Author: SH

Expert customer support help, event planning, and CX team coaching.

My First Poetry Slam Support Jam

Today I received a support e-mail written in rhyme. Here it is word-for-word: I fear dear sir I looked a fool. When I told the class about your tool. I said, look @ this, its a fantastic app. Downloaded, opened and said “oh look at that…” It needed a code, a very special one. And…
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April 4, 2014 0

What we learned self-publishing our first book.

I can’t believe it, but our first book is finally on the shelves! After 4 months of writing, editing, formatting, printing, proofing and re-doing all those things a hundred times, I thought I’d share some behind the scenes thoughts on what it’s like publishing a book on your own. A few weeks ago it was…
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April 1, 2014 0

FAQ WTF BBQ

Sometimes the most difficult challenge to providing a customer with a solution is understanding what the problem is. Often I’ll receive an e-mail with a vague description that a feature “doesn’t work”, or something like, “Why can’t I log in? Help!” It’s common to see me with both hands grabbing the hair on my head,…
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January 31, 2014 0