5QCX: Recruit & Retain The Best Talent. A few weeks back I did a short interview with the folks at Directly about our Happiness team at Automattic. We talked about how we hire for support and how the team operates.
How to Provide Great Customer Support. Solid podcast episode from Hiten Shah and Steli Efti about customer support. Filled with lots of practical tips and distinctions.
Questions for our first 1:1. Great advice from Lara Hogan on holding a meaningful first 1-1 with team members.
Broken Promises: The Housing Market in San Francisco (And Ten Ideas to Fix It). Clear and thorough post about housing in San Francisco. One thing I’ve noticed in my own Portland neighborhood is how neighbors use objections to minor variations on the building code to mask their NIMBYism.
Contracts And Chaos: Inside Uber’s Customer Service Struggles. Crazy story about what working in support for Uber is like. This is what happens when you don’t treat support as a meaningful career.
The Secrets of the Wave Pilots. Feature story from the NY Times about sailors from the Marshall Islands who are capable of using wave forms to navigate. The pictures of the raft they pilot are wild, too.