Writing
Short notes on operations, customer service and writing.
- Growth is a system that runs without youWhat stayed with me after a year of scaling a marketplace channel: the result was not the revenue, it was the fact that the team could run it without me.
- Automation that people stop noticingMost automation projects fail because they start with the tool. Three questions to ask first, and the two things worth automating in customer service before anything else.
- Lazy notesThe simplest kind of writing there is, and why it is the one that actually gets done.