Professional Game Masters are masters of their craft. They can create new story elements on the fly, craft engaging combat that keeps players on their toes, and fully immerse players in the world they’ve created together. But, one of the most important things to master for any professional Game Master isn’t found in a Monster Manual or in a VTT help guide - its people management.

Here are 5 tips I’ve learned over my 10+ years in Customer Experience (CX) to help you give your players the best experience possible at the table.
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1. Empathy is Everything

It’s a common thing in CX to get angry emails from customers. But, one of the first things you have to learn if you’re working in CX is that folks (usually) aren’t mad at you, they’re mad at the situation. They have a feeling of frustration or anger they want to go away, and they have to talk to you first to fix the problem that’s causing this feeling.

Approaching folks who are frustrated with a mindset of “They just want to be heard,” has gone a long way in helping me react to customer issues from a place of empathy, rather than writing them off as “Here’s another person looking to be mad!”
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2. Being the Most Right isn't the Most Important

In TTRPGs, we play to win. But, when you’re working with people, playing to win isn’t usually the right answer. It can be satisfying personally to be the “most right” in a situation, but that can come at the cost of hurting others.

If you disagree with a player, or a player comes to you incredibly hot-headed, don’t meet them with the energy of needing to “win” the conversation. Approaching tough conversations from a place of kindness and respect can go a long way in maintaining player relationships.
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3. Meet Your Players Where They're At

One of the best parts of TTRPGs is that they are a collaborative medium. The GM comes up with story outlines and NPCs, but players also have a major part in shaping the narrative and gameplay. So, we want to be sure we’re giving our players the best experience possible!

Make sure the game you’re running meets the wants and needs of your players. If some folks are absent, maybe run a one-shot for the folks who are available so they still get to play! Maybe this session becomes a shopping episode because the players are dealing with a lot of stress at work and want something more chill today. Or, maybe it's 1 player’s birthday this week so you do a special session to spotlight their character.

It’s not about making players meet the story you want to tell, it’s about making the best experience possible together.
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4. Admit Your Mistakes

Nobody likes to be wrong, but it happens to all of us. If you make a mistake on a rules call or say something you shouldn’t have, own up to it. Honesty is the sign of a good leader, and it will go a long way in your relationships with your players.
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5. Ask for Feedback

Almost every Customer Experience ticket asks customers to fill out a CSAT survey, also known as a Customer Satisfaction survey. It lets us know what is and isn’t working with the way we approach tickets. It also helps improve our processes to make a bad experience better for the next person.

Ask your players for feedback on sessions. Find out what is and isn’t working so you can craft better sessions for them. If someone gives you negative feedback, it can sting, but it is an opportunity for growth. Think about it - this person cared enough about your game and the experience they had to let you know that something wasn’t working, rather than brushing it aside.

I also recommend the use of anonymous feedback forms so nobody worries their negative feedback might be used against them. That will let you get your most honest feedback.

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And those are my tips! At the end of the day, the most important thing you can do as GM is connect with your players. It’s a major reason why we started playing TTRPGs - to connect with others. I hope these tips help you better navigate player relationships in a way that is kind, empathetic, and open to growth.

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