Friday, 26 August 2016

The Best Service........... Is Really Good Service

Have you heard the old Customer Service adage "If a customer has a bad experience they will tell 10 people, but if they have a good experience they will tell 2 people". Well in 2016 if a customer has an amazing experience they will blog about it!.

I work in Service and have for over 15 years, so i know that you're fighting an uphill battle, not only from the statement above, you clearly need 5 times as many happy customers as unhappy ones just to break even. but there is also the fact that you're dealing with "problems", your customer is already unhappy that something isn't how they expect it should be, before they even tell you!

Well, today I received proof that Games Workshop has the best customer service I have ever encountered! Considering that several years ago I gave up on Games Workshop, entirely due to disgraceful customer service.

At that time I purchased about £700 worth of stuff to get me back into the hobby, the Ultimate Paint Set, 40k a bike squadron, land raider, land speeder and some fine-cast models. (Khârn the Betrayer, Fabius Bile and the Great Unclean One) decent haul. But my finecast models were awful. these were the first i bought and the air bubbles were atrocious, Khârn had thousands of bubbles down one side. Fabius Bile had the bottom corner of his coat missing (right where the leather face was) and the great unclean one had half his face missing (in literally any other place on that model I could have just incorporated it into the design of Nurgle, but I can't re-sculpt a face!). This was back before we could simply take photos and send them via the internets. But now, Instant evidence

Saturday, 20 August 2016

How to Paint "Dark" Dark Angels

So, here I am with my first tutorial, painting Dark, Dark Angels. I always loved my Dark Angels, really dark. I like Darker schemes in general as these guys are at war and the brighter schemes never really fit-in for me. Back in the day I would always paint my Dark Angels with a mix of 75% Dark Angels Green and 25% Chaos Black as a basecoat, then I could use a 100% DA Green as a highlight. (Which I literally just dry-brushed over the whole model).

But alas, the old Dark Angels Green is gone and now we have caliban green which is certainly brighter than they once were, so in wanting to keep in with my old scheme, I devised my own painting method and tried it out on a practise marine (I have a Squad of 10 along with the Dark Vengeance Marines following the same pattern).

I'm also following this tutorial for some Space Wolves ( but before you scream at me that Dark Angels and Space Wolves hate each-other. Well, these guys have been stood next to each-other on my table for over a year and neither side has so much as batted an eyelid.

Forward unto the Tutorial;

Games Workshop (16 years later) - Part 4

Preface: I actually got distracted by having babies and here I am a year later having had no time to complete this, so below are just a dump of my notes from a year ago.

You know, when I started this article, I listed the discussion points I wanted to cover and thought, I'll cover this in an article, maybe 2. Here I am writing part 4 and I'm determined to finish today. Just a few other noticeable changes I wanted to cover, but the primary one is how the world around us has changed.

The Internet

It exists now, It existed then but websites were very, very simple. Mainly text, took an age to load and I'm not even sure what web presence GW had. If anything I'd imagine it was simply a company info page.

In the internet side of GW changes, I'm back to the same opening as the last 2 articles. There isn't enough content from GW. My first experience of the web GW was as a returning newbie and I just couldn't find what I wanted to know. "Where do I go from, you have my interest". Many companies now use UX designers to plot journeys for  customers. The premise is simple. Survey all your visitors for "Why did you visit today?", and for each of the major categories. Create a clear and present visual hook for them and lead them on a journey through to purchase. GW is very simply. Here's the new stuff. click the headings at the top for which of the main games you are interested in navigate through the pages upon pages of stuff or just use search. This is all tailored to people who are current GW fans and update themselves on GW's happenings off their own back and know what they want before the visit. This is what you would expect more from an on-line hardware store than an epic fantasy game hub.

And that's just Did you know Forgeworld and Black Library have their own separate sites. Each of which are even simpler. With a bit of arty knowhow (something GW excel at), these function in a way that is comparable to some of the slightly more advanced Wordpress options.

I've even just seen that Warhammer world itself has it's own site too, which just looks awful for a professional company, quite a throw together. Ok, if it does the job great, but you're a design company. Design something flashier guys or don't bother.

In the multimedia side, there are some great examples of GW using video guides to show how to paint and model. New to GW, Dark Vengeance or Age of Sigmar there are video painting guides available for all the models in the kit, with Duncan Rhodes. Dark vengeance starts with the assembly guides in part 1 (of 8) below.