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.

  • Customer-focused Sales
    There’s a way to do sales that keeps the customer at the center of things. It’s a philosophy fully compatible with great customer support.
  • Expectations of Ease
    What’s really behind an expectation that something is easy to use is a baked in set of assumptions about how people use our product.