I’ve always believed that helping a customer isn’t just about finding the right answer. It’s also about how you make them feel along the way. Think about the last time you contacted customer support. Maybe something wasn’t working. Perhaps you had already tried a few things, or you wanted someone to explain what was going
What Is Customer Delight? It’s More Than Just Good Customer Support Read More »
Over time, I’ve started to think that there is a subtle difference between customer support and customer delight. Customer support is about solving a problem. A customer reaches out because something isn’t working, they have a question, or they need help figuring something out. Our job is to understand the issue and help them get
Customer Support Solves Problems. Customer Delight Builds Trust. Read More »
I’ll be honest. I was a bit sceptical before I went. A massive gathering, people from all over the world, representing the Astra team at one of the biggest open source events out there. It sounded exciting on paper. But I wasn’t sure what to expect from myself in that setting. What happened over those
What Three Days at WordCamp Asia 2026 Taught Me About Showing Up Read More »
I hear this question a lot — what exactly is healthy living?Is it six-pack abs? If yes, I’m out. I don’t have one.But I do work out. And more importantly, I live well. Here’s what healthy living means to me: no extremes, no drama. Yes, I eat out.Yes, I enjoy it.I just keep portions in
What Healthy Living Actually Looks Like (At Least for Me) Read More »
Every year, I sit down to write this and realize the same thing — time doesn’t slow down, but awareness can. This year wasn’t about dramatic pivots or loud wins. It was about showing up, moving consistently, and stacking experiences — professionally, personally, and creatively. Here’s a look back. Starting 2025 With a Vision Board
From Vision Board to Momentum: My Year in Review 2025 Read More »
I’ve found it useful to occasionally pause and name the things I’m actively working on — not goals, not resolutions, just areas where I know there’s room to improve. This isn’t a definitive list. It’s simply where my attention is right now. Listening Without Pre-Planning I’m trying to listen without simultaneously preparing my response. Especially
What I’m Trying to Get Better At Right Now Read More »
Over time, I’ve learned that the quality of a conversation is often decided before it begins. Important conversations — interviews, feedback discussions, product reviews, alignment calls — don’t benefit from over-rehearsal. But they do benefit from intentional preparation. My approach has become simpler and more deliberate with experience. I Start by Getting Clear on the
How I Prepare Before Important Conversations Read More »
For a long time, I thought consistency meant doing the same thing every day, without fail. If I missed a day, I assumed something had broken. Motivation. Discipline. Commitment. Over time, that definition stopped holding up. What I have now is less rigid — and far more sustainable. Consistency Isn’t a Streak The biggest shift
My Relationship With Consistency Read More »
For a long time, I thought writing documents at work was mostly about documentation. Capturing decisions. Writing specs. Leaving a trail behind. Over time, I’ve learned that good documents aren’t really about record-keeping. They’re about reducing cognitive load for the person reading them — especially when that person isn’t you. That shift changed how I
What I’ve Learned From Writing Documents: A User-First Approach Read More »
Most workdays don’t fail because of lack of effort.They fail because of misplaced attention. There’s always more to do than time allows — tickets, messages, reviews, calls, follow-ups. Over time, I’ve learned that deciding what to work on first matters more than how fast I work. My approach isn’t perfect, but it’s intentional. I Start
How I Decide What to Work On First Read More »
