We are our customer’s wise friend, not a corporate policy enforcer or policy defender. We want our customers to succeed, and we are the guide to help them when they need it….

I just got off stage in Los Angeles, having delivered a talk to a room full of Customer Support leaders: “The Mindset Shift that Transforms Teams.” I am absolutely PUMPED about the future of Technical Support…

Thanks to the ice storm that blanketed much of the nation, today and yesterday were e-learning days for my 3rd grader. Ever helped an 8-year-old navigate Google Classroom, slides and even a…

I recently heard from a former direct report that since I left the company, every single CRR they’ve received from their new manager has scored a 100% rating. Don’t get me wrong:…

Sometimes called “Internal Reviews” or “Support Quality Assurance,” Customer Response Reviews (CRRs) are an internal tool for support leaders to use in one-on-one and group coaching situations. CRRs are a foundational tool…

2025 was a whirlwind first year for Sustainable Support. On November 22, 2024 I purchased this domain name, after only briefly considering paying the premium domain price for the two-word version. At…

Zendesk QA (formerly Klaus) is a fantastic tool with 3 fatal flaws if your goal is Sustainable Support. It’s a multitool that tries to do everything, which is understandable (the founder’s goal…

I was staring at a blinking cursor, trying to figure out how to respond to the profanity-laden rant of a frustrated customer. I had done everything in my power to resolve their…

“I have a customer asking for a status update on this bug: (link)” That’s not a question. It’s a weather report. “There are frustrated humans communicating with me right now” is not…