One of most companies’ most challenging, most underappreciated roles is Customer Support. Most companies would look at technical support as a cost center. A necessary but annoying constant reminder of “the glass half empty”. I love customer support, but it isn’t for everyone. You constantly deal with issues, both externally and internally. You are the face of the company for the customers and the face of the customers for the company, but if you excel in it, the tools and skills …
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Recruiting the right people is one of the biggest challenges whether you are building small teams from scratch or are leading large teams. whether your teams are centralized or distributed. Many hiring managers are still hiring people with the image of a factory worker in mind (although most wouldn’t do it consciously), each factory worker in charge of a set of tasks on the line. We hire people to do the job we defined. We want them to be capable …
We are all seeing the hundreds of images and infographics on LinkedIn revolving around leadership vs. management. We nod enthusiastically, click like and share these bits of wisdom, but how do we as managers (by title) create an environment that leads by virtue instead of manage. Below you’ll find some of the tools I found to be most effective from my experience in leading people. I’ve marked in some instances how they all interconnect to each other organically. These little …
Great support is critical for the success of every organization. Even more so in a start-up where each customer is critical to the business. The level of support provided to customers is almost as important as the level of the product, and in start-ups where the product is growing with the company and has not fully matured, great support could be the tipping point between getting that extra patience that is needed to shape up and churn and failure. Yet …