Closing Remarks and Questions: Customer Support

What do I hope to achieve after writing all this? I hope that I’ll have a greater vision of Support. I hope to better understand the intricacies of Support, while still maintaining the overall goal and desire of what Support should and can achieve. Lastly, I hope that we fulfill our goals of truly serving ourContinue reading “Closing Remarks and Questions: Customer Support”

Inter-team communication? What does that look like?

Inter-team communication (communicating with other teams within the organization) is beyond vital. With Support typically being the main customer-facing team, it’s really draining and difficult to make sure all lines of communication are open at all times in all ways with everyone. Since many teams and companies work remote (this includes those of us withContinue reading “Inter-team communication? What does that look like?”

What is the Long term Impact of Great vs. Good Support?

While we linguistically know “Great” is better than “Good and we believe we ought to pursue it, is that really the best course? What if there were cases where seeking “Good support” is the way the business needs to go? For example, what if the business is designed with a very slim Support budget? YouContinue reading “What is the Long term Impact of Great vs. Good Support?”

The Contentment Paradox

In startups, it’s completely natural — and expected — to push ourselves to achieve more, to do more, to set stretch goals. It’s because we set the bar so high, that we, as humanity, accomplish much (we are all A-Players, after all!). It’s a true wonder and marvel for us as people. Yet at the same time this easilyContinue reading “The Contentment Paradox”

The Socratic Method

Socrates, 5th century B.C. Greek philosopher For any leader, I believe it’s a necessary to see yourself as the guide and not the central figure — this is a vital aspect to the health of the organization! To view yourself as a tutor or guide is a high calling; it’s Socrates asking questions to elicit understanding. TheContinue reading “The Socratic Method”