+1Originally Posted by Merlin1958
+1
I'm the caretaker of Room 217..............I've always been the caretaker of Room 217
+1+1
Looking for Mister Slaughter S/L #78
Perfect Simon. 100% agree!
Sent from my iPhone using Tapatalk
HELP ME FIND
Insomnia #459
ANY S/L #459
Isn't it interesting everyone agrees with Simon (me included), yet NRB didn't think that way to begin with. Shame it took such an outcry from the customer base for such a period of time before the obvious became aware to them.
It took a fair amount of guts for Simonsteele to actually show up here and post a compelling apology.
It was more important to hear a cogent account of the "customer" experience from stroppygoblin "Simon Mason".
What happens now is in the hands of the folks at NRB.
There was a time ~11 years ago where Cemetery Dance was questioned here regarding their customer service (or lack of service).
On 9/1/2010, Brian James Freeman from Cemetery Dance posted (Thread here post #2024) and helped begin the public resurrection of CD's reputation.
Cemetery Dance didn't need our site, but they (IMO) saw an opportunity to directly respond to their customers (sometimes referred to as "collectors"), and resolve issues to a large community-often in one post rather than sending 100's of emails to answer a similar question.
The world is greatly different today than it was was 8+ years ago, but most businesses that provide outstanding customer service in their market niche do well.
I feel that I should make a response as well, since I was active in this conversation. There is a good discussion going on here. I too, want to commend Sam for coming onto the site and making a statement as well as apologizing to this community. As Jerome said, it does take guts. I also agree with Simon and many other comments made.
Sam - I want to break a couple things down from a fellow business owner to another; as well as a fellow Marine to another (Semper Fi). Now, I understand how difficult it can be to start a business, let alone push through the ups and, especially, downs to see it gain some legs and hopefully go forth into longevity. This is a challenging experience you are going through, with a tremendous amount of negative feedback (trust me no one ever wants to have to deal with a situation like this) alas it is still upon you.
One thing that I think is vital is, to be able to separate personal life with business. Especially from a forward (customer) facing perspective. Now of course we are all human, things happen. Much of which is unfortunately out of our control. I caution you though, with an outpouring of personal ailments to your customer base especially with a base that doesn't 'know' you very well - yet. It tends to borderline a quick rectification by way of guilt. A way to stifle feedback. It is very difficult for someone to speak their frustration with NRB, the recent situation with Salem’s, when you drop personal news on that level and can muddy the actual apology. It sucks when your world is spinning, I know it. But bottom line is you do have a business, and that business has customers. Customers that are paying you money to run that business to the level of expectation you have set, not them.
As a Marine, it is instilled upon us to do the best that we can at any task that is thrown at us with as much integrity as possible. To understand that things may not go as planned, all hell could break loose, but we must do our best to persevere no matter how much it hurts, physically or emotionally. A lot of this bleeds into the professional realm. As a business leader, or business owner (large or small) it is critical to tackle these things and do so in a way that you would want your employees to emulate. A way that you would want your customers to respect. Things happen, we get that. But an apology will always be more sincere if it is direct, without strings, no matter how many things are at play. People will respect that, will be inspired by it, and will be more likely to give you another shot.
I know I know, who am I to even lecture you, or anyone for that matter. I write this, because I do care. I care about the collecting community, and you better believe I care about my brother and sister Marines, all of my extended family in arms.
I know this situation isnt' easy, and I hope that you take this as a learning experience and apply it. This Dark Tower Forum is a solid group. Many mature ones in the bunch. A lot of smart folks (some ‘wise’ guys and gals too, but it wouldn't be fun without them).
I leave you with this. If we aren't able to empty our cups from time to time, it would constantly overflow.
Hope that makes sense.
I wish you the best.
PS - I am terribly sorry about your Mother’s diagnosis. I also want to congratulate you on your new born. You are taking on a lot, hang in there.
"Monsters are real, and ghosts are real too. They live inside us, and sometimes they win." - SK
WTB:
- S/L 'Storm Front' Jim Butcher (Subterranean Press)
- S/L 'Fool Moon' Jim Butcher (Subterranean Press)
Firstly, let me thank you for making the effort to join the site, it does show a certain willingness to make things right.
In case you don’t associate my name here with my Facebook login, I’m Simon Mason whom you sent the email to that initiated much of the feedback. It serves no purpose to resurrect its contents, but the original message is still pertanant- it’s not the mistakes you make, but how you deal with them that’s important. Customers will not always be happy, sometimes this will be out of your hands, however when it is in your control, you should do everything you can to make it right.
Announcing a signed limited book before it was confirmed was at best naive and your handling of the fall out was clumsy. Many collectors signed up for the monthly box JUST to get this book and when it didn’t appear were justifiably annoyed. As these extra subscriptions would never have happened without the option of the S/L, what you should have done would have been to apologise for the last minute let down and IMMEDIATELY offer a refund to anyone who wanted it. You wouldn’t be out of pocket as you had not yet had to order additional items for that next box and you might have kept a number of those new customers as well. Those that only wanted the opportunity of getting the S/L would also not have been out of pocket and would most probably have commended you for your honest business practices- a win/win rather than the massive backlash that you got just to keep a few extra $$ from new subscriptions (all of which I am sure cancelled immediately)
I thank you for your general apology and truly hope that the experience has enlightened you.
I do see that. And I totally agree with you. I think I was just angry with the name calling and people saying that I was trying to swindle them, and let my emotions control my response. Obviously that can't happen. I would never try and swindle anyone, that not what we do, or even care to do. We have thousands of subscribers, and the bump from this sale was not what you probably think it was, around 50. So it wouldn't even make sense (of course this is all from my perspective) but I do know what it looks like from the outside now. I am sorry to you especially and to anyone that I reacted to negatively. It means more that a community like this exists and that I try and make this right with them. Simon, if you wouldn't mind, send me an email, so we can talk about making this right, I have a few ideas.
I feel that I should make a response as well, since I was active in this conversation. There is a good discussion going on here. I too, want to commend Sam for coming onto the site and making a statement as well as apologizing to this community. As Jerome said, it does take guts. I also agree with Simon and many other comments made.
Sam - I want to break a couple things down from a fellow business owner to another; as well as a fellow Marine to another (Semper Fi). Now, I understand how difficult it can be to start a business, let alone push through the ups and, especially, downs to see it gain some legs and hopefully go forth into longevity. This is a challenging experience you are going through, with a tremendous amount of negative feedback (trust me no one ever wants to have to deal with a situation like this) alas it is still upon you.
One thing that I think is vital is, to be able to separate personal life with business. Especially from a forward (customer) facing perspective. Now of course we are all human, things happen. Much of which is unfortunately out of our control. I caution you though, with an outpouring of personal ailments to your customer base especially with a base that doesn't 'know' you very well - yet. It tends to borderline a quick rectification by way of guilt. A way to stifle feedback. It is very difficult for someone to speak their frustration with NRB, the recent situation with Salem’s, when you drop personal news on that level and can muddy the actual apology. It sucks when your world is spinning, I know it. But bottom line is you do have a business, and that business has customers. Customers that are paying you money to run that business to the level of expectation you have set, not them.
As a Marine, it is instilled upon us to do the best that we can at any task that is thrown at us with as much integrity as possible. To understand that things may not go as planned, all hell could break loose, but we must do our best to persevere no matter how much it hurts, physically or emotionally. A lot of this bleeds into the professional realm. As a business leader, or business owner (large or small) it is critical to tackle these things and do so in a way that you would want your employees to emulate. A way that you would want your customers to respect. Things happen, we get that. But an apology will always be more sincere if it is direct, without strings, no matter how many things are at play. People will respect that, will be inspired by it, and will be more likely to give you another shot.
I know I know, who am I to even lecture you, or anyone for that matter. I write this, because I do care. I care about the collecting community, and you better believe I care about my brother and sister Marines, all of my extended family in arms.
I know this situation isnt' easy, and I hope that you take this as a learning experience and apply it. This Dark Tower Forum is a solid group. Many mature ones in the bunch. A lot of smart folks (some ‘wise’ guys and gals too, but it wouldn't be fun without them).
I leave you with this. If we aren't able to empty our cups from time to time, it would constantly overflow.
Hope that makes sense.
I wish you the best.
PS - I am terribly sorry about your Mother’s diagnosis. I also want to congratulate you on your new born. You are taking on a lot, hang in there.
Hey Devil Dog, thanks for the advice, I just wanted to say that I mentioned the issues because I wanted people to know what I was dealing with. Not to get pity, or stifle feedback. Thats why after I said what the ailments were, I reenforced that I agreed I was being a dick, wholeheartedly. I hope it doesn't cheapen the apology, because it is sincere. Thanks for the condolences, and the congratulations. I've always told my other daughter that she can't let others dictate her mood, and here I am acting like a dickhead. Thanks for the advice, it will definitely be taken into account!
onward and upward brother.
"Monsters are real, and ghosts are real too. They live inside us, and sometimes they win." - SK
WTB:
- S/L 'Storm Front' Jim Butcher (Subterranean Press)
- S/L 'Fool Moon' Jim Butcher (Subterranean Press)
email sent.
"A real limited edition, far from being an expensive autograph stapled to a novel, is a treasure. And like all treasures do, it transforms the responsible owner into a caretaker, and being a caretaker of something as fragile and easily destroyed as ideas and images is not a bad thing but a good one...and so is the re-evaluation of what books are and what they do that necessarily follows." - Stephen King
It's funny, I tried to convey this to Vincent as well when he was sending me ignorant emails and calling me to the lowest when i asked for my refund. I thought I had to buy 3 months so I did. He would not refund me until i threatened him. I am not going to post them as when he finally did relent and refunded me, I gave my word they would never see the light of day. I told him in the last exchange (and I will say it again to him now that he is here and seems to be taking this seriously and without anger now) that King collectors are a passionate breed. Books are a very emotional thing for people. When the masses thought there was a King S/L coming... they got excited. Emotions came into play. I wished him luck with his business and hoped he had taken my words seriously then I seen Simons issue. I will give him credit for trying as it sincerely does seem that he is now. Is the damage already done and it is too late? I am not sure... but I do echo your thoughts on the customers. I run a store and without them... I have no store.I feel that I should make a response as well, since I was active in this conversation. There is a good discussion going on here. I too, want to commend Sam for coming onto the site and making a statement as well as apologizing to this community. As Jerome said, it does take guts. I also agree with Simon and many other comments made.
Sam - I want to break a couple things down from a fellow business owner to another; as well as a fellow Marine to another (Semper Fi). Now, I understand how difficult it can be to start a business, let alone push through the ups and, especially, downs to see it gain some legs and hopefully go forth into longevity. This is a challenging experience you are going through, with a tremendous amount of negative feedback (trust me no one ever wants to have to deal with a situation like this) alas it is still upon you.
One thing that I think is vital is, to be able to separate personal life with business. Especially from a forward (customer) facing perspective. Now of course we are all human, things happen. Much of which is unfortunately out of our control. I caution you though, with an outpouring of personal ailments to your customer base especially with a base that doesn't 'know' you very well - yet. It tends to borderline a quick rectification by way of guilt. A way to stifle feedback. It is very difficult for someone to speak their frustration with NRB, the recent situation with Salem’s, when you drop personal news on that level and can muddy the actual apology. It sucks when your world is spinning, I know it. But bottom line is you do have a business, and that business has customers. Customers that are paying you money to run that business to the level of expectation you have set, not them.
As a Marine, it is instilled upon us to do the best that we can at any task that is thrown at us with as much integrity as possible. To understand that things may not go as planned, all hell could break loose, but we must do our best to persevere no matter how much it hurts, physically or emotionally. A lot of this bleeds into the professional realm. As a business leader, or business owner (large or small) it is critical to tackle these things and do so in a way that you would want your employees to emulate. A way that you would want your customers to respect. Things happen, we get that. But an apology will always be more sincere if it is direct, without strings, no matter how many things are at play. People will respect that, will be inspired by it, and will be more likely to give you another shot.
I know I know, who am I to even lecture you, or anyone for that matter. I write this, because I do care. I care about the collecting community, and you better believe I care about my brother and sister Marines, all of my extended family in arms.
I know this situation isnt' easy, and I hope that you take this as a learning experience and apply it. This Dark Tower Forum is a solid group. Many mature ones in the bunch. A lot of smart folks (some ‘wise’ guys and gals too, but it wouldn't be fun without them).
I leave you with this. If we aren't able to empty our cups from time to time, it would constantly overflow.
Hope that makes sense.
I wish you the best.
PS - I am terribly sorry about your Mother’s diagnosis. I also want to congratulate you on your new born. You are taking on a lot, hang in there.
HELP ME FIND
Insomnia #459
ANY S/L #459
+1 simon and jack. Very thoughtful replies and having Sam show up here deserves some kudos. Attempting to undo some damage while possibly incurring more wrath deserves some respect. I can't say if I will be a return customer in the future myself but it's certainly not a dead issue. You live and learn.
And prior Air Force over here
I appreciate Sam addressing Simon's concerns. But, the reality is that May box was very underwhelming. The DT cap was nice but cheaply made.
The books were just average and the rest of the stuff was kind of juvenile, in my opinion. I won't be renewing.
If a bribe would help, I can send you a signed copy of Unbury Carol. Just shoot us an email...just throwing it out there!+1 simon and jack. Very thoughtful replies and having Sam show up here deserves some kudos. Attempting to undo some damage while possibly incurring more wrath deserves some respect. I can't say if I will be a return customer in the future myself but it's certainly not a dead issue. You live and learn.
And prior Air Force over here
Appreciate the feedback!! To each their own. May has a shirt....if you want to see it, let me know (that goes for everyone) Its a Robert McCammon Shirt.
That was April.
"One day you're going to figure out that everything they taught you was a lie."
And prior Air Force over here
"Monsters are real, and ghosts are real too. They live inside us, and sometimes they win." - SK
WTB:
- S/L 'Storm Front' Jim Butcher (Subterranean Press)
- S/L 'Fool Moon' Jim Butcher (Subterranean Press)
You flyboys (and girls) always have your heads in the clouds, if you ask me.
I'm sure if there is intelligent life somewhere out there in the universe, they are wise enough to stay away from us.
And the people bowed and prayed, to the cell phone god they made...
Yes, Brian is right, the one that was just received, April.That was April.
Well ... that was an interesting read.
I should add an update...
Vincent (Samsteele) has both publicly apologised to the community and also personally to me for his email response. I truly believe he regrets what was said and is doing his hardest to rectify that, including a couple of generous gestures to help with the Fund raiser.
As I said before, people make mistakes in life and it is how we deal with those mistakes that is important. Vincent and his company have learned a good lesson from this and I think it will serve to create a positive experience going forward. As far as I'm concerned, what has happened is in the past and I do not feel the need to dwell on such things. If there is anyone else out there that still has a grievance with TNB then I suggest you contact Vincent directly, I am sure something can be worked out.
I hope Vincent can make time to join in with more of the sites discussions and perhaps even start a collection thread, being a part of this community is a valuable insight to the thoughts, feelings, needs and wants of us 'collector types'
"A real limited edition, far from being an expensive autograph stapled to a novel, is a treasure. And like all treasures do, it transforms the responsible owner into a caretaker, and being a caretaker of something as fragile and easily destroyed as ideas and images is not a bad thing but a good one...and so is the re-evaluation of what books are and what they do that necessarily follows." - Stephen King
I should add an update...
Vincent (Samsteele) has both publicly apologised to the community and also personally to me for his email response. I truly believe he regrets what was said and is doing his hardest to rectify that, including a couple of generous gestures to help with the Fund raiser.
As I said before, people make mistakes in life and it is how we deal with those mistakes that is important. Vincent and his company have learned a good lesson from this and I think it will serve to create a positive experience going forward. As far as I'm concerned, what has happened is in the past and I do not feel the need to dwell on such things. If there is anyone else out there that still has a grievance with TNB then I suggest you contact Vincent directly, I am sure something can be worked out.
I hope Vincent can make time to join in with more of the sites discussions and perhaps even start a collection thread, being a part of this community is a valuable insight to the thoughts, feelings, needs and wants of us 'collector types'
28 in 23 (?)!!!!
63 in '23!!!!!!!!!!
My Collection: https://www.thedarktower.org/palaver...ion-Merlin1958
The Houston Astros cheated Major League Baseball from 2017-18!!!! Is that how we teach our kids to play the game now?????
Thanks for the update. I didn’t think he’d publicly apologize. I impressed that he did that. Thanks for being the voice of the collectors on this, Simon.
Thanks for righting things with the community, Vincent.
Looking for Mister Slaughter S/L #78
Glad to hear that things are getting worked on !
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CLUB STEPHEN KING (french website about STEPHEN KING, since 1992) : on : Facebook | Twitter | Instagram
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I should add an update...
Vincent (Samsteele) has both publicly apologised to the community and also personally to me for his email response. I truly believe he regrets what was said and is doing his hardest to rectify that, including a couple of generous gestures to help with the Fund raiser.
As I said before, people make mistakes in life and it is how we deal with those mistakes that is important. Vincent and his company have learned a good lesson from this and I think it will serve to create a positive experience going forward. As far as I'm concerned, what has happened is in the past and I do not feel the need to dwell on such things. If there is anyone else out there that still has a grievance with TNB then I suggest you contact Vincent directly, I am sure something can be worked out.
I hope Vincent can make time to join in with more of the sites discussions and perhaps even start a collection thread, being a part of this community is a valuable insight to the thoughts, feelings, needs and wants of us 'collector types'
Thanks Simon, for being gracious in accepting my apology! And the the community, I hope to add some great stuff for us collectors in the near future. And yes please, if anyone has any concerns, feel free to contact me, or if you are interested in any type of collaborations, or know anyone who is, let me know!
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