Why Do Some Issues Get Fixed Fast, and Others Don’t?
One of the most common frustrations in support is speed. A merchant reports an issue, follows up, asks for urgency, and expects that more pressure will…
Notes from the space between support, product, and growth.
A scratchpad for things as they start to make sense — written while building, fixing, and figuring things out.
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The Smallest UX Detail That Changed How I Shop
I ran a quick analysis on my own shopping behavior. Not in a philosophical sense, but in a practical one. I wanted to understand why I…
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What Does a Great Customer Experience Actually Look Like?
People often talk about great customer experience as if it were mostly about personality: be warm, be fast, be helpful. That matters, of course. Tone sets…
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You Don’t Need a Card Reader to Take Payments in Person With WooPayments
A lot of merchants read “WooPayments in-person payments are available in the US, UK, and Canada” and assume the rest of the world is locked out…
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How to Keep Support on Your Side (and Get Better Help)
A lot of support conversations go sideways for one simple reason: the customer starts arguing with the diagnostic process instead of helping it. It happens more…
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Why This Blog Finally Exists
I used to think the thing holding me back was motivation. It wasn’t. It was alignment. For a long time, I didn’t publish because I couldn’t…