When things go wrong … paying customers want support, internal customers want support, colleagues want support. Everyone wants support.
So what is support?
Traditionally, three kinds: 1st line is about triage and obvious...
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As things grow, and particularly as you bring more people into the garden, clarity walks off into the weeds.
The first thing that suffers is everyone knowing what they’re doing. When there...
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Without thinking - two things can catch you.
You can live entirely in the moment, operating without the benefit or hindsight or foresight, reacting to whatever you find in your path given...
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Your product might be perfect for them. They might get enormous benefit. It could be the most significant decision they make this year.
Thing is … none of that makes you anything...
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One of, if not the, quickest ways to improve a losing situation is to stop doing whatever it is that isn’t working. Which is obvious, and trite, and pretty good advice...
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