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Just Let Me Get Support

Just Let Me Get Support

1 min readSupport labyrinths are all the rage! It seems like every tech business is doing their best to hide actual support behind a maze of FAQs and bots that are almost never helpful. Let’s face it: FAQs are almost never helpful, because they’re...
I Spoke with the John Salley of Sales!

I Spoke with the John Salley of Sales!

3 min readDuring the 1995-96 Chicago Bulls championship season, Michael Jordan played 3,090 minutes. John Salley, at the other end of the bench, played only 191 minutes over 4 months of action. One of Phil Jackson’s key strategic objectives was to minimize the...
Biz Owners: Be careful with your word

Biz Owners: Be careful with your word

1 min readLast week I sent this email to an employee of mine (names have been changed, content paraphrased): Sarah,Earlier today I received a voicemail from Joyce saying that you are late delivering the new website feature. What’s the status of that...
How We Use Basecamp

How We Use Basecamp

4 min readYou’ve heard me advise against using Slack, because asynchronous is better than synchronous almost every time. I recommend using Basecamp for asynchronous project management and other company-wide communication. For the record, Basecamp takes the best...