Business

I’ve said before that great customer support has to be proactive. But what exactly does that mean?
The goal of proactive support is to identify and resolve issues before they become problems. In some cases you can be so successful with proactive customer service that you can solve problems before customers even realize they exist.
We’ve all [...]

When was the last time you played Red Rover? The game is quite simple. You create a chain of people who hold hands (roughly at arm’s length from each other) and the other team tries to break the chain of people. Breaking through the chain is usually quite easy. The connections just aren’t that strong. [...]

Too many people look at customer service as a cost center, when it really should be a profit center.
I recently read B-A-M!: Delivering Customer Service in a Self-Service World and it’s an important refresher and reminder of the importance of great customer service. Customer support is something I’ve obsessed over for many years.
The authors say [...]

Firing people is extremely difficult, especially if you’ve never done it before. But it’s made infinitely harder and causes significantly more damage if you delay it. When you know someone isn’t working out (for whatever reason), you need to let them go. For startups it’s a very difficult pill to swallow. Each person on a [...]