Dave Becker

Disappointing to see @PhillyH2O employees littering in the @qvnaorg neighborhood they are supposed to be supporting (100 block of Christian) I asked him to pick up his trash. He told me to mind my business. PWD, can you please look into this?

@jasonlk So real Thank you for sharing what I always want to scream

The other day, I had another NPS-destroying interaction. A vendor that I loved asked me to do a case study. It was a busy time, but I loved the product, so not only did I carve out a full hour for the case study, but I had to rearrange my whole afternoon. So I really lost a half day to do this case study. I prepped. I shared fun stories. I made them look great. And then, at the very end, the marketer doing the case study told me, “I will let you know if we decide to use any part of it.” Dude. I basically gave up half a day to help a junior marketer with a case study that didn’t remotely benefit me at all — and maybe you’ll use it? NPS from 70 to 0, once again. OK, one more. :) Over the holidays, I found a new vendor for SaaStr. I spent days trying and deploying the app. And then I ran into a wall. A feature didn’t scale as expected. So I hit chat. It was the holidays, so their chat said don’t expect an answer for a week. A week?? Yes, the app is very easy to use. But I dedicated days of my time. Now I need to wait a week for help? NPS 70 to 0, once again. My point is great support is far more than solving a problem here or there. And importantly, even if you do a lot of things well — one bad piece of the customer experience can ruin even the best elements of support: 1️⃣ The experience as a prospect and with sales should be great. No break-up emails, no pricing games, no drama with sales. 2️⃣ The onboarding experience should be great. Don’t fall down here. It doesn’t matter if your product is so easy to use, almost everyone needs some onboarding. How good is yours? What % of your customers are 100% deployed at the time they paid? Or within some short period? 3️⃣ The chat has to be fast and effective. Bots are fine. But chat has to solve my problem — fast. A wiki and a spinkling of AI are not enough in many cases. 4️⃣ Pricing can’t randomly go up. That just breaks the relationship. Don’t make me loathe that renewal email. 5️⃣ If a customer does you a favor, they deserve 5-star treatment for life. Don’t forget the folks that joined your webinar, did a case study for you, etc. Don’t forget because they won’t. 6️⃣ Customers should know who their CS rep is immediately. And always have someone there to help. If you don’t get CS help on Day 1, it’s not really there. 7️⃣ Don’t hide downtime or bugs from customers. Especially when they see them. Don’t claim it’s “lag” or “a few customers may be impacted”. Customers know. Especially the ones that have built software. 8️⃣ You may actually need to answer the phone. Yes, some customers just want to pick up the phone for help. It’s frustrating when you can’t get a hold of anyone. Map your customer journey from first contact through year 10. Map out each possible interaction. And see what you can do to improve all of them And make sure when you reach out, do NPS surveys, etc. … you ask which part is weakest. It probably will surprise you. One weak link can undermine even the best sales, support, onboarding, or success teams.

As a #phled parent, @jerrytjordan legacy to me is still... Threatening to strike on the first day back after 18 months of @PHLschools virtual schooling Still can't believe he did that

.@Eagles putting in as much effort as a 2nd term Jim Kenney

@bcgp I ride this street every day. Crazy how long this is taking

What's happening with 13th street? There's new asphalt but still no line striping or flex posts. Take a look to see what we know: bicyclecoalition.org/status-of-the-…

@jasonlk Savage

When you get tired, and settle on a mediocre VP You also settle on their 10-15 mediocre hires to come

@vkhosla The best people we've hired at our tech startup are English and Liberal Arts majors. Clear thinkers. Excellent communicators.

Most english majors lack a goal or a purpose. Why else would you major in your native language

@johncecilprice Not sure about 30 years, but certainly the last 10. Biggest difference is the number of unoccupied storefronts. Maybe 50 percent? And it's getting worse. Like all things that struggle in Philly, feels like a lack of leadership with the SSHD. (By the way, I live 2 blks away)

South St is a deeply troubled place. It hasn't been safe in well over 30+yrs. You can't police South St or know who's illegally armed there now As police investigate deadly Society Hill shooting, neighbors blame businesses for attracting illegal activity share.newsbreak.com/47h5s228

@FarFarrAway Jim's Steaks

What's something that's not functioning in Philly or is closed off to the public that you'd like to see working and/or accessible again? Ex: The fountains on the Art Museum steps (not working) and the sidewalk in front of Independence Hall (still closed off).

@mr_saltz Actually both can be casualties

Just once I want these wonks to talk to the relatives of the 1.5 million people who actually died of covid and say to their face "The real casualties are test scores"

@BrianStudebaker @CampusESP @RuffaloNL Aww, thanks Brian! Couldn't do it without great partners like you! ⭐

I always enjoy listening to @Dave_Becker_ dropping knowledge bombs regarding prospective family engagement! #EMchat @CampusESP @RuffaloNL

Automation is not a replacement for determination

On a remarkable retiring #PHLed teacher - my face hurt from smiling after interviewing Linwood Stevens Jr. inquirer.com/news/philadelp…

@nextphlmayor Ah, the "pointing at something" photo op. Instant classic.

In a shocking turn of events… Mayor Kenney is present at a press conference within 12 hours of an emergency. But there are still so many unanswered questions that need to be answered: - where is the tanker? - who was driving it? - who owned it? - how did it crash/catch fire?

This is the absolute truth. Gen X for the win.

@DavidOhPhilly @chrispienkowski @PHLschools @PeopleforParker Thank you Councilmember. As mayor, what’s the biggest change you would make?

@chrispienkowski @Dave_Becker_ @PHLschools @PeopleforParker Thank you, Chris. I’m the only Councilmember to introduce School Reform bills. I introduced 2 bills. Neither reviewed enough support to even hold a hearing. As Mayor, I will begin to reform & improve public education in every neighborhood of f our city.

Virtual/no schooling for @PHLschools today because of air quality The last day of school for many seniors (grad on Mon). What a way to end their time in #phled. 18 mos of covid lockdown, threatened teacher strike, mis-scheduled holidays I hope @PeopleforParker makes big changes

@nolpost @PhillyParent @PHLschools @watlington_sr @PHLschoolboard @jerrytjordan @PFTLocal3 Marissa, no one is saying it's a "panacea", but when the leader of @PHLschools doesn't seem to prioritize in classroom learning, it needs to be called out. As @watlington_sr has said, there is a "crisis of confidence" inquirer.com/news/philadelp… Friday's decision doesn't help

@PhillyParent @Dave_Becker_ @PHLschools @watlington_sr @PHLschoolboard @jerrytjordan @PFTLocal3 No. Test scores fell for some kids. And some kids have always fell behind. Some kids thrived in virtual academically. Some transferred back to virtual. What is lacking are different plans that serve. In person classrooms are not the panacea to cure the reasons failing kids fail.

The School District of Philadelphia will shift to virtual learning on Friday, June 9, 2023. Visit bit.ly/3WUwLkk to learn what that means for District students.

.@PHLschools should have service that’s “as a really nice car dealership or Chick-fil-A” —@watlington_sr As far as I know, no Chick-fil-A or car dealerships were closed for air quality on Friday. #phled