Margins is the twice-monthly newsletter I publish about the craft of customer support. It’s my small contribution to how we explore the edges of our expertise and I hope it helps you learn and refine your own work.

New posts are a mix of writing tips, customer service philosophy, and book recaps. Posts from the last month are below, along with a signup form.

  • Lessons from Mayo Clinic
    Lots of easy-to-overlook aspects of our work send a customer clues about the service we provide. Paying attention to these small details helps deliver a consistent, high quality customer experience.
  • Plan Ahead and Speed Up Email
    Email gives you space to solve a customer’s issue but extends a customer interaction across days or even weeks. But if you plan ahead you can speed this up and make it easier for the customer.