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.

  • When customer service succeeds (and a pause)
    As more of my writing energy flows toward work (82,000 words on our internal blogs this year) I find less for these posts. I have a half dozen drafts, but each resists my attempt to create better shape and quality. So rather than send half-baked ideas I’m going to pause my bi-weekly schedule of posts. […]
  • The Best Service Is No Service
    As hard as it is to remember, support teams need to reflect on why customers have to contact them at all. That’s often easier said than done as day-to-day pressures encourage a heads-down focus on the queue. The risk is that you might optimize for work that never needed to happen. This is why I […]