leave a mark

I think this should be the defining aspect of anyone’s mentality when they’re making a commitment to something, irrespective of whether that’s a personal or a professional commitment: what kind of mark will you leave…

the performance of a lifetime (or not…)

Dealing with performance issues is an aspect of managing a remote team that can be particularly unpleasant. Performance issue in this case is anything that detrimentally affects the quality of the work produced by staff—inaccurate…

writing between the lines

There’s a school of thought out there in customer support that argues against the use of saved responses (also known as canned, boiler, or template responses). The idea behind it is that nothing ensures individual…

the art of rejection

It’s always particularly thorny when a long-term and loyal customer has a request that you already know is just not going to happen. Learning how to say no and respond to otherwise negative feedback is…

claim your own hill

Setting up a blog under a domain name that you actually own and control is different from relying on a service that comes with its own list of terms and challenges your claim on the…