Month: September 2019

September 30, 2019

Greg Thomas

Do Your Grunt Work

No matter how great a developer you are, there is always going to be that one job that has to be done manually for it to work. You’re going to have to watch it. You’re going to have to babysit it. You’re going to have to be meticulous in what you do with it. You’re going to have to have patience and take your time. This is the tedious work, the grunt work, the work that you might feel is holding you back but that you know has to get done. Don’t ignore it, don’t wait for it to come

September 27, 2019

Greg Thomas

What is Good Enough?

Everyone struggles with what is actually good enough. Not because we all have different levels of what we feel is “actually” good enough but rather because we are at our most critical when trying to decide if our work is at the stage of being good enough to show others. “It doesn’t do these seven things” “I need to make one last edit” “I think it should be red, not orange.” Your good enough, my good enough are very different. The best way to get past it is to ask for someone’s opinion, what do they think (and pick someone

September 26, 2019

Greg Thomas

The Problem with Project Plans

The moment they are created they are out of date. The second you send out the file with the attachment, they are old. When you go to revisit them two weeks later and you need to change all the tasks because the project has changed, they are rendered useless. When the dates don’t line up to the work that is being done (because not everything has been written down) they miss the point. That’s the problem with Project Plans. Fix that and you’ve got something of value.

September 25, 2019

Greg Thomas

Being On Time

It’s taken for granted that you should be on time. I mean, someone went to the work of asking you to come to a meeting. They booked the room. They put together the agenda. They put everything in place to ensure that the time the team shares is spent usefully and not a complete waste of what everyone is trying to do. So why not be on time for that? If you decide that’s not enough for you and you still want to show up late and not on time, here’s the message you’re sending – “I don’t care enough

September 24, 2019

Greg Thomas

Same Service Everywhere

The temptation to support customers across all medias is seducing. Voice, Chat, Email, Facebook, Twitter, Instagram, YouTube, the list goes on and on and is growing every day. One rule to ensure you’re doing it right, is ensuring you’re providing the same level of service across all platforms so your customers have a unified experience when talking with your agents. This means when I call in on Facebook with my case id from a voice call, they can look up the interaction, see what happened and give me an update. The below is a great example of a chat conversation

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