You. Are. Awesome

Show notes and thoughts from episode #122.

I was listening through some older episodes last week and loved this so much I had to re-share it. Jeff was talking, like he does, and then he said this.

“You are Awesome.”

It’s easy to forget that. You’re working with customers every day with some of them being fantastic while others are less than fantastic. Complaints and criticisms, love your product and hate it something fierce, you’re the best and you’re the worst — you get to hear it all.

At the end of a long day or a very long week, just remember this. You. Are. Awesome.

Now on to this week’s episode and happy listening!


Episode 122 — Self-Mentor

We’ve looked before at how mentors can help a new manager. But what if you don’t have one? In this episode, we’ll talk about ways to be your own mentor.

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


Shout Outs from Our Crew

A few articles that caught our eye this week.

“In support the most value is created by reducing unpleasant surprises. It’s better to meet customer expectations consistently than to exceed them every once in awhile.”

Improve Your Customer Experience by Fixing Its Faults

“Our metrics, our measurable indicators of success, must necessarily be abstractions from real life.
By this, I mean, reducing churn by 10% is only a means to a larger end, and has to be considered in that larger context. What’s the real reason? Why do you, personally and as an organization, want to reduce churn? Maybe it’s because you believe you have a product that can genuinely make peoples’ lives better, so the more folks who use it, longer, the better off they’ll be. That’s great! Maybe it’s to make more money — that’s OK too.
In either of these cases, churn reduction is itself only a means toward a larger end. Success with this metric points to a larger success, something that you’re maybe not equipped to measure, something like Customer Happiness or Success of the Business. We need to keep this in mind.”

Metrics, Means, and Maps

“These two concepts are rarely used together: customer support and career — in many companies support is the lowest level on the company career ladder. A career is supposed to take you out of those depths and remove you as far as possible from the customer.
This increasing distance to customers when advancing in a career is an odd proposition if you accept the premise that the customer ultimately is the one paying for each and every salary in a company. Working directly with the customer should be one of the most important jobs — after all it is the raison d’être of the entire construction.”

What does a career in support look like?