Lessonly Ideal Team Player's Value: We inspire others to do better work

  Observation created over 4 years ago

Featuring:Brea D.We inspire others to do better workWe have difficult conversationsCustomer Service

https://lessonly.zendesk.com/agent/tickets/9840

This was a tough ticket to read through. Promises being made, technical investigation being done, direct customer interactions, and high emotions.

Everyone was trying their best to communicate and do what is best for the customer.

However, I want to speak specifically about Brea's response.

First, the little not that she put in on 8/20 that let everyone know that she is reviewing and creating a response was excellent because it let everyone know that the delays that had been seen up to this point, weren't going to happen with her.

Then, as many great leaders do, she stopped the blame game and absorbed it all herself. Acknowledging the frustration and focusing all of the "heat" towards herself. I imagine she did this so that Jackie and Noah would not feel attacked, and she knows that blame is unproductive and counter to a psychologically safe environment. This is tough to do, but often defuses a situation and allows real progress to be made.

Then she went full NVC by acknowledging the observations up to that point and adding much more context to the shared pool of understanding. This is a vital aspect of "Mission Control", in that sharing information is key to great decision making.

I also loved that she referenced multiple systems and discussed what their intent was, and what changes we'll make to them to continuously improve them going forward.

Moving forward, we are attempting to establish consistency and clarity around tiered support, so there is no confusion for those we serve and the least amount of risk to the product we create and provide to clients.

Love this sentence, because it puts everyone on the same side.

Finally, the importance/value of a tl;dr can't be overstated.

This was a nearly perfect response. My only note would be to be explicit about what "these changes" means, given so many different things were discussed throughout this thread.

Excellent work Brea... this was fantastic!

  Observation created about 5 years ago

Featuring:Josh F.We inspire others to do better workBug Writing

While going through some of the errors coming form Honeybadger, I encountered an error on which Josh had provided some great level of details and context a while ago. He pointed out why the issue happened, left some notes after he attempted to reproduce the error locally, and linked the error to other ones that could be related. Not only that, but he also followed up with a great Clubhouse story! I think this is an exemplary error triaging! Thanks Josh!

Link to the error page: https://app.honeybadger.io/projects/37537/faults/37024875
Link to the clubhouse story: https://app.clubhouse.io/lessonly/story/25020

  Observation created over 5 years ago

Featuring:Noah B.We put learners firstWe have difficult conversationsWe ask clarifying questionsWe get agreementsWe recognize the opportunity in challengesWe inspire others to do better workWe don't wait to be told what to do, we take initiativeWe challenge ourselvesWe represent Lessonly positively in the communityWe critique, we don't complainImplementation engineerTechnical investigatorTier-2 escalation engineer

Noah has been with us for a little over 6 months at this point and in that time, he's done a great job developing relationships with the rest of the company, going out of his way to help both customers and our internal folks resolve issues, and helping improve the escalation process. He's done such a great job that folks outside of our team have sent me messages about how helpful he's been. Here's the latest from someone in the company: "Noah has been killing it! He is doing an awesome job, especially with a few difficult customers lately. We appreciate him and his hard work SO VERY MUCH!!"

Thank you, Noah for your empathy, patience, and the initiative you take to help everyone do better work 🎉

  Observation created over 5 years ago

Featuring:Raphael A.We put learners firstWe inspire others to do better workWe don't wait to be told what to do, we take initiativeWe put the team before ourselvesCopywritingFeature Documenter

Documentation is vital for a software company. That is true for all aspects of our app but particularly user management. Lessonly cannot exist without learners, so the action of making it clear and easy to get users into Lessonly is important. Even though I know all of that creating documentation can be seen as the least fun aspect of software. It is more fun to build new stuff than to write in painstaking detail about the stuff you just built.

With all of that being said, it only makes what Raphael did more impressive. We recently wrapped up the development of SCIM for OneLogin. We were left with the documentation piece. I tried my best to get it started but we reached a point where we had to set the JSON user schema and I was lost. Raphael (who got involved late to the project) was able to familiarize himself with the code base and write some killer documentation (found here: https://docs.google.com/document/d/1zaEPLM1wtiDHBth9owIG29R2c-3oYWq04jPtxvH-5P0/edit#)

This is the definition of a team player. Hopping onto a project and helping out any way you can no matter what. Raphael has always been game for these sort of things but I was reminded again by this.

  Observation created over 5 years ago

Featuring:Ethan M.Joseph A.Joshua A.Waseem D.We ask clarifying questionsWe get agreementsWe inspire others to do better workCommunityDesign CollaborationBack-end engineerFront-end engineerDiscovery engineerEpic shaperStory shaper

I am grateful for how these 4 have been communicating on this project. This is a complex project for a variety of reasons. We are splitting up the frontend and the backend. Linking elements in our app is a difficult endeavor. The way these four have communicated to one another and to me has been such a joy. Whether it be Waseem posting killer updates in the channel, Joshua and Joseph presenting their findings on technical deep dives, or Ethan walking me through expectations on epic breakdown, everyone has chipped in to really get this off the ground.

I have been inspired to bring the level of clarity I have found here in other aspects of my job.

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