Be So Good Your Worst Customers Love You

This has been (one of) my motto(s) in 2020: build customer experiences so amazing even your customers who aren't a good fit end up loving you. I had a call once with a customer who was struggling to use my company's product. This was an on-the-brink, about-to-cut-ties kind of call -- but as we were talking through options, he adamantly said: "You guys have been f***ing amazing." That's stuck with me ever since. The product didn't…

2019 in Review

In 2018, I recapped my year with a blog post full of memories. This year, I'm recapping my year with a more tangible exploration of growth: the things I accomplished, the ways I changed, the lessons I learned, my favorite memories, and the biggest things I'm carrying with me into 2020. The Things I Accomplished: Curriculum building: 2018 was the year I learned how to coach, and 2019 was the year I learned how to…

How to Be a Rockstar Community Manager

The ultimate guide to making your customers feel appreciated, making your product feel loved, and building a vibrant community. Are you as excited for this as I am? If the answer is yes, then I did my job — I got your attention and I got you pumped. In this case, I did it through sales (or maybe copywriting), but being able to grab people’s attention and draw them into your conversation is one of a community…

The Best Books for Building a Startup Career

When I landed my first startup job, I felt like I knew nothing. Actually, some days I felt like I knew less than nothing. I was nineteen years old, and my previous working experience consisted of tutoring homeschooled kids and picking apples for a living. I had no idea what a quarter was, let alone a KPI. I was excited and I was hungry and I had no clue what I was doing. I realized…

How to Make Yourself Irreplaceable at Your Job

Here’s the bad news: you’ll always be replaceable. People at companies are replaced all the time. Sometimes they’re fired. Sometimes they take new opportunities and move on, and the company’s left scrambling to find someone to take their place. People who appear to be the backbone of a company schism and go elsewhere, and the company still carries on. Even Steve Jobs, founder of Apple, was fired from his own company and replaced. If that…

How to Become a Coach

I was 20 years old when I took my first coaching session. On the outside I was smiling, relatively cool, relatively collected. I was acting the part of the coach. I was here to solve problems — I got this. On the inside I was terrified. I was plagued by questions — “Am I qualified for this? What if they ask me a question and I don’t know what to say? What if I’m not…

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