Musings on Product Management, Customer Service, Agility, and More

*The content below contains affiliate links for Magai.co. I wrote this post before I signed up for their affiliate program. It’s a product I love and believe in. I wasn’t diagnosed with ADHD until I was in college. In hindsight, all the signs were there but no authority figures in my life ever saw them.…

When I wrote Monday’s post on what a bad idea it was to make your sales team your support team, I let you know that a second post was coming and that my thoughts weren’t complete. I saw a lot of great conversation on Twitter and Facebook, and Mike Lyons in particular nailed the problem:…

At a conference I attended recently, I talked to representatives from a web hosting company about some issues that mutual customers of ours had experienced with their customer support department. We constantly hear complaints on our end (as a WordPress plugin) that this hosting provider isn’t interested in helping them, or tells their customers that…

Recently I had the opportunity to interview several candidates for a position with our company.  In the interview process, I asked a handful of carefully chosen STAR method questions and I noticed a concerning trend in some of the responses I received. As an example, one of the questions was “Tell me about a time…