a reply please put your name and I'll be more than happy to.

Clint

       My name is Charles. The nature of e-mail is informal discussion. That
is rather akin to people stating their name after each time they say
something. Besides, how would you know if they're telling the truth? From a policy
perspective, though, it leaves a lot to be desired. If someone writes to your
company, and doesn't sign their name, then per that policy, they wouldn't get a
reply.
       If it is that difficult to bring yourself to respond to a simple
e-mail, then don't. I was merely offering a suggestion.

[Non-text portions of this message have been removed]

#2

Hi Charles,

I noticed you posted as far back as July. You've also stated that you are
not yet even a customer of this company, but have been lurking on the egroup
undecided if you were going to get back into it (previous player, yes?).
Well, if you've been following since July at least, you've read this policy
a few times. When there's five guys over a card table, maybe you don't wear
name tags...

This is a public forum supported by the company. They listen, they
contribute, they ask questions, they answer queries. Simple coutesy is all
they ask. I've got a list of various customer service "gold-stars" MEGames
has earned, if you care. One of Clint's customer service sins may involve
caring enough about the game and it's players such that he often leaves the
"corporate P-C" script behind and comes out with personable off the cuff
responses to much of what's written here. An example of eagerness was his
reply to an "anonymous" query, waylaying his own oft-stated policy in order
to participate in a discussion. It may have been a PR faux-pas to come out
and lay down the rules after he had broken them himself...but he's a human
who obviously has a keen interest in the game and it's players, so forgive
him the slap to the forehead quick-send and appreciate the impetus behind
the rule.

And no, I'm neither a neighbour nor friend of Clint or anyone else at the
company, and have had my share of personality clashes with some of them, so
I'm not sucking up for free turns, pizza, or a ride to the station in the
morning. Appreciate the nature of their involvement with their customers as
something greater than most any other commercial enterprise could envision.
If "customer service" is what's holding you back from even being a customer
at all for these months, than please enlighten us with tales of bigger,
bolder, brighter, and better gaming groups.

Regards,

Brad Brunet

···

----- Original Message -----
From: <hoarofhell@wmconnect.com>
To: <mepbmlist@yahoogroups.com>
Sent: Thursday, October 23, 2003 12:00 AM
Subject: Re: [mepbmlist] February 2004 FtF.

In a message dated 10/22/03 7:04:31 PM Eastern Daylight Time,
me@MiddleEarthGames.com writes:

> Note it's my policy to only reply to players who sign their emails. :slight_smile:

So

> if anyone wants a reply please put your name and I'll be more than happy

to.

>
> Clint

       My name is Charles. The nature of e-mail is informal discussion.

That

is rather akin to people stating their name after each time they say
something. Besides, how would you know if they're telling the truth? From

a policy

perspective, though, it leaves a lot to be desired. If someone writes to

your

company, and doesn't sign their name, then per that policy, they wouldn't

get a

reply.
       If it is that difficult to bring yourself to respond to a simple
e-mail, then don't. I was merely offering a suggestion.

[Non-text portions of this message have been removed]

Middle Earth PBM - hit reply to send to everyone
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#3

I don't respond on this list to posts which are not signed.

Generally I have chosen this policy so that:

1) I can prioritise spending my time on paying customers. There are people on the list who enjoy talking and being a part of the list, but don't actually play Middle-earth PBM, or pay another license to play. Such people are welcome on the list, but shouldn't expect the same kind of service as I give players. I've only got so much time in the day and I want to spend my time as best I can.

2) I find that if someone doesn't sign their name that they have a tendency to use more aggressive language. Email is a bad enough medium for transmitting ideas and add to that the difference between cultures (we have players from all over the world) and you have recipe for misunderstandings and potential disasters.

3) I can respond to the player's query with speed and more appropriately. For example if I get an email from Ulrik Bisgaard saying that he hasn't got his turn I can dutifully ignore it... :slight_smile: (Only joking Ulrik, I'll do it "tomorrow"...).

I sometimes get email exchanges like this:

Player: "Clint, My turn hasn't turned up!!!!"
Clint: "which turn?"
Player: "my game 123 turn,"
Clint:"who are you?"

:slight_smile:

4) It's much more pleasant chatting to someone you know and are able to share bits that you have in common. Having met quite a few of you I find that relations between GM and player are much improved when writing back and fore and hence more fun for everyone.

5) I try to contact anonymous players off list sometimes but I generally put that as a lower priority than dealing with named players.

6) We will no longer have any Nuaght Nurses offering us risque benefits. Whilst these mails might seem like a bit of fun, they'll get worse with time and given that some of our players are under 18, its responsible to keep the mailing list clean.

As I deal with a lot of emails anything that you guys can do to help me speeds up the process of getting a reply out to you - ie you get better service.

Hope this helps gives you an insight into my devious mind. :slight_smile:

Clint