The Many Moves of a Manager

Dear Reader, I certainly don’t need to tell you the myriad ways this pandemic has rocked the foundations of all the things. I don’t need to tell you how it has changed school and work and families. You’ve read all the articles about it. However, something I have not heard as much mention about overContinue reading “The Many Moves of a Manager”

In Plain Sight

I’ve been really into James Scott (see: Seeing Like A State and Three Cheers For Anarchism) and Anna Tsing (see: The Mushroom At The End of The World and On NonScalability) for some time, and I recently got hip to this amazing artist Kenya Robinson (https://www.teamhuman.fm/episodes/kenya-robinson). The thing she said on that podcast was soContinue reading “In Plain Sight”

Old Customer Care Lady Sayings

As a leader in customer care, over the years I have developed a few sayings that I believe have held me in good stead. Camille’s Top Three Customer Care Sayings #1: No Special Snowflakes This means that –as much as possible — we want to avoid having to support custom features, special builds, weird bespokeContinue reading “Old Customer Care Lady Sayings”

Everything Is About Time

I feel like everywhere I turn people are talking about time. Here are a few recent references AmarElo This documentary was so gorgeous. It opened with the saying, “Eshu threw a stone today that hit a bird yesterday.” Emma Dabiri – Don’t Touch My Hair The weaving that occurs in the braided hairstyles, the aspectsContinue reading “Everything Is About Time”

Reducing Information Asymmetry in Customer Care

As a customer care person, you are placed at an important vantage point between the company and the customer. You (should) have visibility into the product and people in your company beyond what your customers currently knows/can see. You are there to solve problems for the customer using both information that may already be publiclyContinue reading “Reducing Information Asymmetry in Customer Care”

2021 Brain Picking Bank

Well, I have reached the point in my career where people reach out to me rather frequently to “pick my brain” about various things, particularly business or product ideas. After griping about this a bit on LinkedIn, I got brilliant pieces of wisdom from two brilliant people in particular (Liz Fong-Jones and Nikki Yeager): LizContinue reading “2021 Brain Picking Bank”