So that's your job too, to clarify and simplify for everybody on your team. The more you simplify the better people will perform.

Treat customer support as a product.

It's never a metric, it's where the person is going or not. Metrics are used to make things work better, but don't necessarily make a business better.

Any executive, any CEO should not have 1 management style. Your management style needs to be dictated by your employee.

It's actually a good thing if you do reference checks on somebody and half the people you call say they are a micromanager and the other half say they actually give me a lot of responsibility. That's a feature not a bug.

If people start going to a desk, some one individual employees desk and they don't report to them... it's a sign that they believe that person can help them. So if you see that consistently, those are your barrels. Just promote them, give them more opportunity as fast as you can.

Building a company is basically taking all the irrational people you know... Putting them in one building and then living with them 12 hrs a day at least.