In this episode, we talk to Derek Hixon, Director of Customer Support and Implementation at WordStream. He has been working for 15 years in support and also has a pretty diverse background. Derek tells us what made him change course in life and how he made some decisions that have affected him for the rest of his life. He likes to find out what his team’s goals are, both in the company and as individuals in their own lives in order to build a stronger bond and make his team members and relationships more personable. Derek says to know your team and to use the data as a tool. We’re never making a huge, big change in the team, but we’re constantly making little changes that over time will turn into the big change we need.His background 1:38What has made Derek successful 2:57Things that have changed the way Derek looks at support 11:23Case analysis 16:10Working in a box 19:30“Things are better if they’re done right and slowly and usually you benefit from it in the long term. You can always get short term success with things, but if you have the luxury of time, which you don’t always have obviously, you can do really great things.” 9:02https://www.linkedin.com/in/digitalderek/