Year: 2016

Stay calm and keep managing

Manager

In my career, I’ve of course seen managers not be able to handle adversity or not be willing to take client escalations, but it was a couple recent events that really reinforced with me the importance of calm for customer

Servicing small businesses

SMB

In late 2009, I started my Small Business service team at Indeed with a single employee. At the time, I had no idea what it would become, or how much it would eventually mean to me. Along with that group’s

Little service moments matter

Whole Foods

The other day I was at Whole Foods and saw a customer with two young sons in the produce section. She had put some blueberries in her cart, and the boys immediately wanted to eat them. Outnumbered, she was looking

Client Services at Indeed

About a week ago, I finished up as SVP of Client Services at Indeed after nine years, three months and one day. In that time, a few things happened: We grew from one employee (me) to 600+ the week I left

Keeping service simple

I had two internal meetings today that reinforced with me how important it is to keep customer service simple. The first one was with a long-time employee, a brilliant product person and people manager.  We talked about a lot of

Striving for service greatness

This is being reprinted in a few places, so I wanted to post it here too. Like I did in 2015, I started the year with a message to my team about continuing to improve our service levels. Team: In

Service is personal (aka Starbucks knows my order)

I started drinking coffee a couple of years ago. I’ve always loved and admired the Starbucks brand, so I started visiting a location near my office here and there, and then more regularly as my coffee addiction grew. As I

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