tl;dr: Don't. 🙅‍♂️ If I had to make a list of things I hate when contacting customer support, deceiving answers would be close to the top. Recently I had the unfortunate privilege of receiving one. I'd like to tap into that experience and see if there&

Somewhere between sizing up kitchen worktops and the slow queue for mid-shop IKEA meatballs, it dawned on me: We’re buying a house. Wait, let me correct that. We’ve bought a house. I still can’t quite believe it. 3 months ago, my wife and I’d already written

I’ve been seething for days. It’s made writing this post incredibly difficult as I’ve had to sift through the countless curse words to settle on the most accurate to convey my current state of mind.

It takes 23 minutes to recover from an interruption. As I struggled with a sidestep into education, this stat proved to be way more true than I ever thought possible!

For a while, I’ve been trying to reconcile the idea that many huge companies purposefully avoid placing any effort on their customer service. And worse still, that we, as consumers, kind of let them. We fail to hold them accountable or really call them out on it.

Comparisons should be great for customers to find the right fit, but the truth is they don't work. Let me tell you why...

January is an inexplicably long month. 🕰 Perhaps it’s a kind of repercussion from taking a longer break over the “holiday period”, coupled with the long nights and cold, overcast days. Or maybe it’s just some psychobabble illusion that we’ve all bought into. Who knows! 🤷🏻‍♂️ For me, January&

A few weeks ago, I got the opportunity to chat with our customers and friends at Referral Rock [https://referralrock.com/], about all things referral marketing, customer success, and putting people first [https://blog.helpdocs.io/referrals-culture-and-putting-people-first/]. It was enlightening, and while I’m a little awkward and massively introverted,

It’s 30 celsius outside. In fact, it might be more but I’m too comfortable working from the air-conned executive lounge to step out into the bustling boulevard of Panama City and find out. I’m sure it would look like it’s 30 degrees as I peer down

Over the past few weeks, I’d been preparing myself for my first ever webinar, in partnership with our friends at Gorgias. Sid from Gorgias came up with the idea of a webinar around scaling support during the holidays without hiring, and I agreed to deliver a part about creating

It turns out, I’m a crappy customer. Not to open with a blog post cliché, but honestly, this really is a tough one to admit. 'Cause nobody wants to accept they are, in fact, a bit of a douche canoe. You see, I am naturally quite a cynical