Category: 1% better (every day,every week) Small things add up

1% better (every day,every week) Small things add up

  • The Helpfulness Pyramid: A Better Way to Support Customer Websites (and the Servers Behind Them)

    The Helpfulness Pyramid: A Better Way to Support Customer Websites (and the Servers Behind Them)

    In tech support, platform engineering, and SRE work, how you raise an issue often matters as much as the issue itself.

    A broken customer website, a misbehaving server, or a failing deployment can trigger wildly different outcomes depending on whether the response creates more work… or removes it.

    One of the clearest ways I’ve seen this articulated is Daniel Debow’s Helpful Hierarchy — a simple pyramid that ranks responses from least helpful to most helpful.

    What makes it powerful is that it maps almost perfectly onto the real world of running customer-facing systems.

    Based on https://www.youtube.com/watch?v=ULszsXDyjMY & https://medium.com/helpful-com/how-to-be-an-effective-early-stage-employee-hint-be-helpful-e681b456a01f

    The Helpfulness Pyramid (Tech Ops Edition)

    At its core, the pyramid describes levels of ownership.

    Let’s translate each level into a tech company that supports a customer website and the infrastructure behind it.

    🧱 Level 1 – “There is a problem.”

    Least helpful

    “The website is down.”

    True — but incomplete.

    This is the classic drive-by alert. No context, no impact, no attempt to help resolve it. The problem is now someone else’s cognitive load.

    In ops terms:

    • A Slack message with no timestamps
    • An alert forwarded without investigation
    • A ticket raised with a single sentence

    You’ve identified pain — but passed it on untouched.

    🧱 Level 2 – “There is a problem, and I’ve found some causes.”

    “The website is down. Looks like the web server isn’t responding.”

    Better — now we’re narrowing the blast radius.

    At this level, someone has:

    • Looked at basic logs
    • Checked server health
    • Identified where the issue might live

    Still, the next person must now decide what to do.

    🧱 Level 3 – “Here’s the problem, possible causes, and possible solutions.”

    “The website is returning 502s. Likely causes are a crashed app service or exhausted memory. Restarting the service or scaling the instance may help.”

    This is where engineering thinking kicks in.

    You’re now:

    • Framing the problem clearly
    • Showing you understand the system
    • Reducing uncertainty for the decision-maker

    Most competent teams live here — and that’s not a bad thing.

    🧱 Level 4 – “Here’s what caused it, and here’s the solution I recommend.”

    “The website went down due to a memory leak in the app service after last night’s deploy. I recommend rolling back the release and increasing memory limits before redeploying.”

    Now you’re doing systems ownership, not just support.

    You’ve:

    • Investigated root cause
    • Evaluated trade-offs
    • Proposed a clear path forward

    At this level, managers and customers can act quickly because the thinking has already been done.

    🧱 Level 5 – “I fixed it — here’s what happened.”

    Most helpful

    “The site went down due to a memory leak introduced in the last deploy. I rolled back the release, restarted the service, and confirmed recovery. I’ve raised a follow-up ticket to address the root cause.”

    This is the gold standard.

    Not reckless heroics — but responsible autonomy.

    You:

    • Acted within agreed boundaries
    • Restored service
    • Communicated clearly
    • Created a paper trail for learning

    As Daniel Debow puts it, this is the level where you remove work from everyone else rather than creating it.

    (From How to Be an Effective Early-Stage Employee — Hint: Be Helpful
    https://medium.com/helpful-com/how-to-be-an-effective-early-stage-employee-hint-be-helpful-e681b456a01f)

    Why This Matters in Customer-Facing Tech

    When you’re supporting a live website, customers don’t care:

    • who owns the server
    • which team caused the bug
    • how complex the architecture is

    They care about:

    • impact
    • clarity
    • confidence

    The higher up the pyramid you operate, the calmer everything becomes:

    • Fewer escalations
    • Faster decisions
    • More trust from customers and leadership

    This idea also aligns strongly with the mindset described in this talk:
    https://www.youtube.com/watch?v=ULszsXDyjMY
    — where ownership, intent, and thinking ahead matter more than raw technical skill.

    A Final Thought

    Not every situation allows Level 5 — and that’s okay.

    But if you ever wonder:

    “How can I be more valuable in this incident?”

    The pyramid gives you a simple answer:

    Move one level up.

    Less noise.
    More clarity.
    Better systems.

  • Reframing Failure: Lessons in Resilience and Growth

    In the journey of life and the pursuit of our goals, setbacks and obstacles are inevitable. Traditional perspectives have often painted failure in a negative light, as a halt in progress or a mark of inadequacy. However, embracing a more positive and constructive outlook towards failure can transform our experiences and lead to profound personal and professional growth. This post explores the idea that we should never see failure as just that, but rather as something from which we learned what didn’t work. It’s an opportunity to refine our strategies, expand our knowledge, and strengthen our resilience.

    The Learning Perspective

    Thomas Edison’s famous quote, “I have not failed. I’ve just found 10,000 ways that won’t work,” perfectly encapsulates the essence of seeing failure as a learning opportunity. Each attempt, regardless of its outcome, is a step forward in our understanding and development. This perspective encourages a mindset of experimentation, where the fear of failure is replaced by curiosity and the drive to explore. By reframing failure as a necessary part of the discovery process, we free ourselves from the paralysis of perfectionism and open the door to innovation and creativity.

    Failure as a Stepping Stone

    The journey to success is rarely a straight line. It’s often a winding path filled with setbacks and detours. Viewing failure as a stepping stone rather than a roadblock allows us to maintain momentum and stay aligned with our goals. Failures are only failures when we perceive them as such. If we choose to see them as valuable lessons, they become integral to our story of success. This shift in perception not only enhances our resilience but also enriches our narrative, adding depth and authenticity to our accomplishments.

    Cultivating Resilience

    Resilience is the ability to bounce back from setbacks and continue moving forward. By embracing failures as lessons, we build a robust psychological foundation that supports resilience. This approach teaches us that setbacks are temporary and that persistence and adaptability are key to overcoming challenges. A resilient mindset appreciates the value of failure in strengthening character and sharpening focus. It acknowledges that growth often comes from discomfort and that enduring the process is essential for achieving meaningful outcomes.

    Fostering a Culture of Growth

    Individuals who view failure as a learning opportunity contribute to a culture of growth, both in their personal lives and within their communities or organizations. This culture encourages taking calculated risks, promotes continuous learning, and supports innovation. It creates an environment where people feel safe to experiment, share their experiences, and learn from each other. Such a culture not only accelerates personal development but also drives collective progress and success.

    Practical Steps to Reframe Failure

    1. Embrace a Growth Mindset: Believe in the capacity to learn and grow from every situation.
    2. Analyze and Reflect: After a setback, take time to analyze what happened and reflect on the lessons learned.
    3. Adjust Your Strategy: Use the insights gained to adjust your approach and try again.
    4. Celebrate Learning: Recognize and celebrate the knowledge and experience gained from each attempt.
    5. Share Your Experiences: By sharing your journey, including the setbacks, you help normalize failure as part of the learning process and inspire others to persevere.

    Conclusion

    seeing failure not as an end but as a part of the learning process reshapes our journey towards our goals. It transforms our relationship with setbacks, enabling us to approach challenges with resilience, creativity, and a deeper understanding of success. Remember, failures are only failures when you perceive them as such. With each lesson learned, you are one step closer to your aspirations. Let us embrace our failures, not as obstacles, but as invaluable steps in our journey of growth and discovery.

  • Embracing the Unknown: A Journey of Self-Improvement and Perspective

    In the realm of personal development and problem-solving, we often encounter a spectrum of challenges. Broadly, these can be categorized into three types: the things we know, the things we don’t know, and the elusive category of things we don’t even realize we’re ignorant of. Each category represents a unique approach to learning and self-improvement.

    The Known and the Unknown

    Firstly, there are problems we are aware of. These are the challenges we can identify and understand. Addressing them is often a matter of applying known solutions or skills. However, more intriguing are the problems we don’t know. These unknowns can be a source of fear or anxiety, but they also represent opportunities for growth and learning.

    The Unknown Unknowns

    The third category, the things we don’t know we don’t know, is perhaps the most fascinating. These blind spots in our knowledge and understanding can lead to unexpected challenges but also to significant breakthroughs in personal growth and learning.

    Reframing Challenges: “How Can I Do It?”

    When confronted with a challenge, especially in the latter two categories, it’s easy to fall into a mindset of “I can’t do it.” However, a more constructive approach is to reframe this thought into “How can I do it?” This shift in perspective opens the door to creative problem-solving and proactive learning.

    The Roof Leak Analogy

    Consider the analogy of fixing a leak in a roof. One might choose to simply plaster over the problem, but this is often a short-term solution that can lead to more significant issues in the long run. Instead, addressing the issue at its source, though it may require more effort and understanding, leads to a more sustainable solution. This approach can be applied to personal challenges as well, where understanding the root cause of a problem is more effective than superficially addressing its symptoms.

    Evolving Your Learning: Compound and Grow

    Learning and personal development can be compared to finding a nugget of gold or planting a seed. Each small discovery or lesson learned can compound over time, leading to significant personal growth and development. This process of continuous learning and evolution is critical in navigating both the known and unknown aspects of our lives.

    Perspective: Seeing Failure as Feedback

    Finally, it is essential to view failure not as a setback, but as valuable feedback. Failure is an integral part of the learning process, providing insights and lessons that can guide future actions and decisions. By embracing failure as a part of the journey, we open ourselves to continuous improvement and resilience in the face of challenges.

    Conclusion

    In conclusion, by understanding and categorizing the problems we face, reframing our approach to challenges, and seeing failure as an opportunity for feedback, we can evolve our learning and grow in all aspects of life. It’s a journey of embracing the unknown, and it begins with a shift in perspective.

  • Invest in Yourself: The Ultimate Path to Personal and Financial Growth

    Introduction

    In a world constantly evolving and challenging us, the most rewarding investment you can ever make is in yourself. This holistic approach, encompassing self-learning, physical and mental health, efficient time management, and financial wisdom, can lead to a fulfilling and prosperous life. David Chilton’s book “The Wealthy Barber” offers timeless financial advice, but its core principle — the value of self-investment — applies far beyond finances.

    Self-Learning: Your Gateway to Endless Opportunities

    The journey of self-improvement begins with self-learning. In an age where information is just a click away, dedicating time to learn new skills or deepen your knowledge in a particular area can open numerous doors. Whether it’s a new language, a tech skill, or an understanding of financial markets, every new learning contributes to your personal and professional growth.

    Actionable Tips:

    • Set clear learning goals and create a structured plan.
    • Utilize online resources, like MOOCs, to access quality education for free.
    • Regularly review and adjust your learning strategy.

    Physical and Mental Health: The Foundation of All Success

    Your physical and mental well-being are the bedrock upon which you can build a successful life. Regular exercise, a balanced diet, adequate sleep, and stress management are not just good for your health; they also improve your focus, energy levels, and overall productivity.

    Actionable Tips:

    • Incorporate a routine of physical activity that you enjoy.
    • Practice mindfulness and meditation to maintain mental clarity.
    • Ensure a balanced diet and adequate sleep for optimal health.

    Using Time Effectively: The Art of Productivity

    Time is the most valuable asset at your disposal. Effective time management enables you to accomplish more in less time, leaving room for personal development and relaxation. Prioritizing tasks, eliminating distractions, and setting realistic goals are key to mastering this art.

    Actionable Tips:

    • Prioritize your tasks based on urgency and importance.
    • Limit distractions by creating a focused work environment.
    • Break down big goals into smaller, achievable tasks.

    Financial Wisdom: Lessons from “The Wealthy Barber”

    David Chilton’s “The Wealthy Barber” emphasizes the importance of financial literacy and responsible spending. The key takeaway is the concept of paying yourself first – dedicating a portion of your income to savings or investments before spending on other things.

    Actionable Tips:

    • Save or invest at least 10% of your income.
    • Create and stick to a budget.
    • Educate yourself on financial matters and seek advice when needed.

    Conclusion

    Investing in yourself is a multifaceted endeavor. It’s about continuously learning, maintaining your physical and mental health, managing your time wisely, and being financially savvy. By taking a leaf out of “The Wealthy Barber” and focusing on self-improvement, you set the stage for a rewarding and prosperous life.

    Remember, the best investment you can make is in yourself. Start today, and watch how your life transforms.

  • Life Lessons – Embracing Small Changes: Insights from ‘The Kaizen Way’Life Lessons

    Introduction

    In a world constantly chasing dramatic transformations and quick fixes, the philosophy of Kaizen invites us to consider the power of small, consistent steps. Originating from Japanese business practices and literally meaning “change for better,” Kaizen is a strategy for creating continuous improvement. Robert Maurer’s book, “The Kaizen Way: One Small Step Can Change Your Life,” brings this concept into our daily lives, showing how tiny, incremental changes can lead to substantial, lasting improvements.

    Summary of ‘The Kaizen Way’

    Maurer’s book is a testament to the philosophy that small steps can lead to big changes. Contrary to popular belief, dramatic and immediate changes are not always the most effective way to achieve our goals. Instead, Maurer proposes the Kaizen way, which focuses on overcoming fear and resistance by taking tiny, almost imperceptible steps towards your objectives. This method is not only manageable but also sustainable in the long run, leading to significant changes over time.

    The Parable of the Stonecutter

    To illustrate the principles of Kaizen, let’s consider the parable of the stonecutter. Each day, the stonecutter would hit a rock with his hammer and chisel. It wasn’t the hundredth blow that split the rock, but all the blows before it. This story echoes the essence of Kaizen – it’s not the final step that brings success, but all the small, consistent efforts leading up to it. Like the stonecutter’s persistent strikes, small actions accumulate, leading to a significant impact.

    Tips for Implementing Small Steps

    So, how can we incorporate the Kaizen approach into our daily lives? Here are some practical tips:

    1. Identify Areas for Improvement: Reflect on aspects of your life you’d like to change. It could be personal, like health and fitness, or professional, like productivity or skill development.
    2. Set Micro-Goals: Break down your goals into incredibly small steps. For instance, if you want to start a fitness regime, begin with a 5-minute walk each day, not a full-blown workout.
    3. Celebrate Small Wins: Each step forward, no matter how small, is progress. Acknowledge and celebrate these moments. This positive reinforcement can boost your motivation.
    4. Build Gradually: As small steps become habitual, gradually increase the challenge. Remember, the key is consistency and gradual improvement, not speed.
    5. Reflect and Adjust: Regularly reflect on your progress and adjust your approach if needed. Kaizen is about continuous improvement, which sometimes means reevaluating your methods.

    Blog post Concept taken from

    Conclusion

    “The Kaizen Way” teaches us that small steps can lead to significant changes. By adopting this approach, we can overcome the fear and inertia that often accompany the thought of big changes. As you embark on your journey of continuous improvement, remember the stonecutter’s persistence and the power of taking one small step at a time.