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Seven steps to remarkable customer service

Seven steps to remarkable customer service

Most small business owners and and sole proprietors do not have enough financing to be able to afford proper customer service. Therefore, the role of providing customer service often falls on the employees. The founders of software company, Fog Creek, fell into this category and were forced to provide customer service themselves. They go into great detail about how they learned to provide excellent customer service:

As a bootstrapped software company, Fog Creek couldn’t afford to hire customer service people for the first couple of years, so Michael and I did it ourselves. The time we spent helping customers took away from improving our software, but we learned a lot and now we have a much better customer service operation.


1. Fix everything two ways

Almost every tech support problem has two solutions. The superficial and immediate solution is just to solve the customer’s problem. But when you think a little harder you can usually find a deeper solution: a way to prevent this particular problem from ever happening again.

2. Suggest blowing out the dust
Microsoft’s Raymond Chen tells the story of a customer who complains that the keyboard isn’t working. Of course, it’s unplugged. If you try asking them if it’s plugged in, “they will get all insulted and say indignantly, ‘Of course it is! Do I look like an idiot?’ without actually checking.”

“Instead,” Chen suggests, “say ‘Okay, sometimes the connection gets a little dusty and the connection gets weak. Could you unplug the connector, blow into it to get the dust out, then plug it back in?’

3. Make customers into fans

4. Take the blame

5. Memorize awkward phrases

6. Practice puppetry

7. Greed will get you nowhere

8. (Bonus!) Give customer service people a career path
The last important lesson we learned here at Fog Creek is that you need very highly qualified people talking to customers.

Seven steps to remarkable customer service – [Joel on Software]

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Last Updated on August 20, 2018

60 Things To Be Thankful For In Life

60 Things To Be Thankful For In Life

Sometimes it’s easier to focus on what we don’t have, rather than what we do have. It’s important to take time out and remember all of the things to be thankful for that many of us take for granted.

    Here you’ll find 60 very solid things to be thankful for in your everyday life. These are great reminders for you to treasure everything you have.

    1. Good Health

    Even if you’re health isn’t great, it could be worse and you likely still have some working parts to be thankful for.

    2. Money in the Bank

    Having just a few coins makes you richer than most people on Earth.

    3. Good Friends

    Often, it’s the quality of friendships, not the quantity.

    4. Freedom of Religion

    Being able to worship whomever and however you want is something many people don’t ever experience.

    5. Your Parents

    Even if they’re dysfunctional, they gave you life.

    6. Weekends

    There’s something magical about weekends.

    7.Having a Partner

    Being in a romantic relationship can teach you so much about the world and yourself.

    8. Pets

    Pets offer one of the best examples of unconditional love.

    9. Learning from Mistakes

    If we never made mistakes, we wouldn’t learn much so it is one of those things we should be thankful for.

    10. Opportunity to Get an Education

    The opportunity to attend school is something many people don’t have.

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    11. Having a Home

    Whether you live in an apartment, a mansion, or a tent, having a place to call home is something to be thankful for.

    12. An Ability to Read

    If you’re reading this right now, you have a lot to be thankful for.

    13. Breathing Fresh Air

    Being able to step outside to breathe in fresh air is a good reminder how many little things we should be thankful for.

    14. A Bed to Sleep

    A bed is one of those things that’s easy to take for granted, until you don’t have one.

    15. Laughter

    Without laughter, the world would be a sad place.

    16. Safety and Security

    Being able to wake up without immense fear frees us up to really live life.

    17. Cars

    Without cars, it would take a lot longer to get our activities done.

    18. Sunshine

    The sun’s warmth can brighten any day.

    19. Time

    Although we often don’t think there’s enough of it, time is something we shouldn’t take for granted.

    20. Clean Water

    Many people on earth lack access to clean water.

    21. Cell Phones

    Cell phones make talking to loved ones easy.

    22. Love

    The world sure would be a different place if we lacked the ability to love.

    23. Books

    Books provide an opportunity to enter another world all from the comfort of your own home.

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    24. Kindness of Strangers

    Never take the kindness of a stranger for granted.

    25. Campfires

    The simplicity of a campfire creates lifelong memories.

    26. Pain

    Without pain, it would be difficulty to appreciate life’s joys.

    27. Art

    The world would be less beautiful if art didn’t exist.

    28. Holidays

    Any reason to celebrate is something we should be thankful for.

    29. Freedom of Speech

    Being able to express your thoughts and feelings freely should never be taken for granted.

    30. Rainbows

    The beauty of a rainbow is unmatched.

    31. Tears

    Sometimes when there are no words to say, tears express how we feel for us.

    32. Waking up Today

    Simply waking up today means you have things to be thankful for.

    33. Indoor Plumbing

    Indoor plumbing not only provides convenience, it spares us from disease.

    34. Wisdom that Comes with Age

    Thankfully, we grow smarter over time.

    35. Mountains

    Mountains provide us with beauty and recreation.

    36. Eyesight

    Being able to see allows us to view the world’s beauty.

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    37. Grocery Stores

    Grocery stores mean we don’t have to spend all of our time getting our own food.

    38. Sunsets

    Sunsets are a reminder that we should enjoy the simple things in life.

    39. Entertainment

    Entertainment gives us a way to relax and enjoy life.

    40. Your Mind

    Being able to think, remember, and solve problems sure makes life easier.

    41. Employment

    Even if you don’t like your job, being employed means someone thought you were special enough to hire.

    42. Diversity

    The world would be a boring place without diversity.

    43. Moon and Stars

    The moon and stars encourage us to dream.

    44. Electricity

    Electricity makes most of our chores efficient.

    45. Air Conditioning

    Staying cool on a hot day is something people wouldn’t have dreamed about in past centuries.

    46. Hearing

    Being able to hear your loved one’s voice is something that not everyone gets to do.

    47. Children

    Watching children laugh, grow, and dream can keep things in perspective.

    48. Ability to Learn

    The ability to learn new things means we have endless potential.

    49. People Willing to Teach

    Whether it’s your grandmother teaching you to knit or your plumber showing you how to prevent future problems, be grateful that others are willing to use their time and talents to teach you something new.

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    50. Oceans

    The sea creatures in the ocean almost seem too mystical to be real.

    51. Modern Medicine

    Without advances in modern medicine, many of us wouldn’t be alive.

    52. Music

    Music brings out new emotions.

    53. Entrepreneurs

    Some of life’s best inventions resulted from an entrepreneur who was willing to take a risk.

    54. Warm Clothing

    On a cold day, there’s nothing more important than warm clothing.

    55. Freedom to Vote

    Being able to have a say in the laws should never be taken for granted.

    56. An Internet Connection

    It’s hard to believe how easy it is to take the internet for granted, seeing how none of us had just a couple of decades ago.

    57. Challenges

    Without challenges in life, we wouldn’t be the people we are now.

    58. Hiking Trails

    Hiking trails give us the chance to enjoy mother’s nature beauty.

    59. Vaccines

    Many of us wouldn’t be alive without today’s vaccinations.

    60. Armed Forces

    Our lives would likely be very different if we didn’t have protection from the armed forces.

    Realizing all the things you should be thankful for is the first step, practicing gratitude is what you should start doing:

    6 Ways To Implement More Gratitude In Your Life

    Featured photo credit: Unsplash via unsplash.com

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