You Have to Slow Down In Order to Go Fast

2016 September 30
by Grace Boyle



I recently spent seven days on Cape Cod.

I slept many hours a night. I unplugged. I ate fresh seafood. I went wine tasting. I dug my toes into the hot sand and listened to the waves crash onto the shore. I ran to the beach by myself and let my mind wander and the endorphins climb. I read five books. I didn’t have anything planned and let the days unfold with ease.

Whenever I get time away like that I find myself remembering, “you have to slow down in order to go fast.” That reset is key for coming back recharged, refreshed and ready to get after it. It resonates with me now more than ever.


Photo is from iPhone 6; kayakers at sunset during our beach fire. Corn Hill Beach, Truro, Massachusetts.

Hiring From the Trenches

2016 September 26
by Grace Boyle

Over the last five years a big part of my role was spent hiring and building my customer success team. I personally hired 36 people during my time there varying in roles from customer success, customer support, services, and customer operations. I co-interviewed many other roles in marketing and sales and screened upwards of 200 people in my plight to find the right candidate(s).

When you spend a lot of your time interviewing and hiring people you see everything under the sun. But I came across six tried and true methods that worked for me that I wanted to share.

1. Video Screen: When you’ve decided to initially screen a candidate, instead of the traditional 30 minute phone call, ask for a Google Hangout or Skype video. Not only does it change the stakes, but you get a feel for their presence and see (literally) more than you might via phone. I’m big on non-verbal communication and it gives you a great chance to pick up on those parts. Look for things like eye contact, how do they react to difficult questions, are they taking notes, how do they present themselves?

2. Hiring Coordinator: Even if I wasn’t the ultimate hiring manager for my whole customer success group I served as the coordinator. I screened all candidates, scheduled interviews, scheduled internal discussions about the candidate the day-of, put together an email for all interviewees about the candidate coming in, etc. This work takes time but the extra thought that goes into this is helpful. Often you can get HR on your side to do this, but if that isn’t a resource available to you, designate someone to help aid in the planning.

I also want to underscore the pre-meeting with everyone on your team that is interviewing said candidate. Be sure to put together questions you want each person to cover, review who the candidate is (but don’t give away too much of your thoughts, keep it neutral) and expectations for the day. Keep everyone on the same page. Hiring is often a group effort, especially if you want team cohesiveness.

3. Exercises / Presentations: I was mostly hiring for roles that were customer facing, so we focused on building an exercise or presentation for each candidate in addition to 1:1’s throughout the day. We sent over the exact same parameters to each candidate in terms of what we expected and what we would be looking for. We kept is specific, but vague enough that their topic was open to their interpretation. It was interesting to see how varied the interpretation might be even though we sent the exact same thing to everyone.

We would fill the room with interviewers and key stakeholders from our team to “review” the candidate and watch. Often times, we incorporated role playing as difficult customers or not good participants (e.g. purposefully interrupting, maybe on our phone) to see how the candidate handled the challenges.

I know this isn’t easy for the candidate. It shouldn’t be a breeze. That’s the point. We want people that don’t get rattled, rise to the top, and shine. To be honest, this exercise always makes or breaks candidates. We’ve had plenty that were great in screens, and came in person for the exercise and crumbled.

I understand not every role might require an exercise such as this, but I encourage you to think about this part because it was always so impactful. Maybe it’s a writing sample exercise or building out their would-be 90 day plan. Have them do something.

4. Behavioral Questioning: The screens and resume are meant to validate the candidate’s experience. This is why I focus deeply on behavioral questioning. I want to know who the person is, how they react to situations, and I’ll also ask for scenarios and examples.

Here are some behavioral questions I like to ask:

  1. Give me an example of a time when something you tried to accomplish and failed.
  2. Give me an example of a time when you motivated other.
  3. Describe a time when you anticipated potential problems and developed preventive measures.
  4. Tell me about a time you were forced to make an unpopular decision.
  5. Give me a specific example of a time when you used good judgment and logic in solving a problem.
  6. Give me an example of a time when you did not meet a client’s expectation. What happened, and how did you attempt to rectify the situation?

5. Crowdsource Input: We built a simple form through Google Forms for feedback for each candidate. Responses were in one place, no matter the role, and we asked binary question like “Would you hire this candidate: yes/no,” but also gave room for more conversational such as, “Did you see any red flags? If so, please describe?” The hiring manager ultimately had the final decision, but this democracy of sorts gives good intel and feedback. This is a little easier than hallway chat and keeps everything in one place if you want to refer back.

6. If it’s a maybe, it’s a no: If you find yourself not quite in the yes or no camp with a candidate, that’s usually a no. Earlier on when I just started hiring around eight years ago, I was interviewing a candidate that I felt was a maybe. My boss looked me in the eye and said, “Would you want to be stuck in a spaceship with this person?” Immediately I exclaimed no! That may be the extreme, but experience, cultural fit, and connecting is important. We spend more time with these people than our own families. Make it a resounding yes.

***Okay, I said six, but here’s a bonus one that I personally care about. Look for gumption. Related to the behavioral questioning, I like to dig into their grit and how they work personally and professionally. I believe gumption is innate, and isn’t something that can be “taught”.  I look for things like how they take initiative, do they have other projects outside of their work, and their hunger and drive. References can help with this too but I can pick up on it right away. You’ve got it or you don’t.

hire character train skill

For further insight – Robert Pirsig’s Zen and the Art of Motorcycle Maintenance: An Inquiry into Values discusses gumption and he shares: “A person filled with gumption doesn’t sit around dissipating and stewing about things. He’s at the front of the train of his own awareness, watching to see what’s up the track and meeting it when it comes. That’s gumption.” 

Heidi Grant Halvorson’s, Nine Things Successful People Do Differently focuses on grit, similar to gumption and I love this description: “Grit is a willingness to commit to long-term goals, and to persist in the face of difficulty. Studies show that gritty people obtain more education in their lifetime, and earn higher college GPAs. Grit predicts which cadets will stick out their first grueling year at West Point. In fact, grit even predicts which round contestants will make it to at the Scripps National Spelling Bee.” 

Best of luck in your hiring plight! What else do you use when hiring? What has worked for you?

Four Podcasts I’m Loving

2016 August 29
by Grace Boyle

Podcasts are growing. It seems everywhere I turn a favorite author or public figure has their own podcast. I love the medium of listening (especially while I’m driving / commuting).

I’ve listed four of my favorite podcasts (of the moment) below that I hope you’ll also love. Although many people may enjoy these podcasts, I notice I have a bit of a lean on women topics (unintentionally).

InvisibiliaLatin for “invisible things” this podcast from NPR is about “the invisible forces that control human behavior – ideas, beliefs, assumptions and emotions.” I am completely enthralled by it. Hosts Lulu Miller, Hanna Rosin, and Alix Spiegel are charming, real, and relatable and tell incredible stories. They have two seasons and this is probably one of my favorite podcasts, ever.

Women Of the Hour: This is from actress/director/writer/comedian Lena Dunham who hosted this miniseries about friendship, love, work, bodies and more. I appreciate the informality of it (a lot of conversations), yet it was packed with interesting, inspiring stories, and real topics under the guise of women. It was co-produced through Buzzfeed which made it fun and entertaining too.

Strong Opinions Loosely Held: Hosted by Refinery29’s Elisa Kreisinger, she talks to today’s culture makers and rule breakers to try to solve the mysteries of our modern popular culture and often smart women’s opinions on them (e.g. is Instagram making us all into Betty Draper 2.0? Are there women on death row?). In particular, I love their digestible format – usually 10-15 minutes per episode which makes great listens on a quick drive or walk.

Magic Lessons with Elizabeth Gilbert: I read Elizabeth Gilbert’s book, Magic Lessons, and loved that she had a multimedia approach to telling more stories about aspiring artists who are looking to overcome their fears and create more joyfully. She talks to someone who writes into her about their artistic challenge/block, then brings in a guest expert like Martha Beck, Neil Gaiman and more to give advice and talk openly about the topic. I find it to be inspiring.

What else do you listen to and love? 

PS. I didn’t include Serial, because it’s so widespread but yes, I always am an active listener for each season.

Lessons Learned in Rolling Out Software

2016 June 27
by Grace Boyle

I’ve been in software and technology the last eight years and so I’ve had my share of teaching and training hundreds of customers on software, while also internally touching and using many tools and technology for my own successful management.

In my role as Director of Customer Success, I manage our technology stack for our team of 21 to use, to make their lives easier and better. This includes the likes of Salesforce, Smartsheet, Trello, and WebEx. Since we’re in Customer Success, we’ve made our way around Customer Success platforms (a nascent market) and after trying them all, we landed on Gainsight.

Gainsight, although powerful, is one of the most challenging tools I’ve ever setup and rolled out to a team. As I prepared for launch, I really tried to think through every scenario and I realized that software roll-out applies to a lot of business principles so I’ve outlined them below into three key phases of getting started, launch day, and retro. I’ll add in snippets specific to Gainsight, but this should mostly apply to any roll-out.

Getting StartedTo be prepared is half the victory.

  • Project plan, timeline, goals, and launch date. Work your way backwards from this plan. Make sure this plan is public to your key stakeholders and you have the appropriate buy-in you need. It’s important to be strategic when launching so you know what “success” means and that you and your team are getting value out of the tool. Don’t start with the how before you’ve got the why.
  • Lean into your vendor for best practices. Hopefully, the vendor can be an advisor and not just a tool, where they advise how to get started and answer your questions as you navigate the new water. Gainsight definitely had resources for us to ensure we had what we needed to get going. They heard from me a lot :)
  • Send calendar invites in advance for launch. I booked time with our team a month ahead for the training day and follow up trainings. Not only did this give them plenty of context, but they knew what was coming with clear agendas.
  • Over communicate the updates and timeline. I made sure to let the team know progress updates as we were nearing launch. This ensures there are no surprises.
  • Involve key stakeholders in decisions. A big part of getting started with many tools is configuration or setup. Because this is a tool that many people would touch, I involved the leadership and key stakeholders from our group (and beyond) to ensure everyone signed off on it. Getting their input shows you value their feedback, but also ensures it’s going to be accurate. I also chose two key individual contributors on the team, that gave good feedback and showed them Gainsight early on. They got to play with it and give me early feedback. You can think of them as your “power users”.
  • Give yourself enough time to do it right, not fast. In this case, the tool was a critical part of our day-to-day, so although we aren’t the types to take our time, I didn’t want to rush into launching this. It involved so many different people and groups, pending schedules, delays, hiccups, etc. it’s important to give yourself a buffer of time. Everyone, including yourself, will thank you in the long run. I chose a date a week out from the one I thought I would be ready by. That extra week helped with any loose ends.

Launch Day/Training: It’s ironic. I spent three months of prep rolling out Gainsight (about 75% of my working hours went to this for those months) and that included a three day onsite, their “Express” workshop at their offices. When launch day comes, it all leads to that, but it almost feels anti-climatic. The real work begins after the launch when they’re in the tool and the unforeseen comes to a head. Nonetheless, make launch day special. A lot of work went into it and you want it to go as smooth as possible so I treat it like an event or party I’m hosting, where I try to consider all sides.

  • Executive mandate. Bring in the person that purchased the tool, and who is ultimately, the group’s boss. Our SVP Ryan kicked things off explaining the why and how, and asking for everyone’s support during the learning curve. You can go blue in the face teaching people a new tool, but unless their management doesn’t require it or give context as to why it will help them, it won’t be as impactful or even worse, may not succeed.
  • Have guiding tenets. We have this when we roll out Kapost to customers. We outline good school of thought for launching and setting up Kapost. Things like: crawl, walk, run, I’m your project lead and will be your go-to resource, keep it simple to start, nothing is set in stone and we can make changes to ensure this makes your life better. I also was realistic knowing the team has used a lot of tools in the past, but this one was going be different (plus I infused some humor into that journey).
  • Bring treats. I brought fruit, croissants, and baked goods to get them through the long training. I also wanted to give back by thanking them for their time and commitment.
  • Laptops closed. Undivided attention was an ask from the beginning. I also let them know at the end of the training we would get into the tool, but please hold off from having them open until then.
  • Build a deck (that can be used after as a reference guide). I built a deck with Google Drive so everyone could access it after. I also used it as the presentation that outlined the agenda, expectations, and each area we were launching with on the day-of. I included a lot of visuals with screen shots, best practices, and videos (more on that below) in the deck, as well.
  • Create videos as a training channel. On each slide that included a key area we were launching with, I included a video that I made. The video showed them how to use said area and was another visual representation they could go back to later. I used Jing, a free screencast tool, and I highly recommend it.
  • Hand-outs and homework. I’m a fan of printing things. Call me old school, but people take notes anyway why not have it on a contextual piece of information. I wanted to be very explicit in guidelines so I made a checklist of homework in a handout (and digital) format. It gave them a list of resources they could use after the training and something to “walk away with” so they knew their next steps.
  • Whiteboard as a ‘parking lot’. I knew the team would have a lot of questions (this is a good thing!) and with a bigger group, you can often go sideways or down a rabbit hole. I addressed many questions because it should be interactive but sometimes I put items on a parking lot whiteboard to follow up with later. This is a fair tactic and just be sure you follow up with all of those items so the team continues to trust and value you.

Retro/Feebdack: This phase is really when the work begins, but people often front load the launch period and training, forgetting that you need to bolster a lot of support and feedback post-launch.

  • Create slack channel. We use Slack, so we created a channel just specific to Gainsight to ask questions and allow others to step up if they knew the answer. I also can send quick updates on my end.
  • Feedback loop. Be sure you have some way to capture feedback and let them know you’re listening. I created a Google spreadsheet with different tabs for each area of the app. I committed to checking it once a week, and answering / addressing all the feedback and questions.
  • Follow up sessions. Remember, the real work begins. They don’t retain everything shared in the first comprehensive training and that’s okay. I find that you have to repeat something seven times before it really sticks. I setup multiple open office hour sessions, follow up Q&A sessions, and feedback sessions from the team. I made sure the feedback session was separate from how things work and reviewing best practices too because it’s two different outcomes.
  • Iterate and be okay with it. Although I had key stakeholders sign off on setup and configuration, post-launch, we changed things probably everyday. When you’re really in the tool, you realize something may not work quite how you imagined. We have adjusted and tweaked things as a group, and luckily because I was enabled to do so, I can make all the changes myself. Just know that you don’t launch with a finished product and walk away.
  • Close the loop on homework. I did set specific dates for the homework, so alongside all the other things the team has to keep track of, I made sure to follow up with them as reminders for the homework and see if they had any questions. You can also gamify it and make it a healthy competition as some people will become clear leaders surging ahead.
  • Future state. I gave the team about a month to really dig into the existing launch plan we had. As an operations lead, I had to also consider what we wanted to expand to for next steps with Gainsight that we’re called Version II. I’m using the same above mentioned methodology to get input and feedback, while also ensuring it meets our strategic initiatives as a company. I believe in always innovating and being the “best” user of Gainsight so we definitely push the envelope.

As a final rule of thumb, I think it’s good to be ego-less. I didn’t build Gainsight (or any of the other tools the team uses) but sometimes it becomes your “baby” because of the time and consideration you spent working on the roll-out. People will have all kinds of opinions, some will be difficult, some will be supportive and it’s absolutely part of the game. Being able to balance many balls at once and stay calm is part of what I do. Also, staying open to the path changing and realizing that not everything will work out as you planned is very important. It’s life after all.

What about you? Have you rolled out a tool to your team? How did it go? What other tips do you have?

30 by 30: The Lessons

2016 April 29
by Grace Boyle

I always thought 30 was super old. I couldn’t really imagine getting there either. Then as each year in my 20’s ticked upwards, it felt less elusive, and more like a decade I couldn’t wait to dive into. Also, totally not old.

I recognize in 2016, 30 looks different for me than it did for my parents when they turned 30. I’m not married yet. I do not have children. I’m exploring and traveling more than ever. I’m expanding my fulfilling career as a #girlboss, and far from what some might call settling down (even though I do live in house with my beau and our two dogs).

As my 30th birthday month has come and gone (March), I couldn’t help but reflect on the 30 things I’ve learned thus far.


My 30th birthday weekend in New Orleans, with my man. Both tired and hungover here, but always giggling.

Where I am today, compared to when I turned 20 seems like light years of difference. Yet, I am still me. Which is perhaps the most grounding.

Here’s what I’ve come to know to be true:

1. Having merit, being trustworthy, and giving someone your word is everything. Don’t take that lightly. If you don’t take it seriously, don’t give your word. Show up when you say you’re going to show up. Flakiness is lame.

2. Friendships – my girlfriends – are just as important as they were when I was 20, to today. Don’t get too distracted by those dates or casual guys/girls who don’t last. Friends are where it’s at, and their support and backbone will always be at the cornerstone of your life. Make time for them.

3. Related to number two, I subscribe to Shine Theory, “I don’t shine if you don’t shine.” Surrounding yourself with successful, powerful women is something you do when you’re confident, and proud to call those women friends (versus resent them or be jealous). Ann Friedman shares: “I want the strongest, happiest, smartest women in my corner, pushing me to negotiate for more money, telling me to drop men who make me feel bad about myself, and responding to my outfit selfies from a place of love and stylishness, not competition and body-snarking.”

4. Study abroad. Get out, travel. There is no reason to not spread your wings while you are young. Sure, you can travel throughout your whole life. But the less responsibility, the better. Go see the world. Seriously.

5. Don’t compare your beginning or middle, to someone else’s end. We all are at different paths and who cares where someone else’s life has ended up, compared to yours? Expectations are rarely as they seem and it’s okay if they’re not met. Go with plan B, C, or D.

6. For me, love was storied in my 20’s. I had four longterm relationships over the last ten years. Heartache is inevitable. Although I never meant it to be exploratory, it’s often a time when you are learning, and figuring out who you want to be as a partner, trying to understand what works or what doesn’t and what your deal breakers are. Don’t use your 20’s as an excuse to not take care of someone else’s heart. But also know, you may not always succeed. That’s okay. Learn from it. Apologize. Forgive.

7. Laughter has and always will be the best medicine. Keep it coming.

8. You’re never too old for a pajama party sleepover with your best girlfriends.

9. Asking for what you want is powerful. Sure, you may not always get what you want but being explicit can set us free.

10. Be open to the journey. I would never have thought this is where I would be when I turned 30 (or who I might be with). We can never know where we may end up and don’t try to predict it.

11. Standing up for what you believe in is sexy. Don’t go with the norm or what’s “cool”. You do you. This is attractive and the best way to live.

12. The nice guy doesn’t always finish last. Watch out for those nice guys (that really are so much more than nice, you’ll see). Really. The “bad boy” is not what it’s all about.

13. You begin to realize that as you grow into adulthood, your parents are human just like you and make mistakes. The older you get, maybe you’ll get closer, and realize your divide is less. On that note, don’t blow off your parents or grandparents for that matter (if they’re still around). You don’t know how long they’ll be around (or anyone for that matter). Make the time.

14. Risks are worth taking. Hardly are the falls ever as bad as we think. I find I worry more about things, that never end up happening and the 5% “worry” that does come true, I have come out alive.

15. Love openly. Kiss more. Dance when you feel it in your bones. Give long hugs. Look people in the eye, yes, even strangers. Smile.

16. Take care of your body. No longer do I lay out in the sun for hours without sunscreen. My hangovers are worse too. Your body is your temple, and you are what you eat. I indulge with the best of them, but taking care of myself internally and externally has become imminently more important.

17. Saying no is okay. Say yes to only the things you truly want to do and make your heart sing. Don’t say “maybe” or be wishy washy, just say no if it’s your truth. It helps everyone in the longrun.

18. Show up when you say you will. Period. The people in my life do. Those that don’t, slowly start to fade into the distance. We’re adults, start acting like one.

19. Make time for self reflection. I feel like much of my 20’s was a roller coaster, going at top speed. Now I like to make time to go on solo retreats, more yoga, more meditation.

20. This one I stole from Glamour’s 30 things every woman should have and should know by the time she’s 30″(I highly recommend it). You should own: “a set of screwdrivers, a cordless drill, and a black lace bra.” Amen.

21. You are the author of your story. Nothing else gets to define that but you (despite what other people may say).

22. Get savvy with your money. See a financial planner. Learn how to budget. Invest perhaps. Lean into a 401k or RothIRA if plausible (both of which I have, but had to learn a lot about in my 20’s as I stumbled through it at first).

23. Have hobbies. I always find it odd when people don’t do anything else outside of work. It’s important to have things that you enjoy, where you can hone your craft, and expand your mind and body. For me, I’ve got: traveling, food blogging/writing (I call it a “jobby”), hiking, snowboarding, uncovering music, fly fishing, yoga, dogs, gardening, DIY-ing around my home, reading, scouring to find the best new restaurant (to name a few).

24. A lesson that was hard for me to learn, was being completely honest with myself – at all times. I would procrastinate big, challenging decisions even though I knew deep in my bones it wasn’t right for me. When you set yourself free, and are aligned with who you are, it is the most freeing experience. For everyone really.

25.  I know nature isn’t for everyone, and that’s okay. But for me, getting outside with no building or skyscraper in sight is everything. Getting mud/sand/grass between my toes, laying lazily and looking up at the sky, camping under the twinkling stars, listening to the wind and birds chirping alongside a running mountain stream – all these things make my heart soar.

26. Be accountable. Stop blaming other people for your experience, your feelings, your [fill in the blank]. Take some responsibility. Maybe that might have flown in your 20’s, but nah…not now.

27. Be an adult. Unnecessary drama seems so high school, but unfortunately, I see it all the time. I surround myself with people where that’s not the norm, and be open to talking honestly. Those that avoid confrontation just can’t get through life.

28. Own furniture that wasn’t purchased from Craigslist and/or taken off the curb of the road. I’m all for budgeting, hand-me-downs, buying used, etc. but there’s something to be said about a great piece of furniture you earned and own. Not until my last year of my 20’s did I finally get rid of the from-the-curb couches I had and bought a beautiful matching set. I can’t tell you the amount of times I get compliments on these houndstooth beauties, and the number of times we sit and lounge on these are worth it on its own. Just part of growing up.

29. Learn to trust your intuition. Never has my intuition or gut been off. Long gone is the time where I shove away what I feel deep inside of me. Listen to that voice! And honor it.

30. Know when to walk away and when to dive in head first, arms wide open.

My Favorite Reads of 2015

2016 January 8
by Grace Boyle

I set a goal in the beginning of 2015, to read two books a month and nail 24 books by the end of the year. I will admit, it came down to the wire (as in December 31st) but I’m proud to say I did it. Not to diminish my 24 books in 2015 (which was a busy year!), but in 2013 I read 27!

I love reading. This was a joy to accomplish, but it had its challenges at times. I had to be conscious to read at times where instead I might have diverted to diving into my phone or doing something else. Another difficult rule is that when I start a book, about 99% of the time I finish it even if I didn’t want to. It helped me with focus and also hone in on what I love or don’t love in books. If there were the few books I started in 2015 and couldn’t for the life of me finish them, I didn’t count them.

GoodReads puts together a nice infographic of the synopsis. Great gamification!

Good Reads

Read 24 books!


Without further ado, here are my favorite books of 2015. I hope you enjoy them too:

All the Light We Cannot See | By Anthony DoerrThis was my favorite book I read in 2015. GoodReads also told me of all the books I read in 2015, benchmarked against other GoodRead users, it’s the highest rated as well. It’s a beautifully told work of fiction, based on historical facts, about a precocious blind French girl and a German boy whose paths collide in occupied France during the horrific World War II. The stories weave over the course of many years, keeping you deeply intwined into the characters as you grow with them. I couldn’t recommend it more.

Traveling Mercies: Some Thoughts On Faith | By Anne Lamott: I resonate with Lamott’s writing and since this is a autobiographical novel, it felt even deeper. She writes visually, she takes you down the rabbit hole, and makes you feel with her words. This book is her chronicle on faith and spirituality, and her journey on her troubled past, and how she found faith. I’ve been very much into memoirs lately, so this is a nice mix of stories, diatribes, and visions. She does this all through a grounded nature and always manages to infuse humor into an another serious topic. I hope to read all of her work.

A Place to Stand | By Jimmy Santiago Baca: This was one of the last books I read of the year. It’s another memoir, and it’s quite harrowing! He’s considered once of the best poets in America so his writing is quite poetic. His story starts with a broken home, in and out of orphanages and jail, and by the time he was 21 he was facing five to ten years in prison for selling drugs. He was illiterate, and his story about how he spent time in isolation, came to his own, and learned to read and write. At times the story is hard to read from the brutality, and sadness he faces to our prison system and what he experienced. It’s a beautiful story of success and a great way to see that anyone can find their way no matter what they’re “handed” in life.

Eleanor & Park | By Rainbow Rowell: A little less heavy than the above mentioned books, this is a story about two misfits’ first love that was so touching to me. It’s realistic as it divulged the often over-the-moon, totally irrational, obsessed feelings that might come between two teenagers falling for each other, as well as the often inconvenient truths of young love and the changes we experience. It’s far from your cheesy RomCom, because the characters are very real and quirky, giving it an edge I didn’t expect. I couldn’t put it down.

Me Before You | By Jojo Moyes: This is another love story, that’s woven with passion and tragedy, and it’s another I never wanted to put down until I finished it. I was moved to tears as you’re drawn through the love and loss of this honest story between two lovers that couldn’t be more different. Sometimes the writing had a cheesy tone, but since I was so enamored, I looked past it (but worth noting here). This book is the perfect easy reading for the beach. Bring your tissues.

The Girl on the Train | By Paula Hawkins: This was a gripping novel, that was very ala Gone Girl. I saw my friend Elisa on GoodReads say, “five star story, four star writing,” about the book and I thought it was a good synopsis. But because I couldn’t put it down, and the story had interesting twists and psychological thriller components it was a favorite read. As one review shares, “Compulsively readable, The Girl on the Train is an emotionally immersive, Hitchcockian thriller and an electrifying debut.”


What were your favorite books you read in 2015?

An incredible customer experience: Southwest

2015 December 16
by Grace Boyle

Since 2011, I’ve come to love flying Southwest Airlines because of the good fares, their friendliness and lack of stuffiness, no hidden fees, and their ease of changing flights. Things change at a drop of the hat here at work when traveling to see customers, and the flexibility they offer is helpful. Most of our customer success team flies Southwest, and most of us also rock the Southwest credit card (including myself).

This year as I’ve moved away from “owning” customers myself, I’ve traveled a little less than other years because of my Director of Operations role for our growing Customer Success team. I still travel to see customers and travel for fun (my TripIt tells me 21 flights/trips this year, it’s still a good amount), but it lessened this year which is probably good for my sanity.

Traveling with TSA-Pre and A-list makes for a traveling baseline, you don’t want to be without. I noticed I was shy a few points of achieving A-list this year and ensuring it rolls into 2016. I spoke with someone at Southwest and upgraded one of my flights for a bit more, that would get me right to where I need to be. Ironically, I had two flights to see customers in December that helped ensure this accolade.

Then Denver had a snowstorm this week. My flight to the East coast was canceled. The Denver airport had almost 500 canceled flights on Wednesday.

We tried rescheduling but not everyone on my team could make it with the short time constraint we needed to arrive by, or with other airline options, the same day cost was astronomical. I hunkered down in the snow at home and we made the internal adjustments and onsite rearrangements that sometimes only weather can derail.

Then I realized, I’m 200 points shy of A-list without that flight!

And the only other way to get there, is to TAKE a flight before the end of the year OR purchase more points, which the lowest I could purchase were 2500, well above what I wanted and a hefty price. With the holidays next week and a (road trip) home for it, the flight wasn’t going to happen either.

In one last attempt, I took to Twitter. I tweeted to @SouthwestAir, they’ve always been incredibly responsive and I was curious if there were an option to purchase less points (I was willing to!) or if they had any ideas.

In less than an hour I had a response from Manuel. I explained the situation and asked if they had any ideas. Here’s his DM response:

Screen Shot 2015-12-16 at 11.23.40 AM

I went back to work while the snow fell outside. I was already impressed at their response.

Then, in the completely timely fashion he promised, Manuel followed up with the greatest news below:

Screen Shot 2015-12-15 at 6.11.58 PM


I was floored.

I’m in the business of client services, retaining customers, ensuring their happiness, and going above and beyond. I know it isn’t easy. I also know as a consumer and frequent traveler, there’s a lot of crappy service out there in general, so although my standards are high I’m usually underwhelmed.

I’m also aware that Southwest get hundreds and hundreds of tweets a day on Twitter alone. There’s a lot of juggling happening.

Manuel took the initiative, got creative with my unique request, found the right people in the timeframe he said he would, and probably saw that I have been a consistent customer, spent a lot of money with them, and wanted to continue to do so with A-list as I was just 200 points away.

This is what differentiates good from great. 

I was happy with Southwest before, but I am a loyalist for life now.

I didn’t expect this response, so they truly delighted and wowed me. Sometimes little adjustments on the side of the brand can mean the world to the customer, and those that know the difference between those “adjustments” make the real impact. I know for sure I won’t forget this. I’m telling everyone I know, and I can’t thank Manuel and the Southwest team enough.

“Here is a powerful yet simple rule. Always give people more than they expect to get.” – Nelson Boswell


Your Brain On Love

2015 October 26
by Grace Boyle

Recently, I was recommended the audiobook version of Your Brain On Love by Stan Tatkin. His book Wired for Love is also (I hear) a great supplement of his work.

Your Brain On Love

Produced by Sounds True, the audio book has a strong focus on your brain, and shifting out of conflict into greater intimacy, and understanding with your partner. Which in my opinion, anyone could find useful. We’re always works in progress, period.

Tatkin is a researcher and couples therapist. I love his focus on neuriobiology (down to the literal science) and where he uncovers different attachments styles, based off experiences and who we are, that started at a young age.

One of my favorite parts is how he kicks things off in the beginning with known facts. I love how realistic he is, it’s very grounding. He shares that our brains are built more for war than love (e.g. the negativity is often where we go versus positive and our threat response is often getting in the way of love), there is nothing more difficult than another person, there’s no such thing as as low maintenance person, as partners we are inherently just annoying and will be a burden to the other, in love relationships no one comes pre-trained, you must train each other, partners are responsible for each other’s past (we are a proxy for everyone that came before), we don’t really know what we’re doing, and that the need for parenting, never really goes away.

These are things that often aren’t talked about, but are just at it’s core, so true.

Here are some highlights from Sounds True:

  • The neurobiology of mating—who we choose and why
  • The neurobiology of commitment—building security, the foundation of a healthy relationship
  • Anchor, Island, and Wave types: understanding your attachment style and those of others
  • “Is it you or is it me?” Understanding how the attachment styles of others interact with your own.
  • Experiencing healthy conflict through social contracts, ground rules, and awareness
  • Creating a lifelong plan to continue deepening your relationships

Since I drive on my short commute to work, I love listening to podcasts and this audiobook was no exception. I’ve already begun telling all my friends (single, partnered, married, etc.) because I felt it to be so interesting and helpful in self-awareness. I also think it’s great if you are partnered, that both parties listen to it (that’s what we’re doing).

I also felt some ways in which myself and partner operate (naturally, we’re different in many ways) made so much more sense. In my mind, it’s just one of the many resources I now use in my “tool-belt” for operating successfully, and in unison as a strong partnership.

If you’re at all interested, I couldn’t recommend it more. You can find it here on Amazon or on Audible here.




Related Posts with Thumbnails