“It’s Just a Website, Bro”

Posted by Joel Mathew on Aug 24, 2018 9:48:53 AM

A while back, I was out on a Saturday in the city with one of my clients while we had another project scheduled to “go live” over the weekend. With that project in mind, I couldn’t focus on enjoying the beautiful day, the table on the water, the food or the drinks. My mind was on the new project launch and resulted in me not being the best dinner guest. The group I was with could see that I was preoccupied, especially when I got news from our development team that they were hitting a wall, and something was breaking down during the migration. I apologized to the group and explained that I had to leave so I could get back to a computer to oversee the rest of the process. My client, who is in the medical field, remarked “It’s just a website, bro. It’ll be okay”. I was taken aback by that comment, since as an existing client I thought they should understand the level of work we try to provide. I laughed it off and left.

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Topics: customer service, customer loyalty

Creating Joy

Posted by Joel Mathew on May 31, 2016 12:54:39 PM

This is my favorite picture. This picture, although blurry, stood out to me the minute I saw it. This is joy encompassed. This was one of the first events my family took my nephew to and we were having a regular uncle–nephew moment of me tossing him up in the air (the bow tie was just a bonus). He was grinning from ear to ear as he got tossed in the air and caught each time, his first time experiencing anything like that over and over again. The expression on his face showed me that there was literally nowhere else he’d rather be and he couldn’t possibly be having any more fun. This was joy in one snapshot.

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Topics: customer service