leadership

Friends and Raiders: Becoming a Leader

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leadership_phixr

Where do all the officers and leaders come from? I mean, they all started somewhere right? As people become leaders the workload shifts and changes for them. The community over at PlusHeal has an entire section devoted to leadership. Tools of the trade, tips and tricks, and most importantly in my opinion how to make the transition from raider to officer or healing lead. Today I’ll talk a bit about making the transition and some of the obstacles you will face as well as share some of my personal experiences with you.

A little background, I spent most of my time in Vanilla WoW and in Burning Crusade as a raider switching from DPS to Healing when Burning Crusade came out. Partway through Burning Crusade our Heal Lead and Raid Officer left the game. In his absence I was asked to take over Heal Lead and shortly thereafter was awarded the rank of officer in his place. It wasn’t expected and I had to make the transition quickly. We finished out Burning Crusade and then headed off to Northrend to go say hi to Arthas. Here’s some things that changed.

Addons

One of the first things most people tackle is the list of addons they run. After being put in charge of healers or a raid you’ll find yourself having to monitor a lot more things. It’s imperative you sit down and decide what information you need readily available to you at all times. Here’s some addons I found useful when I first started out

  • BigBrother – Like Orwell’s 1984, this see’s all and then reports it to you or the raid. This mod lets you check for buffs like flasks and other consumables as well as lets you know when CC like Shackle or sheep has been broken and by who. This is a great tool to make sure you’re raiders are using their consumables.
  • RaidCooldowns – This addon allows for you to track all the abilities with cooldowns in a raid. This will display battle rezes, innervates, Divine Hymn, Lay on Hands etc. For a complete list click the link and visit the site. Some trackable abilities like a Shaman’s Reincarnation require members of the raid to be running oRA2, CTRA, or RaidCooldowns itself  in order to display properly, however if you’re in a raiding guild, chances are your team will already have one of those.
  • CastMonitor – This lets you place a movable list of players that you can then monitor their target, as well what spell they are casting. This is great when you want to double check your healers are on the right targets or doing what they are supposed to.
  • Cellular – In your new position you’re going to be getting a lot of tells, no two ways about it. People will be confirming assigments or just checking to make sure they did ok. Cellular (or any similar mod) lets you keep them like AIM message windows and they stay nice and tidy. Helps make sure you don’t miss any important tells.

My UI is constantly changing. I’m removing and adding items frequently to find a mix that will give me all the information I need in a pretty package. Find what works for you to give you what you need.

Knowledge

I’m going to focus more on the healing aspect of it here, but the ideas stay the same for all of a raid. You are now responsible for the instruction and care of a team.You’re not going to have eight of the same class with the same spec (if you do please let me know I’d be curious at that one). Take time to familiarize yourself with the various healer classes and specs in your raid. Learn the strengths and weaknesses of each of the Specs present in your heal team and take the time to learn the encounters your team will be facing. Learn the mindset of your healers and don’t be afraid to ask them questions., after all they should have a commanding knowledge of their class. You’re in a position where you need to know whats going on and need to tell people to do. Knowing your healers mindset and asking for their input goes a long way. I make it a point to encourage my heal team to offer constructive ideas when things go wrong or are not working as well as they could be.

There are several threads over at PlusHeal that deal with how to assign people, who is better suited for what and more of the ins and outs of the various specs. My suggestion, spend time on forums like PlusHeal and see what you can learn. There is a plethora of information available to help you fill in your knowledge gaps from various strategy sites and different forums all over the internet.

Communication

This is something that I thought was the easiest part of the transition. You are a central point of communication for your raid. If you are Heal Lead, all of those healers report to you and you in turn report to the raid leader. It’s important to have ways to get information to everyone that needs to have it quickly and efficiently. For healers having a dedicated healing chat channel helps. In the same vein, class or role specific chat channels are a good idea. My guild has one channel for every class as well as one dedicated to healers and one for tanks. This allows us to easily hand out information and gives collective spots to have questions asked and answered. As a heal lead you’ll want to sit in the tank channel too. This lets you know who is going to be eating what hits and allows you to quickly and effectively assign healers for maximum effect. You are the communications hub, keep that in mind.

Sometimes raiders need to call in sick so to speak, or they’ll need information that isn’t readily available on the forums and needs an immediate reply. For this reason I have my contact information posted on the guild website. This includes my email address, AIM (msn, icq and yahoo as well),  and phone number. I’ve had several instances where I’ve been thanked by raiders for being so accessible. As another rule of thumb I have an open door policy. Anyone can come to me at anytime for anything and I’ll do what I can to help, and if I can’t I’ll do my best to find what they need or point them in the right direction.

Finding a Balance

This to me is the hardest thing a new heal lead or officer needs to do. You have to keep in mind that this is a social game. You have been dealing with at least two dozen other people for a long time and have more then likely made a few friends. When you get elevated to a position of authority sometimes it’s hard to find the line between what a friend would do and what an officer would do. In the same vein it’s often hard for people to distinguish that when looking at you. They have to understand your dual roles. Keep in mind that you are in a position of authority. You have a responsibility now to keep things moving and working at a good pace. Sometimes you will have to put friendship aside and tell a person no, but at the same time you don’t want to be so much of a jerk that no one likes you. You have two distinct roles, a friend and a leader. Let me give you an example of what I mean by finding a balance.

In BC when we were still clearing Mt. Hyjal, I was new to being a heal lead and officer. I was fairly quiet in vent aside from the friendly jibes and conversation, and I had a little less authority in my assigning of healers. Plainly put I was too nice. This came to a head when we were wiping on Archimonde. I kept seeing the same 4 people standing in the fire. After a night of wipes that had followed a week of wipes, I finally dropped a set so to speak and piped up on vent. I was assertive and authoritative in my tone. I thought I edged past normal limits and into jerk territory when everyone on vent was deathly silent. The statement was something like this

“Really? Seriously? You’re still standing in the fire? Come one people! Turn! Move! Stop whatever you are doing and move. Don’t finish your cast, don’t try to get one more instant off just turn on your heels and run. It’s not rocket science just do it. That’s all this fight is. Move. Out. Of. The. Damn. Fire.”

Next attempt saw a 25% improvement in dps on the boss (from 49% to 24% boss health) then we called it for the night. We came back and stomped him into the ground the following attempts. I received a lot of thank you tells that night. I still thought I stepped out of line. More recently I had a raiding healer whose spec was brought to our attention as not being ideal. It was missing key features we needed from that class. I was real life friends with this person for many years. The guild leader and the Class leader approached him about it before I was out of work, and he was quite upset. He turned to me on AIM and I told him I’d talk to them and see what’s up. After a lengthy discussion I agreed something needed to change. I informed the raider that yes, it would be appreciated if he respeced as the raid needed the particular talents he was missing. As a friend he expected me to back his position fully, but as a healing lead and officer I had to agree with what was better for the raid and for progression. Notice the word “was” I used when referring to my friend? He was unable to see that I had two roles and has decided that speaking to me in a non official capacity isn’t to his liking any longer. He still gets the job done and responds well to assignments, but holds a bit of a grudge. It’s very difficult to find that balance of being someone’s friend while still being an authority, its something we all constantly have to recalibrate.

How about you? Any tips for new leaders you’d like to share? Any stories about your own rise to being a leader?

That’s it for now. Until next time, happy healing!

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Image Courtesy of su.wustl.edu

Lessons from Talent is Overrated: Welch’s 4 E’s

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I’ve been reading a great book called Talent is Overrated: What Really Separates World-Class Performers from Everybody Else. I’ve learned a lot of great lessons and many of the stories are some I’ve found to be inspiring to me online and in the real world. Hopefully you’ll feel the same way.

Former CEO of General Electric, Jack Welch, had a set of criteria he would use when looking at prospective employees to promote into the upper levels of management. It’s called the 4 E’s! Let’s see if we can take them and apply them to players looking to break into the demanding responsibilities of raid leadership. These are all general (and well rounded) traits that Welch would key in on.

Energy

Self-motivated and driven. These are players who aren’t tired (or don’t give off that impression). They want to do something. It doesn’t matter if it’s the first hour of raiding, or the 4th or 12th hour. Their level of energy remains high, focused, and committed. They’re always eager to get going and try something new when strategies don’t work.

Ability to energize

Having someone who can not only motivate themselves but the others around them is a huge benefit. These are players who don’t need a spark to get the raid going. They are the spark that helps to ignite other players. It’s this up tempo attitude that separates okay raid leaders from great ones. This is a trait that doesn’t have to be limited to leaders either. It could very well be anyone.

Edge

(It means decisiveness, but a word was needed that started with the letter e)

Whether you are right or wrong isn’t as important as making the decision in a timely manner. Ideally you want to be right (or have positive results) more often than not. I personally cannot stand indecisiveness. That’s why I’m not a big fan of “co-gm” or democratic guilds. I don’t like standing around waiting 10 minutes for a raid leader to decide Abom wing or Military wing. Loot’s a different matter entirely. But for other raid-to-raid decisions on progression content like who’s tanking what, which boss to do, what strat to try, who sheeps what, and all that, it’s better to just pick a name and get it done. This becomes especially true in make or wipe situations when picking which Druid should battle res, for example.

Execution

This is also known as the follow through. Can you deliver? That’s all there is to it. The ability to execute is a broad look at all the players involved. Sure you’ve topped the healing charts. Every incoming add is CC’d or destroyed. Your tank miraculously survives 3 seconds past an enrage timer. But the raid boss or encounter must be beaten for all of that to matter. You can say all the right things. You can do all the right things. Yet at the end of the day, you’re going to be evaluated by your guild on the coordination and objectives achieved.

Raid Flexibility: Preparing for the Inevitable.

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“A pint of sweat, saves a gallon of blood. ”
George S. Patton

Matt had a great post about Raid Flexibility: A Healthy Obsession . If you haven’t had a chance to read it, please do so you’ll enjoy it. Matt broke down the pieces of a raid that need to be kept in working order.

I’d like to talk today about what goes into making that work when the unexpected comes up.

There are several events that may come up that can throw a monkey wrench into your raiding schedule. It is the job of guild leadership to make sure this does not happen. Lets look at some of the things that can become a speed bump.

1. Vacations and Real Life Events

Lets face it, real life happens. People need time to go and do things like visit family, and just get away from it all. My guild has a saying, “Real Life always comes before game”. No player should feel like they can’t take time off and enjoy having a life outside the game. If you find yourself in a position of wondering if you can skip the raid to go see johnny graduate, there may be a problem.

2. Burnout

Every guild I know has felt the burn of this one at one point or another. We play this game like a part time job sometimes. Spending hours grinding, running raids and heroics and prepping for the raids. It is fun and social but sometimes you hit a point where it just weighs on you. You see this when content becomes stale too, players get tired of seeing the same thing over and over again with little variety. I’ve been hearing tales about this from friends of mine along multiple servers with current content. When players hit the point of burnout they begin to resent the raid and the game and sometimes decide to take a step back and wait for themselves to become revitalized.

3. Acts of god

Things happen sometimes that are out of your control. Hurricanes, Fires, power outages, storms and what we affectionately refer to in guild as “shiv to the forehead” moments. Sometimes you lose people when natural disasters hit, people lose power in the middle of a raid. These things are out of a persons normal control and can never fully be prepared for, but you will have to be dealt with when they happen. My guild has many members who live in areas where they suffer from hurricanes, earthquakes and flooding, we know this and we have to be ready for it. Funny story for you guys on this one too. Shiv to the forehead is what my guild refers to people who go on extended AFK’s  “where’s johnny” “dunno I think he answered his door and got shived in the forehead”. We were in The Eye getting ready to bash up Loot Reaver when I got a knock on the door. I called out in vent “hey guys be right back, someone’s at my door”. I go to answer and  find one of my batty neighbors. I step outside to see what they want and I hear the door shut and click behind me. I immediately hang my head as I realize I’ve locked myself out of my apartment. After a good twenty minutes or so I manage to get back in the apartment and call the raid officer at the time to let him know what happened. Yeah, teasing ensued for a long time as everyone thought I went to the door and got “shived in the forehead”.

4. Drama

This is a big one. You’re spending a lot of time with a lot of different people. You cultivate different relationships with people over the course of your time together. Warcraft is very much a melting pot, you will have people from all walks of life around you. While you have a common goal, conflicting ideologies and life events can grate on people causing stress to a point of breaking. You’ve all hear the stories, maybe you’ve experienced it. Friends stop being friends in game over something and one stops coming to raids, two players who were in a relationship break up and try to put the guild at odds over it by choosing sides (this also covers two people pursuing the same love interest in game and coming to odds over that). Sometimes people “Ragequit”, often times over loot. This is where they abruptly /gquit and then log off. That seems silly but it does happen. Back in the days of Black Wing Lair my guild had a warrior who ragequit. A set of tank gloves dropped, and he put in for them. Problem was he was fury so tanking was considered offspec for him. A primary prot warrior put in for them, and even though he had less dkp then the fury warrior was given the items as it was prot priority. The fury warrior immediately flipped out and /gquit on the spot, taking his girlfriend (one of our healers) with him. The twist was that we continued to raid by pulling in a couple more raiders and the same set of gloves dropped off the next boss (gotta love shared loot tables). Go ahead laugh, it’s a funny story.

These things happen. It’s the leadership of the guilds job to be prepared for these things. So what can they do to make sure these things don’t keep the guild from moving forward and raids from happening? Well there are several things they can do.

Being Prepared!

1. Recruitment

This is pretty big solution to a lot of the problems. With raid size having been changed from 40 man to 25 man its a lot easier to keep a flexible roster of active raiders available. The leadership of the guild has to sit down and decide how many actives they need to keep around. Too many and you have too many people sitting out, too few and you run the risk of a large vacation or disaster of some nature taking too many out of the game to compensate for. For my guild the sweet spot is around 30 members at the rank of raider. In addition to raiders, we have a non raider rank of veteran. This consists of people that cannot meet the raid requirement but are still around and active, and friends and family. Friends and family are literally that, people who wanted to be in guild to play with close friends and family members, but never apped to be raiders. With veterans we tend to have alt runs to keep their gear level up, and this way we have a further pool of people to pull from if the number of raiders goes too far south.

2. Redundancy

Matt touched on this one a bit in his post. Redundancy saves the raid. My guild has two people ready to lead the raid at the drop of a hat. We’ve gone to lengths to make sure the raid can prevail under some odd circumstances. Let me give you an example. My guild leader normally runs the raids, and I take care of healers, we converse in officer to talk about strategies as needed and it works well. This also gives us two people to yell at folks to get out of the fire / void zones, and a check and balance in case we miss something. The other night we were running Heroic Naxx, and the guild leader DC’d due to some random Internet screw up. I made a phone call to find out what was going on, and then when he said he would probably be a while, got everyone moving to keep going till he could get back. I also sent out a couple tells to make sure we had a replacement ready in case he couldn’t get back on. Redundancy helps deal with burnout and real life events quite a bit. It allows players the safety of being able to go and take a vacation or enjoy real life without worrying about having to be there or else let the raid down. It also means people who are burning out can take their hiatus and get back to their normal frame of mind. I’m currently working on bringing up to speed a healer to take over healing assignments on the off chance I take a vacation or need to miss a raid.

3. Communication / Structure

This is another big fix. Making sure your guild can communicate with one another openly is a great (and important) thing. I have a very open door policy as an officer, something I have done throughout all my years of management as well. If someone has a problem, questions or concerns they can contact me. I’ve posted my email / aim / phone number on the guild forums multiple times, as have many of the other officers. This helps keep drama low as when someone has a gripe or complaint, they feel they can bring it to us openly and it doesn’t have to sit and fester. We also have a solid structure in the guild so there’s always someone they can go talk to:

Guild leader > Officers > Class leaders > Raiders > Veterans

We post any changes or pertinent information on the guild forums as well. Making sure information is flowing keeps a lot of things in check. It’s also important to have a set of rules in place to deal with complications. This helps cut down on drama and personal issues.

The officers do a lot on the back-end to make sure things go smoothly. Unpossible has been around for a very long time and is one of the longest lived guilds on Zul’jin, we’ve adapted to survive pretty much everything that can be thrown at us. We are able to do this because we have systems in place to deal with the obstacles you can’t control. Like Matt, my guild operates under the assumption that everyone is expendable. To quote Matt

The expendability thought is that no one person should be so important or required that the entire raid has to stop its operations in case a certain player is absent.

Thats it for todays post,

Until next time, Happy Healing!

As always feel free to follow me (@LodurZJ) on twitter And don’t be afraid to ask questions using direct message there or the contact form here on the site!

Raid Flexibility: A Healthy Obsession

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worried

“If you want to build a ship, don’t drum up people to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea.”
– Antoine De Saint-Exupery

The show must go on. It’s a common rallying cry among drama and theatre productions. It means that no matter what, the audience expects a show and the performers have to deliver. I have the same mentality when it comes to my blog. I do my best to ensure that there is something daily here for you readers to consume!

Keep that drama catchphrase in the back of your mind for a moment. We’ll revisit it.

A story

First, a story. Team Conquest finished off Naxx, Malygos, and Obsidian Sanctum. We had a reduced raiding roster. As were slowly working our way throughout OS, I received an urgent message. It’s not very often that I miss raids. It becomes even rarer when an unexpected event comes up where I have to sit myself out during the middle of a pull.

The usual trash clearing chatter was going on. I explained to the raid that something came up which required my immediate attention. One of our Resto Druids were on standby. I quickly explained to him my situation and he agreed to come in. I immediately passed off raid lead and master looter to one of my officers and said “He’s in charge.”

I returned home 40 minutes later. A quick glance on vent showed players were slowly disconnecting and breaking off into their own channels.

This meant either the mission was accomplished or that the raid had been called prematurely due to lack of resources.

I popped in.

“Is it done?”

“Yes.”

“Good.”

I was relieved. I think I felt a slight twinge of pride in there somewhere. On second thought, it might have been that sore throat of mine acting up.

The Parts

Raid leader. No, not Red Leader. We’re not talking about Star Wars here. How many players are capable (and willing) to lead your raid? I have four players who are able to sit in the captain’s chair and direct everything. If your answer is one, then you may wish to re-examine your options. Not everyone is able to fulfill this role. Make sure your candidate has the will to do so and the undying respect of the guild or else it won’t work. You can’t make people respect leaders. They have to do so on their own.

Tanks. Brio does an excellent job flipping and rotating tanks around. It helps to keep the tanks fresh and interested in what they’re doing. I have about six players who have the ability and the gear to switch into tanking roles if it is necessary. We haven’t had that happen yet. But it’s comforting to know that the option is available.

Healing leads. Currently Syd directs the healers. I do step in if she needs a day off every so often or if she’s not as familiar with an encounter. That makes two who are capable of handling assignments. Handy in case one of them manages to inadvertently stab themselves in the eye. That hasn’t happened yet, thankfully.

Healers. This should go without saying. Either recruit extra healers or have players willing to switch from their main role to a healing role if the fight requires it. There are 7 of us on the starting lineup with another 3 on reserve.

Replenishments. Ret Paladins, Survival Hunters, and Shadow Priests. I believe this is getting further expanded in 3.1. Have alternative sources for Replenishment. The mana regen is going to be a must going into the next raiding tier. I’ve got a Shadow Priest, a Ret Paladin, and several Hunters who can supply it if necessary.

Heroism/Bloodlust. I refer to this as the raid leader’s personal shotgun. While not always a requirement in an encounter, it helps to have the extra damage available to push through a certain phase as quickly as possible.

Why?

We are all expendable. This stems from a core philosophy of this guild. We are all united in our desire to raid and clear content. I have a duty to minimize whatever obstacles or obstructions that could get in the way of that mandate. Not having players or not having the experienced is not an acceptable reason for me. The expendability thought is that no one person should be so important or required that the entire raid has to stop its operations in case a certain player is absent.

When Conquest was first conceived, I knew I wanted the flexibility there. I knew that I could not be there all the time. I knew Brio would not be there all the time. I knew certain key players would not be available. I recruited players into the guild who I felt had the potential to take over certain functions should the need arise.

Whatever happens, the raid must go on.

10 mans

This is where it gets tricky. I don’t know if that same philosophy above would apply here as the individual efforts of players becomes even more amplified. Several of roles above wouldn’t even apply here. You don’t necessarily need a healing lead among 3 healers. It wouldn’t be that difficult to divvy up the responsibilities.

I’m not as experienced when it comes to pure 10 man guilds.

Matt Answers Your Questions

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As surprising as this may sound, I don’t often get a lot of email. Most of them can be easily answered with a few lines and a link. Some of them require much more detailed responses and get turned into posts. The emails that deserve more than a few lines and don’t require posts, I’ll compile together. I’ll end up doing this once a month or so with emails that either myself or the rest of the WoM team don’t get around to answering.

I got into a discussion with a friend the other day about what is easier/harder to play: a tank or a healer – specifically priests and warriors?

He’s convinced that its harder to play a priest (holy/disc hybrid) and I said playing a warrior tank is harder (I have played a disc priest and prot warrior all thru the Wrath Beta and my live priest just hit 80 a few days ago due to tank shortages). I was wondering if you could propose it out to the general community on what they think is harder to play.

Thanks 🙂

My gut instinct here says a tank would be harder. But then again, that’s because I’ve never really played a tank. I think if I logged around 72 hours on a Warrior or something I might be able to get the basics down. Tanking and healing are on two separate ends of the spectrum that there is just no comparison at all whatsoever. Both call upon different sets of skills. One guy has his eyes glued to his raid window while the other guy is glued to cooldowns and boss cues.

But I’m sure there’s a few players out there that can tank and heal effectively. What’s your take?

I am the Paladin class leader of my guild and main holy paladin. I have been reading the post about healing Sartharion 3-drakes. One suggestion involved having a holy paladin use righteous fury to help pull threat on whelps. It’s not something we have tried yet, as we have been using 2 add tanks and 1 drake tanks. However the idea is definitely worth investigating to see if it could work for us as well. However, I am unsure of the spec used by the paladin healer to survive the adds. I have some ideas, but i would like to see a definite spec that has worked, without gimping the healing output. I think that healing output is less, which is why it was mention, that the add tank healer will need help, but i would like to be clear on the extent at which you sacrifice healing talents, for survivability.

Also did the paladin use any pvp gear for increased stamina?

From,
Psychotaz

I can’t exactly offer much help here. All I know is that the spec did reduce healing effectiveness slightly but not enough to warrant a panic. I believe it involved picking up Divine Guardian (the bubble spec). To really make use of Righteous Fury, the Holy Paladin needs to pair up with and stand on top of the add tank. The first time we tried it, we used it with a couple of PvP pieces to see if it would help increase survivability. But we quickly found out that it was simply unnecessary. Any Paladins want to jump in?

It’s times like this I wish I had a Holy Paladin on retainer somewhere for a consult.

In our guild we have 2 raider ranks:

  • Noob
  • Raider noob

The standard for raider noob in BC used to be that if someone had 90% attendance for 2 months and solid performance in raids, they would become a raider noob. However, since the release of wrath all of our recruits have been of exceptional caliber, now probably 23 or so of our 28-29 raiders all have very good performance and 90%+ attendance. This has been wonderful but leaves us with a problem with promotions, we can either promote almost the entire core of our guild to raider noob (as almost all of them have been here for 2 months+), but that would severely alienate the few who don’t make it up to raider noob.

We could increase the duration (which is what we have been doing), but that would only be a temporary solution. The last option I can think of is to increase the standard for raider noob (only our clutch healers, top 5 dps etc), but this would require demoting some of our existing raider noobs, which hardly seems fair as well (they are all good players). Any advice you have would be much appreciated.

Well, you’re in a bind. There’s no doubt about that. There is a way but it’s going to involve a lot of heart to heart talking with your raiders. Let them know that the time has come to restructure the guild ranks. Be honest with them about it. The good ones will understand and won’t mind the change in title anyway. A rank is a rank is a rank. It’s just a label. It’s how you treat the players that count. Let your guild know what the problem is. Heck, you could make a third tier rank that says Ubernoob that’s nothing but the best and the brightest. But then you’re just adding on another layer on top of that, right?

Are you sure about the alienation problem or is that what you would feel? Remember that no WoW players are exactly alike. How one person could react to an event can be completely different to how someone else reacts. You can either axe all the ranks entirely (and set one unifying rank), set the ranks based on seniority (length of time in guild), or availability of raiding (my preference). A player that can’t make all raids is automatically a sub for me or if they’ve demonstrated inability to make all raids (or have disappeared for extended periods of time). Otherwise, everyone’s a raider. I run a tight ship with 3 other senior staff and a loot council.

At the end of the day, remind your guild about who they are and what they’re made of. You said it yourself. You have 28-29 skilled raiders with an impressive 90%+ attendance rate. A lot of guilds would kill for that. If they’re married to their rank and title to the point where they’re willing to quit over it, then maybe it’s time that they walk (which also solves your rank problem anyway since it’s one less person to worry about).