Support Ops Hangouts

Most new customer onboarding flows tend to be one size fits all. Everyone who signs up goes through the same steps, receives the same emails, and gets the same advice. But is that the right approach to take?

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

It’s a new series from your favorite support crew! When a customer signs up for your product, you want to give them the best onboarding experience possible. With this series, we’ll take a look at best practices and ideas for helping every customer learn your product and convert to a paying customer.

For this episode, we’ll take a look at personalized messages to new customers. While this often takes the form of some welcome email, there’s other things you can do too.

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

On the last episode, we looked at how to actively seek out feedback from your team for yourself. But what happens when it’s you and your boss? With this episode, we tackle how you can give feedback to your own manager and C-suite team.

This week, we’ll fill in the blank with “Regardless of seniority, every good manager gives feedback upward.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

With support teams, our empathy often creates a culture of nice where it can be tough to have candid discussions. We hold our opinions back rather than risk being confrontational. But a good manager will create a culture that encourages candor and open discussions.

On this episode, we’ll fill in the blank with “Regardless of seniority, every good manager actively seeks out feedback from their team.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

It’s rarely a good idea to bottle up all the knowledge you have that makes you a great manager. But how do we make sure others on our team are ready to step into our shoes?

On this episode, we’ll talk about the idea that “Regardless of seniority, every good manager trains their replacement.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

Everyone makes mistakes, even super managers and team leads. It’s how we handle those mistakes that set good managers apart from the not-so-good ones.

On this episode, we’ll look at the idea that “Regardless of seniority, every good manager will admit mistakes and not hide them.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

One of the things we’ve been talking about at Basecamp is the idea that 40 hours is plenty of time for work. Is that enough time for your team though? And how do you make sure they stick to 40 hours, especially when you’re a remote team and can work any time you’d like?

On this episode, we’ll fill in that good manager sentence with – “Regardless of seniority, every good manager helps balance the team’s work/life schedule.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

Jeff started a great conversation on the last episode around the idea of growth paths and grow-outs. We’ll continue that conversation this week and look at the idea – “Regardless of seniority, every good manager creates growth paths for their team.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

Leading a team is all about knowing the strengths and weaknesses of others on the team. It helps you to put the right people in the right roles for the project. But how do you find out the strengths/weaknesses of individual team members? And what happens if if someone has outgrown their role on the team?

On this episode, we’ll fill in that good manager sentence with – “Regardless of seniority, every good manager knows their team’s strengths.”

Subscribe: iTunes | Android | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.

Everyone talks about the power with regular 1:1s between you and your team. But are they really worth it? And how important is it go have them regularly scheduled?

On this episode, we’ll talk about the idea that “Regardless of seniority, every good manager will keep regular 1:1s.”

Subscribe: iTunes | Android | YouTube | RSS | Overcast

If you enjoyed this episode, Tweet about it or share some love with a review.