Consistency

Most of us are wrapping our year end. Time to do reflection.

Look back. Look ahead.

Review of OKRs or Review of V2MOMs.

One year come and gone. We all live on a fast lane nowadays. Yet we miss the big picture sometimes in that fast lane.

Slow down.

Slowing down can help you get to your destination.

You can get there with more joy. You can get there safely. So slow down.

Let's slow down and celebrate and be grateful what you have achieved.

Celebrate that moment with your customers. Give high fives to your coworkers. Share your goals with your leadership in good spirits.

I am celebrating my 12th edition of my article for Customer Support insights this edition for the year.

Over 750 subscribers in the first 12 months signed up to read me type like this.

I am doing this for myself because I enjoy writing about topics I care.

I am doing this for you all because sharing is caring.

I am doing this to be accountable and consistent.

So how can we apply this to customer support operations?

Well - start looking at your OKRs or V2MOMs - there is a reason why you did them. Do you need to adjust your goals?

Seek ideas from your team on your next year's goals! Folks on your team and floor have ideas.

I asked my team in my remote video message how can we improve even more! Few folks already chimed in with good ideas we will review and discuss those to see how we can roll those ideas out using change management best practices starting with the answer to why question.

So my ask is to all support leaders - ask the valid questions.

Be comfortable being uncomfortable this year. You do not have to have all the right answers but you should ask the right questions.

Funny moment - embarrassing maybe event.

In my leadership meeting for brainstorming huddle meeting, in 90 minutes sessions to prepare a solution around 24x7 support and how we can calculate our capacity and position our support teams as value center, I asked my two awesome leaders a total of 69 questions ;)

So maybe do not ask that many questions but you can start with a few. Then know someone might say something and that will all come together.

Encourage that type of environment in your teams.

Support teams are a great source of info.

Customers call support teams with ideas.

Customers email support teams with potential upsell opportunities.

Customers chat support with product concerns.

All of that can help the company to be better. Better in terms of a place to work. Better in terms of a company to do business with. Better company for investors to love to invest.

I am not saying customer support is cure for all.

However, it can be a starting point.

Read this article again - share it with your executives.

We can really make an impact if we start listening to your customer and your employee conversations regardless where it takes place.

Wishing you a beautiful, peaceful and happy 2025.

Start your wish list now and execute now. Do not wait till January 1st. It is just another day.

Nothing but present time to start something.