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.

  • Match the Situation
    No individual response is the categorical Best Response for every interaction. It’s all about how you gauge the customer’s own situation and deliver them a response that best matches what they need.
  • A Case for Text Interviews
    Phone interviews simply don’t evaluate the core skills required for customer support. Instead, try a text interview and put candidates through something similar to the job they’ll do.