Today, Willow gave me a nice big hug ❤️ Then she told me "Daddy, I love mommy way more than you" She really knows how to build 'em up, then knock 'em down.
Creating a healthy feedback culture
I was recently asked to join a customer service podcast. On it, I spoke about what feedback is and what makes a healthy feedback culture. I'll be doing a similar talk next month at the Support Driven Expo in Las Vegas....
Lake Louise
Lake Louise, Alberta. Partially frozen in May 2022
West Coast, Best Coast
Back at Christmas, I surprised my wife with a family road trip through the west coast. Fly into Vancouver, rent a car, then drive all through the Rockies and fly back from Calgary.My wife had never been to British Columbia before, nor had she...
April Update
Since my last post, we had four birthdays in our house. Willow, Me, Rascal (dog), and Rupert (cat). Weather is still horrible (cold and wet), why do people say they like spring? They don't. They like the last couple weeks of Spring. The rest of it...
Until we meet again…
2109 days, 5 countries, countless moments. A lot has happened since I started working at Automattic. We lost our house in a fire, had a child, travelled, weathered a global pandemic. When I joined, there were a ~240 Automattians, but it still felt...
Should you use tiered customer support?
This week someone asked me if I thought tiered customer support was a good thing. My answer was No ... and also Yes. This is because it depends entirely on the purpose and how it's implemented. It's all about the $$$ Most companies implement tiered...
December has come and gone
Winter is here, which means I'll be grumpy for the next 5 months 😂 Over the past month Willow has become really attached to Abbie. Abbie seems to feel the same way as she's started jumping into Willow's bed every night when we are doing story...
It’s off to work I go…
The time is almost here. In 36hrs, I'll be back at work. Having finished my 3 month sabbatical. Such an amazing perk of my work and I'm so lucky to have it. However, that doesn't make this any less difficult 😛 Going back is going to be tough....
Unplug and recharge
August marked my 5 year anniversary at Automattic.This is a momentus occasion for two reasons: First, it's the longest that I've been at job in my adult life. My last four jobs before this were all in the 3-4 year span. I will say though, I hadn't...
Toddler Life Lessons
This past week has been a struggle. I've been working long hours and overnight shifts, leading to an unhealthy lack of sleep. Additionally, a few things have come up in my personal life to add extra stress to the situation. Today looked like that was all going to turn...
Working in CS made me a worse customer
I've been working in the Customer Support / Custom Service realm now for well over a decade. During that time I've learned and worked on becoming more empathetic and understanding on customers. I've learned how to understand what customer's truly want/need. As well as...
April Memories
I'm up to 38 rotations around the sun now. https://videopress.com/v/qeKLU9ip?preloadContent=metadata
March Memories
This time of year, I always feel it the most as Winter drags on. I hate the cold, I hate being cold, and the shorter days really drain me.Luckily I have a pretty awesome family to cheer me up!
Things that make me happy. January Edition
Things that make me happy
Because #2020 needs more smiling
August In Review
It was a fantastic month! August In Review
Remembering the good in the world
This year has been tough, on everyone. Pandemics, global disasters, economies crumbling, social unrest... The list goes on. This year (2020) has become sononymous with "shit". It's the year that no one wanted and that everyone wants to end. As a result we are all on...
Un-Socializing – to be more social
A year ago, I decided to make a concious effort to spend less time on social media. Why did I do this? Did my plan work? Will I keep this up? Unplugging: My life, as with many people now, is centered around being online. I work online, I play video games online, I...
My happiest birthday ever!
This past weekend was my favourite birthday party ever. My daughter, Willow, turned one! It wasn't much of a "Party" as no one got invited over, thanks to COVID-19.There wasn't a lot of food.There wasn't even a big pile of gifts.Despite all that, it was my perfect...