This week’s episode ranges from the uproar over remote working to FedEx shipping marijuana to the wrong person. And then they gave out the address so the “right” person could pick it up. Being a gamer, there’s talk of SimCity’s missteps. Then United Airlines finally gets something right for a customer.
It’s another look at the world of the customer with the two Chases. Sit back and listen as they take you through this week’s news from the world of customer support.
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Show Notes and Links
- Yahoo! Cuts Off Remote Working
- NPR Interactive Commute Map
- SimCity Struggles With Launch
- EA Refuses Refund Request
- United Airlines Delays Flight for Dying Mother
- FedEx Ships Marijuana to the Wrong Address
- Asana’s Support and Product Development Teams
- Hire Early and No Squishy Goals
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Jim Sadusky says
Want to weigh in on the “Hire Early” discussion!
Completely agree that most of the time in the start-up scene you can only hire “once it hurts”, but I take issue with the idea of hiring a support person early then leaving them sitting around twiddling their thumbs. If you hire the right person (as you said, a professional and not just a kid in high school for $8/hour) then there shouldn’t ever be a time when you’re twiddling your thumbs. There are always tutorials or blog posts to write, social media discussions to join. Depending on the skill set of the individual they could help code or tweak your marketing website, or find that newest tool that’s going to help make support that much better. A valuable employee will find value. And if you hire them before your support levels are overwhelming… well that can work out just fine.
Chase Clemons says
Great point Jim! If you’ve got things they could be doing that would help the team, definitely go ahead and hire them. I really love how you put it here:
“A valuable employee will find value.”