Hugging Your Haters

Show notes and thoughts from episode #128.

You know winter is officially here when Jeff shows up for the show wearing a snow parka. 😄

We’re two episodes away from the end of the year and our annual holiday break. But we’re already thinking about new ideas and topics for next year.

What’s some of the things you’d like to see us tackle? More onboarding subjects? More how-to’s for new support teams? Or something else entirely? Leave a comment and let us know!


Episode 128 — Hug Your Haters

This week’s book club episode looks at “Hug Your Haters” by Jay Baer. We’ll talk about the different kind of haters, how you should engage with them, and if you really should answer complaints on every possible contact channel out there.

Listen with: iTunes | Overcast | Pocket Casts | Android | Online


Shout Outs from Our Crew

A few articles that caught our eye this week.

“An inside look at how our support team uses Basecamp 3.”

How We Work — The Support Team

“When your Support team is happy and enjoy their way of working, their approach creates a great way to deliver outstanding support.”

Build the best version of your support team in three steps

“To show our thanks, we’re sharing stories from you, the Humans of Support, who bring delight to your customers every day, night, weekend, and holiday … like today. We hope you can take a break today and enjoy these stories.”

Giving Thanks to Customer Champions Everywhere


Need to stock up on a few podcast episodes for the holiday travel? You can find a few of our best episodes here.