"THAT'S MORTALS FOR YOU, Death continued. THEY'VE ONLY GOT A FEW YEARS IN THIS WORLD AND THEY SPEND THEM ALL IN MAKING THINGS COMPLICATED F...
Instructions and script written by Al. Reviewed, edited, and tested by Christine. This script automatically inserts a 10-minute buffer after your meetings to help you reorganize and take a break. Quick Setup Create Script: Open script.google.com , create a New Project, and paste the code below. Add API: Click + next to Services (left sidebar), select Google Calendar API , and click Add .…
Instructions and script written by Al. Reviewed, edited, and tested by Christine. Overview This script automatically mirrors your personal Out of Office (OOO) events to a shared team calendar so you don't have to manually create duplicate entries. Key Features Auto-Update: If you rename your OOO or change the duration on your personal calendar, the shared entry updates automatically. Auto-Cleanup:…
TL;DR The Challenge: GTM teams were working in silos. While everyone was trying to help the customer, they were doing it in their own ways without unity, leading to messy handoffs and a lack of visibility into the customer journey. The Fix: I mapped the entire Sales Cycle journey to find 124 friction points, then migrated 6 teams into a rebuilt HubSpot UX with standardized data governance and…
TL;DR The Challenge: Help docs were trailing a month behind launches, leaving customers confused and Support blindsided. The Fix: Built a documentation pipeline using Jira, GitHub, Contentful, and Slack to bridge the gap between Product and Support. The Win: Reduced doc turnaround time by 80%. Help docs now launch with the product, reducing tickets and friction. 🔍 Behind the Scenes: Closing the…
When I worked in customer support, we had a rule to always ask clarifying questions . This helped us truly understand what problem the customer was trying to solve. Getting on the same page was important. It meant we didn't waste any effort doing work that didn't matter. When I transitioned to business operations, I noticed that a lot of internal communications were based on assumptions. I think…
In March 2025, Mercer Smith and I chatted about my career arc from support to ops. I’m forever grateful for my time in support, dealing with tons of technical issues and often managing customer emotions. Customer-facing folks are some of the best problem solvers and customer experience advocates, but often underestimated and under-appreciated. Check out my story on the Escalations newsletter
Pointless processes are a waste of everyone's time. It might not have been intentional. It might be a legacy process that was never revisited. But regardless of how they came to be, processes that doesn't produce results create unnecessary complexity in our work lives. Consider how processes often multiply: One event triggers an over-reaction, which becomes standardized without considering the…
Finding the right tools for your team isn’t easy. You need to have a mix of strategy, rational decision making, good judgement and some intuition. In this guide, you’ll learn how to pick the right tools for multiple teams and get buy-in. We’ll walk through how to: Navigation Identify the problem. Measure the problem. Convince leadership. Get a team of workflow experts together from each team.…
There are ways of thinking that I use consistently to solve problems. These are my design principles, which may change as I go through life and work. A human-centered designer knows that as long as you stay focused on the people you’re designing for—and listen to them directly—you can arrive at optimal solutions that meet their needs. — IDEO Design Thinking Designed with the people who will use…
TL;DR The Challenge: Six different teams were tracking work in nine different places, creating a nightmare for Finance and Managers. The Fix: A central hub in Monday.com integrated with HubSpot and Zapier to automate key parts of project creation and management. The Win: Consolidated 9 tools into 1 and freed up over 600 working hours every six months. 🔍 Behind the Scenes: From Silos to Systems 1.…