A twice-monthly newsletter about the craft of customer support and how expertise is found in the margins of our work.

New posts are a mix of writing tips, customer service philosophy, and book notes. You can subscribe below or read a recent post. The full archive is also available.

  • Bug Expectations
    When someone runs into a bug our natural inclination is to help them feel optimistic. We likely can’t personally fix the problem and we want to reassure them that their issue is important and will be fixed. This might create short-term happiness but it risks long-term frustration and disappointment. It’s a lesson that’s often learned […]
  • Provide Certainty
    One of the best things we can do in support is provide people with certainty. It gives the people we help confidence to reach their goal and increases the likelihood they’ll be successful using our service. To do this well we must pay particular attention to our language, as it’s all too easy for uncertainty […]
  • The Craft of Customer Support
    I’ve long-wished for more blog posts about the craft of customer support, posts that came from individuals rather than company blogs. Perhaps when you spend all day writing to customers the idea of even more writing isn’t exactly appealing. Fair. But there’s something qualitatively different about individuals writing in their own space on the web. […]