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Every support team has that one rockstar. You know the one. They can answer any question, fix any problem, and somehow have the whole playbook memorized. But what happens when they go on vacation? Or, even scarier, decide to quit? If all that know-how is stuck in just one or two people’s heads, you’re in…
The One Letter That Matters: A Guide to the High-Impact Recommendation
These days, it feels like everyone knows someone who’s been laid off. If you’ve ever worked with a great team, as I have, you probably want to help your teammates land on their feet when they’re let go. One of the best ways to help is by writing a Letter of Recommendation (LOR). But let’s…
Beyond the Annual Review: The Coaching Cadence
The annual review is a part of just about every company. But how useful are they really? Ultimately, the annual review is a post-mortem, not a roadmap. When you don’t frequently communicate with your employees, burnout and turnover increase. Feedback should be frequent, and every employee should have a clear idea of their role…
Why You Should Hire Bartenders for Technical Support
When putting together an excellent technical support team, it’s tempting to focus on candidates’ technical abilities. While those skills are crucial, there’s so much more to consider. Beyond technical expertise, you want team members who can truly connect with customers, simplify complex ideas into digestible chunks, and genuinely care about what clients need. Imagine having…
Onboarding That Sticks: Confidence, Connection, and Learning
You’ve built a structured interview process.You’ve balanced your gut with your scorecard.You’ve made the offer. Now what? Hiring the right person is huge, but it’s really just the beginning. What you do next decides if that great choice turns into a confident, successful teammate, or if everyone ends up stuck in a slow, painful ramp-up….
