I just finished reading First, Break All the Rules: What the World’s Greatest Managers Do Differently and highly recommend it. Very interesting group of studies…

One of the most striking things mentioned was how long an employee stays at a company depends on how their relationship with their immediate supervisor is. But I wonder how that translates to looser working environments when employees are remote. Or when they have more independence does that mean they are more their supervisor and they enjoy it more, or less?

Anyway, just some thoughts I’ve been thinking on plus how to improve the relationship between our customers and staff. As it’s hard to receive technical advice from someone when you are frustrated. We added photos and little bios to all our support tickets and online chat at Site5 and are working to further that. I think the next step is giving customers the option to upload their own pictures, bios, and other details so that our team feels like they know them too so that the anger and frustration is better deflected. Plus it makes it more fun to know what someone else is building, and what they are trying to achieve, and then help them achieve that.

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