My life at Automattic
So, I’m minutes (in terms of how long I’ve been awake) into my sabbatical. Needless to say, I’ve not done much so far.
I got back from a team meetup yesterday, tired and spending most of my time unpacking and catching up with family.
But what are my immediate plans?
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When I posted previously about my plans, I was pretty “meh” about the whole idea of the sabbatical. I understood its advantages and everything else but, maybe because it was still a way off, I got no feels from it.
But that’s changed. I’m excited and I’m ready.
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Since becoming a Lead at WordPress VIP, Slack has become even more a distraction.
Based on feedback from fellows Leads, tips I read on LinkedIn and things I’ve simply just tried myself, I’ve got these down to a point where I’m happy. And I thought I’d share what I’ve learnt.
One thing we have to consider is which notifications we actually want. After all, as a Lead in a fully remote company, if a member of my team needs for something urgent, that’s the primary way for them to reach me.
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In a work environment, particularly in Customer Support, it’s easy to lay down rules and processes for people to follow, to ensure uniformity and that everybody does everything correctly. But my argument is that we should be doing far less of this. In fact, if left to me, I’d tear them all up.
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If you’re working in customer service, how you interact with the customer is critical from tone to the words you choose. One area often forgotten about is how to sign off your replies back to the customer.
This is particularly pertinent if a customer ticket is likely to not be worked on agnostically (i.e. the same person is going to respond more than once).
To give you an idea of what I mean, here’s an example of how a conversation in a ticket might go…
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