Nicole is Not Here to Fix Your Plumbing
Nicole Crayne, self-proclaimed "Chaos Wrangler," chats with Mat about what it takes to build curiosity into a team — trust, slack time, and a disciplined approach to asking "why." Subscribe to The Supportive in your podcast player (or via Spotify and Apple Podcasts), or watch the full episode below. Every episode this season will also be on video, so please subscribe to the Help Scout YouTube channel for notifications if you prefer that mode.
Some key moments
(1:07) Meet Nicole, support professional with Saffire
(4:14) What "leading with curiosity" means to Nicole
(19:25) Trust matters internally as well as externally
(22:26) Nicole turns "we don't have a knowledge base" into her own project
(28:50) "I'm not here to fix your plumbing, I'm here to serve you."
Too long, didn’t watch? Here’s a concise version
Curiosity can come from policy. You can purposefully create an environment that allows creativity to flourish.
Build trust internally. Be curious towards your colleagues' needs, not just your customers'.
The best service doesn't mean doing exactly what you were asked. Nicole's plumber dad made a business specialty for himself by finding ways to be more helpful.
Links from this episode
Find Nicole on LinkedIn
Visit Saffire, where Nicole works, offers all-in-one ticketing, websites & support
Read Mat's original newsletter that Nicole reacted to
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Mathew Patterson
A veteran support leader, Mat spent years teaching better online support at Help Scout before founding More Human Content. Subscribe to The Supportive or find him on LinkedIn.
