TheDoctor6

Hi Jason thanks for your response but I think we will have to agree to disagree on how you interact with your customers on this forum. All Companies that wish to grow & improve have to provide a platform for their customers to be able to provide feedback and for them to be responded to. You choose to do this via a forum and there is nothing wrong with that I certainly don't have any issues with the platform you have chosen. However it is the way you use the forum to respond to customers that will determine whether they go away with a positive or negative experience. You also have to remember that your responses are not just being read by the one customer you respond to but by all your customers that are using and reading the forum. As I said in my previous post you have to take your own emotions out of your responses you can't tell a customer that has had a negative experience that it never happened and as you said in response to my post that some experiences relayed on here are fiction! That's a terrible response to a customers concern you have just ensured they have gone away with two negative experiences - one at the convention & one on this forum. It is highly unlikely they will attend one of your events again because of the way you have responded. You need to be trying to turn a negative experience into a positive experience by showing the customer that you care about them & will take on board their comments and use them to improve future events. You say that is the ethos of your Company but some of your responses are relaying the complete opposite to your customer base. As this is a public forum that response has been read by a lot of your customers who will also take away a negative experience by reading it. We know that one customer definitely did as they felt the need to respond and ask you to be more understanding and professional in your responses. You then tell that customer they just want to argue and to stop wasting your time! Again another terrible response that has now ensured that at least two customers have had a negative experience on this forum. Don't forget that the customers that have a negative experience are the ones that shout the loudest for everyone else to hear. With social media now these customers can reach a lot of people and someone who may have been thinking about attending a Showmasters event changes their mind based on what they have heard from that customer. Before you know it you have a snowball effect and as a result your customer base stops growing and begins shrinking. I have many years of Customer Service experience so I hope you will take on board some of my comments. The bottom line is all customer concerns and issues are real and regardless of your own views you have to take that out of your responses and put yourself in the shoes of the customer only when you do that will you turn a customers negative experience into a positive experience. Good luck with your future events.

Oh dear as a Customer Service Manager myself reading some of your responses Jason to customers concerns and issues is making me cringe! All customers concerns and issues are valid and you have to keep your own personal thoughts and feelings out of your responses as otherwise they come across as being very defensive, arrogant and unprofessional. If you keep on doing that you will only alienate your customer base and start losing attendees because of it.

Hoping another batch will be added soon as would like a photo haven't met him before!

I'm really looking forward to this event as it is only my second time at LFCC and last year I only attended on the Sunday. This time I am attending all 3 days. I agree that the Diamond Passes should not include entry as I have purchased 4 that would mean that I was paying the entry fee 4 times! I am interested to see how the Diamond Passes work in terms of clashes as for the money I am spending I don't expect to have to miss anything offered within the pass. If that was to happen then I would think twice about purchasing them again next year. I also think it is a good idea for all entry tickets to be purchased in advance and not on the door. All the other conventions I attend you have to purchase an entry ticket in advance and it ensures that the event does not become over-crowded.

That's a real shame was looking forward to meeting him, hopefully he can make it next year instead.

I have received my refund too thanks for your help Queen_Sindel.

Have only just seen this no email received notifying me and have checked my statements and no refund received either. Will send you a email Queen _Sindel thanks

Great guest! Tempted by the Diamond Pass but worried about clashes with the other two Diamond Passes I already have. Does anyone know if Showmasters will ensure that Diamond Passes photoshoots and talks etc don't clash? Thanks! They're trying to. Thanks for the reply!

Great guest! Tempted by the Diamond Pass but worried about clashes with the other two Diamond Passes I already have. Does anyone know if Showmasters will ensure that Diamond Passes photoshoots and talks etc don't clash? Thanks!

I really enjoyed the convention which was extremely busy so was shattered by the end of it! I was in Platinum B group and did have to miss the majority of the talks especially on Sunday which was a shame especially when you consider the cost of the ticket it would have been nice to get the full value of it. I have been to lots of conventions as I am a massive Doctor Who fan so know what to expect and thought this one was well organised and the crew did a great job. The draw for this convention for me was Andrew Scott as I had met him last year at stage door when I went to see him in the play Birdland. I knew then he was such a nice person after he stayed at the stage door for 45 mins to ensure that everyone there got a photo with him and an autograph. I have been to quite a few stage doors and never seen anyone do that before. As I expected Andrew was a fab guest both his talks were great and I had a nice chat with him about Birdland when I went to get a couple of autos from him. He said he would definitely be looking to do more theatre next year. I also thought Rupert Graves, Louise Brealey and Clive Mantle came across really well. Rupert was really funny and friendly, Louise made sure she chatted to everyone at her auto sessions and when I got to see her on Sunday she had come round to the other side of the desk so she could have more interaction with the fans and gave everyone a hug too! Clive Mantle was also really friendly and I had a nice chat with him about his recent audio drama Six Degrees of Assassination which he had recorded with Andrew Scott. I listen to a lot of audio dramas and thought it was one of the best I had heard. He told me him and Andrew kept getting told off for laughing too much and he was really interested to hear my thoughts on it. Funnily enough the one person I thought that didn't come across that well was Benedict himself. He didn't seem comfortable at the photo shoots and the in person autograph which as Platinum holders we had paid for was a bit of a waste of time really as he didn't even look at anyone let alone acknowledge them and he was quite rude to the lady in front of me when he refused to sign the book she had given him. I felt really sorry for her. Thought Ben came across much better in his talk so that seems to be the way he prefers to interact with his fans. I had seen before at the BFI and he had done a Q&A session afterwards and came across well there too. It didn't spoil my enjoyment of the convention though as I wasn't there for him but I did feel for others who had come solely for him, I did hear a few people say he had gone down in their estimations which was a shame. That is the trouble when you go to meet the people you admire as you have put them on a bit of pedestal and they don't always meet that expectation. I have been really lucky that all the actors I have met who have played The Doctor have all been great and I haven't been disappointed. Not sure there will be another Sherlock convention as it will be really difficult to get everyone together again but I would definitely go again to any convention that had Andrew Scott there!

That sounds like a good plan Hope it works out for you so you can get to Rupert Graves talk - Good luck!

Thanks for the heads-up didn't realise this is where they register for the Marathon so thought coming in on the Friday wouldn't be an issue. Will make sure I leave earlier than planned!

Have gone through the revised schedule seems to have made things better for Group A but not so great for Group B which is the group I am in. Going to have to miss a lot of talks on the Sunday I think to try and fit in as many photos and autos as possible. Have been to loads of conventions but this one is definitely going to be the hardest to get everything you have paid for which is a shame. Still I'm really looking forward to the weekend. As long as I get Andrew Scott's auto, photo with him and get to hear both of his talks then I will be happy :)