Hey there, I’m Lesley. Welcome to the latest issue of Failing Forward — A weekly newsletter sharing my experience as a bootstrapped co-founder.
There’s no bravado here. I fear failure, just like you. I write this newsletter to remind us both that failure is not just okay, it’s often the best way forward.
Learning about customer support
No one really talks about customer support when building software.
The exception being when they complain about having an overwhelming amount of it.
Or when hiring their first employee, which is usually a support person (because of exception #1).
As a result, I’ve never really given much thought to customer support till now.
And in typical founder fashion, I’ve had to dive into the deep end of the support pool, despite not knowing how to swim.
In this post I try to organise some of my early thoughts and takeaways around this topic.
You might find it helpful if you’re just beginning to get support tickets too.
I’m building Newsletter Glue — an email newsletter platform on WordPress with a Gutenberg-first approach.
Here’s what I got up to this week…
🔥 Highlights from this week
Our first premium blocks are almost ready!
Author byline: This lets you add your byline to any post or newsletter. Really helpful if you have multiple authors for your newsletter. Or if you just want to give it that professional publisher feel.
Callout cards: This lets you add borders, colours and more to a block — directly in the editor. Great for adding a footer or call to action at the end of a newsletter. Or giving special attention to a sponsor.
💔 Lowlights from this week
I had some cabin fever this week, and was feeling kind of icky. But I’ve identified lack of exercise as the problem, and am going to run more next week.
✅ Completed this week
I believe one of the best features of Newsletter Glue is its ability to leverage reusable blocks to create newsletter templates. This might not be obvious to many users, so I made a series of videos to explain this.
🎯 Goals for next week
- Finish up our first premium blocks
- Start working on more premium blocks (up next: opt-in forms)
- Start building the newsletterglue.com site!
Worth a thousand words
Worth your while: Here are my favourite links from this week
Lori Gottlieb, clinical therapist and author of bestselling book, Maybe you should talk to someone, talks to host Noah Kagan about being kinder to oneself, the difference in how men and women approach talking about their problems, and how important it is to listen to your self-talk.
I also enjoyed hearing about her non-linear path to becoming a therapist, which started in Hollywood, took a quick detour through journalism and eventually landed her in the world of therapy. Listen to podcast →
Seriously, this car is beautiful. And it works. In place of a steering wheel, the car has a pulsating plate that passengers on either side can use to navigate. Watch YouTube video →
Read: Spotify’s CEO talks about the difference between Swedish and American culture, and his approach to meetings
In this interview with Daniel Ek, Spotify’s CEO and Co-founder, we learn how he keeps open hours and makes himself super accessible to anyone on his management team because he believes bouncing off ideas the moment you have them is the best way to allow ideas to flourish and let serendipity take place.
I also loved learning about his humility — he was all too aware that he didn’t know what he didn’t know, so he decided to shadow CEOs of other big companies to learn how they do it. For example, he shadowed Mark Zuckerberg. Read article →
This short post contains a lovely notion, one well worth remembering…
“At critical moments in time, you can raise the aspirations of other people significantly, especially when they are relatively young, simply by suggesting they do something better or more ambitious than what they might have in mind. It costs you relatively little to do this, but the benefit to them, and to the broader world, may be enormous.” Read article →
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