From Customer Service

Lipstick on a fat cat? (A response to a rant)

The fact is that the world is imperfect. People are imperfect. Companies are imperfect. Mistakes are made and what shows quality, value, and excellence more than perfection is how you turn around the mistakes – how you (as a person and as a company) learn and grow from the mistakes and try to do better next time. That's what we can ask of the companies we choose to spend our money with. But, as people who work at companies ourselves, that's also what we can ask of each other - time and space to work to do our best. That's not putting lipstick on a pig. It's empathy, understanding, and long-term relationship building.

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Dealing with Trolls: 4 Snippits [Ning]

Trying to determine what to say to disruptive community members can sometimes cause the worst cases of writer’s block. You want to be an enforcer, but you also want to be a friendly face they can come to with help. Here are four sample snippits that can help start you on the road to a …

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