Dave Berner is building AI software to help small to medium law firms compete with the big boys in an AI age. He chats with Mat about using AI as a sounding board, keeping people in the loop, and how he thinks about career planning when so much of the fut... See more
As kids, most of us were taken to visit the doctor — despite the lies our parents told us about the power of apples to prevent it. For some kids, those visits were for really tough situations. Medical facilities can be scary, impersonal, confronting place... See more
When your kid has a life-threatening food allergy, every meal outside your home becomes a high-stakes test of trust. It’s intense, and the very opposite of those corporate retreat “fall-backwards-and-Greg-from-accounting-will-catch-you” trust exercises. W... See more
If nobody is complaining about your business, you’re just not reaching enough people yet. Complaints are inevitable, and they cannot (and should not) be avoided. They must be heard and handled. The service recovery paradox is proof that a well-handled com... See more
Chrissy Chavez is a senior technical support specialist on the Customers Team at Help Scout, working from Oahu, Hawaii. In this episode, she talks with Mat about switching support tools: why the urge to burn it all down and start fresh is so strong, why d... See more
