Windows 95 computer with a CRT moniitor

Evolve or Die: How IT Can Damage Your Company

Recently I had a customer come to me with an HR problem – it was a bit odd, I admit, until they explained it to me. Due to their company’s policy of not offering Mac as a choice of computing platform for their employees, they’d had prospective employees turn down job offers and go to competing […]


Be Personable

When you work in tech support, you often don’t know who you are talking to. You don’t know if they’re high-powered or the new intern. You don’t know their level of technical ability or their patience. But one thing you do know is they are human. So talk to them like it. So many times, […]


I Am Mac

Working in tech support for about a decade, I’ve supported Windows-only shops and Mac/Windows shops alike. I’ve worked with techs and in organizations that viewed Macs and their users as pariahs. Something to be dealt with. A necessary evil within their organization. I’ve seen it in old and young techs alike. I can almost understand […]

Chick Fil-A (1)

Customer Service in the age of the rabid fan

Author’s Note: Nearly a year ago now, October 16, 2013 I camped out in a Chick Fil-A parking lot. I did this as part of their First 100 Event for new store openings. I was out of work at the time, due to the government shutdown. I didn’t know how long it would last (15 […]

Snippet Header

Text expansion makes support a breeze

I’ve used various apps to expand snippets into full words or blocks of text for years. It’s made my work in support roles easier and saved me from retyping the same things constantly. I’ve not written much about it until now. I read a post from Chase Clemons on the Be Snappy blog and left […]