Jesse Lipson

What Would Grandma Do? Getting Customer Service Right

Written by on July 18, 2013 in Customer Service - No comments

We here at Citrix ShareFile pride ourselves on excellent customer service; we all know that making sure the customer is happy is our number one priority. And it all goes back to our VP and GM Jesse Lipson’s founding vision for ShareFile: to raise the bar for service in the technology industry.

In his weekly column on, Lipson discusses the value of customer service and suggests that a doting Italian grandmother might be the best metaphor when it comes to serving customers. “Your grandmother never blames you— even when it’s your fault,” he writes. “When a customer comes to you with a problem, don’t behave in a way that shows her you think she caused the problem herself.”

Read Lipson’s tips for making customers feel like family here, and follow his weekly posts here.

About the Author

Melinda Vaughn is the senior manager of content at Citrix, where she leads the content team in writing for a wide variety of marketing initiatives and helps develop and build the all of the Citrix brands, including ShareFile. She worked in higher education communications for 15 years before joining Citrix.