The best in customer care are functional chameleons, becoming conversant as product managers, marketers and salespeople to bring resolution to customers.
Advertisers like to use moralizing language when their money starts to flow in the wrong direction. Tricking people into watching ads is good; being tricked into showing ads to automated traffic is evil.
“To be clear, the idea is not that there will be a big financial payoff to a liberal arts degree,” Cappelli writes. “It is that there is no guarantee of a payoff from very practical, work-based degrees either, yet that is all those degrees promise. For liberal arts, the claim is different and seems more accurate, that it will enrich your life and provide lessons that extend beyond any individual job. There are centuries of experience providing support for that notion.”
When there has been a deliberate change though—one that is important for future development and that almost certainly won’t be changing back—then that sort of apology can be counter productive. If you know that a feature has been removed and is gone for good, it’s unhelpful to offer false hope to a customer of “recording your feedback” and “voting for that to be returned”. It will probably never happen.
Stop apologising to customers and start leading them – Mathew Patterson.
On poorly managed teams conflicting and irrelevant work is allowed to go on because leaders don’t notice, care or take the time to guide people’s efforts in more useful directions. Capable people may work away in their private tasks, believing they’re making progress (and earning bonuses), when in reality they’re doing work that will be thrown away or even hurt the project. When someone puts their head down to work, how fast they’re going doesn’t matter if they’re heading in the wrong direction (or towards a cliff). How a talent is directed can be more important than the size of the talent itself.
Work vs. Progress – Scott Berkun.
I’ve always believed that the key to creating great software is to talk with those who use it, to understand what they need and want from your product. If you step away from support, your software will suffer.
You can, however, step away from bad customers.
Customer service is difficult, expensive and unpredictable. But it’s a mistake to assume that any particular example is automatically either good or bad. A company might spend almost nothing on customer service but still succeed in reaching its goals.
Customer service succeeds when it accomplishes what the organization sets out to accomplish.
What is customer service for? – Seth Godin.
A few days later, I found myself in pajama pants, pacing frantically around my apartment, on the phone with Elon Musk. We had a discussion about Tesla, SpaceX, the automotive and aerospace and solar power industries, and he told me what he thought confused people about each of these things.
I wonder sometimes if folks at media companies ever try clicking their own links from within social media like Twitter or Facebook, just to experience what a damn travesty of a user experience it is.
We must develop an acute awareness of the passage of time and with it our diminishing window of opportunity. If we fail to do so we cede to others the opportunities which today are uniquely ours. We must work with a sense of urgency.
Sense of Urgency – Andrew Bosworth.