When You Practice What You Preach…

I’m hearing, anecdotally, that cultural transformation at VA and elsewhere might have been nudged into motion by relentlessly handing out my business card and practicing what I preach.

The big thing I’ve learned here is that for me, tech skills and money aren’t what gets the job done. What works is bearing witness to the good works of others. This can work partly through helping ’em get their social networks going, by sharing their stuff.

My business card says “customer service rep & founder” and people see that I’m committed to that, every day.

Customer service is a big part of what inspires me; that, and my rabbi, Leonard Cohen. Ya know, customer service can really be corrosive, and it gets worse than the usual trolling and abuse. However, singer and poet Leonard Cohen really helps me get through the day, with a small but substantial assist from Dr Stephen T Colbert, DFA (Doctor of Fine Arts).

Seriously, my team, people smarter than me, and I, we’re listening, and what you say affects the trajectory of our work. If you feel we miss something, please tell us via craigconnects.org/connect, or if you really want, I’m personally at craig@craigslist.org.

(Recently I’ve made a point of reminding people that I haven’t been a spokesman for craigslist, or had any role in management since 2000. On the other side of things, I’ll be in customer service for a lifetime…)

Things I Carry: A Nerd’s Survival Kit

An older photo of me with the Note II, I’ve upgraded to the III since…

To make sense of the following, consider that I identify as 1. nerd, fifties-style, and 2. customer service rep for over eighteen years. While customer service comes first, my time is also spent in public service and philanthropy, quietly for the most part. For me, all that means I need a lean and effective set of tools.

(Yes, this is obsessive, and it’s been each and every day for all of the nineteen years, but I really am a nerd, and that’s how we roll.)

Maybe eighty percent of my work can be done with a good, large smartphone. I’m using a Samsung Galaxy Note III, which gets the job done. It helps that I can use alternate on-screen keyboards, making typing much easier. What really helps are keyboards where you can swipe across the keyboard to type, like Swype and SwiftKey.

Home screen widgets also make my life easier, particularly my calendar, but also weather, and wifi, and 4G signal strength.

The Chrome browser syncs up with my desktop and notebook systems, easing my work burden a great deal.

With the shutdown of Google Reader, well, I’ve been trying out Feedly: So far, so good.

I also read a lot of books, maybe eight per month, and the large screen is good for my eyes. Using the Kindle app, but it’s growing problematic. (I’ve read around 700 books, mostly science fiction. See comment about 1. being a nerd, and 2. how we roll.)

This kind of phone is really a handheld computer/communicator, and that will be an increasing reality as its software evolves. Maybe in a few years a good phone will be the only system we have, automatically connecting wirelessly to larger screens and keyboards.

Speaking of larger screens and keyboards, sometimes I really need that, as well as some specific software. When I travel, my solution is a MacBook Pro Retina 13″. In my home office, I use the MacBook.

Stuff evolves, and my watch is becoming more useful. Through my life, a watch has been the only bling I wear, though I added a wedding ring last year. However, I’m now donning a Pebble watch, which combines a nice looking analog watch with extra function. It functions as a little smartwatch with caller id and text messages, which has proven unexpectedly useful. (For older readers, it’s the Dick Tracy kind of deal, you’d see me interacting with my watch. That’s no longer a sign of eccentricity… I think.)

My deal really does involve the smallest set of tools needed to get the job done, wherever I am. It’ll be interesting to see how the phone might supplant notebook and desktop usage, and to see how watches and other wearable computing gadgets evolve.

Less is more, but whatever tools I use, the job’s gotta get done. After all, a nerd’s gotta do what a nerd’s gotta do.

10 ways to rule at customer service, hint: watch out for astroturfing

I’ve been doing customer service in different capacities for the last 32 years, more or less… I joined IBM in ’76, became a Systems Engineer in ’82, did CSRthat into ’93. And have been a craigslist (CL) customer service rep (CSR) since 1995. It’s a tech customer service kind of thing.

This is a good time to mention that I do enough real customer service to keep my emotional investment in the CL and grassroots community, but my involvement in CL management ended well over ten years ago, and you need to look elsewhere for a CL spokesman. Getting perceived as spokesman, though, is a big pain in the butt, with no solution. That’s why I’ll direct you elsewhere for CL stuff.

As for my CSR stuff, here are 10 ways to rule at customer service:

1. Treat people like you want to be treated

 2. Talk to people about what they need and want.

 3. Act on what you hear from people.

 4. Repeat #2 – #3 forever

 5. Use your own product, AKA “eat your own dogfood.”

 6. At least, customer service should be a senior position, probably C-level.

 7. Ideally, CEO does customer service.

 8. Focus groups are no substitute for getting out there and talking to real people.

 9. Watch out for astroturfing, fake feedback.

 10. See #1


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