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Issue № 334

Be passionate about client relationships and compassionate about customer service.

Marry Your Clients

by Shane Pearlman · 5 Comments

Do you consistently work to stay engaged, or do you get comfortable with clients? With new projects, it's easy to make the extra effort. The longer you work together, the easier it becomes to feel satisfied with the status quo, while giving your best energy to the shiny new client. Rather than pretend this won't happen, prepare for it and create a strategy to combat it. Shane Pearlman shows us how.

Being Human is Good Business

by Kristin Smaby · 13 Comments

Customers aren't shy about shouting their experiences, good and bad, to the world via Twitter and Facebook. When you see customer service as a cost center, you risk treating customers as a liability. Yet, customers are a valuable resource: their feedback is integral to shaping your product and building your brand. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate, or, simply put, human.

More from A List Apart

Columnists

Nishant Kothary on the Human Web

The Politics of Feedback

We’re obsessive about collecting input from a wide range of potential users and stakeholders. But with such an onslaught of feedback, there’s always a risk of having your motivation and faith in humanity sucked right out of you. Sometimes, you just need calm critique from the few people who really get you. So which kind of feedback is best? The answer is both.

From the Blog

Personalizing Git with Aliases

Part of getting comfortable with the command line is making it your own. Small customizations, shortcuts, and time saving techniques become second nature once you spend enough time fiddling around in your terminal. Since Git is my Version Control System of choice (due partially to its incredible popularity via GitHub), I like to spend lots of time optimizing my experience there.

Routines Aren’t the Enemy

I recently read Greg Smith’s piece on Bocoup's blog about how they think about time tracking, including all the fascinating data about how your brain works to solve problems. It interested me a lot, since I've been thinking about not just how I track projects, but also how I structure my day as a freelancer.