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How I Prepare Before Important Conversations

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

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What I’ve Learned From Writing Documents: A User-First Approach

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

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Things I Pay Attention to When Interviewing for a Customer Delight Role

When interviewing someone for a Customer Delight or Support Specialist role, especially in the WordPress ecosystem, I’m not looking for a walking documentation archive. The role demands technical awareness, yes — but more importantly, it requires clarity of thought, empathy for users, and comfort working in ambiguity. Over time, I’ve learned to focus less on

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