Author Archives: supernova

How To Protect Your Team From An Abusive Customer
Tough customers are great. They challenge you, they make you better and in return, they have extreme loyalty towards your business.  Abusive customers are not great. In fact, they’re not...
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How Skystra Works With Demanding Customers
Demanding customers are not to be confused with abusive customers. When it comes to demanding customers, we’ve learned to listen to them, they almost always have a good lesson for...
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What Goes Into a Product Launch at Skystra
Launching a new service is always exciting. So why is it we only have 5 services, along with a few addons? Companies in our industry tend to have dozens of...
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How a Marketing Budget of $0 Helped Skystra Grow
Marketing budgets are a funny thing. Some companies view marketing as an upfront cost of customer acquisition. They look at things on a longer view, the so-called “lifetime value” of...
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Top 3 Tips to Providing Amazing Support
I’m often asked about how we provide customer service. As a general guideline, our support and service can be summed up by “doing the right thing”. As cliche as that...
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How Skystra Hires Remotely
Skystra’s been a remote-hybrid company for a long time. We’ve always been remote, and in the most recent years, we’ve been implementing a remote “hub” approach, where everyone can always...
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One Word to Define the Early Years: Perseverance
Skystra’s early years, looked at through the lens of nostalgia, were some of the best years in my life. Hard work meant new customers, and new customers meant more budget,...
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What is the 80/20 Rule of Customer Service?
The 80/20 rule, otherwise known as the Pareto Principle, is a very widely known rule, which simply states, 80% of your outcomes are decided by 20% of the causes. This...
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Why Every Customer Is Not A Customer
Every customer is not a customer.  This is a lesson I learned very early on in Skystra’s history. As one of the people who founded the company, I had to...
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How Rapid Iteration Saved Skystra
The early years at Skystra, just like at most companies, are full of unconventional stories and challenges. One constant at Skystra has been the need to pivot, change, update, revert,...
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