The FT Word – March 2013

The FT Word

The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers.


Welcome to the March 2013 edition of the FT Word. Topics for this month:

  • 20%. Is your company using social media beyond pure marketing efforts? Gartner predicts that such companies will enjoy above-average revenue growth. Seems to me that support organizations can lead the way to success here…
  • Communicating strategic information. Turns out that strategic news must come from the top. All-hands meetings are a challenge in support organizations, but well worth holding.
  • Handling online zingers – professionally. When negative comments are made online, you need a light touch and a speedy approach. (And we can help you train your team on how to proceed!)

FT Works in the News

Come work out with me — at TSW

Adam Rypinski of Juniper Networks and I will be hosting a popular Workout session at the upcoming Technology Services World conference in Santa Clara, CA on May 6-8 on the ambitious theme of Using Customer Surveys to Effect Culture Change. This is what Juniper did, with a little help from yours truly, when it dug into customer satisfaction surveys to identify the specific levers for customer dis-satisfaction, made various changes including a massive soft skills training program (that’s what I helped with), and was rewarded with months of increasing satisfaction ratings and a 50% decline in resolution time. Take a bow, Juniper.

So join us. It will be fun and Adam will tell you how you, too, can be a support hero.

FT Works will also have a booth at the conference. Come visit!

The Third Tuesday Forum returns…

After a long winter hibernation, The Third Tuesday Forum will return on Tuesday (right?) April 16th with a special panel on Managing your Support Career. We will have a panelist with senior support responsibilities, one who transitioned outside support, and yours truly representing the consulting option. All that managed and orchestrated by David Kay as our emcee. Don’t miss it, register now.

Last call for ASP’s Website Awards

Today is the last day to apply for The Association for Support Professionals’ “Ten Best Web Support Sites” contest. I will again be one of the judges.

If you miss the deadline, you can always improve your website with a makeover by FT Works.


Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.

Françoise Tourniaire
FT Works
650 559 9826

About FT Works

FT Works helps technology companies create and improve their support operations. Areas of expertise include designing support offerings, creating hiring plans to recruit the right people quickly, training support staff to deliver effective support, defining and implementing support processes, selecting support tools, designing effective metrics, and support center audits. See more details at

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  • Francoise Tourniaire Reply

    I heard from some readers who said that they were having trouble posting comments. If that’s the case, can you kindly let me know ( – and please specify the browser you are using) so I can research the issue further

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