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   Mom! Dad! Bingo! Bluey!
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   Important lime lessons from Bluey
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                      Oh Biscuits!
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                      Bluey might be Australia's biggest entertainment export since Steve Irwin crikey'd his way into American hearts and minds, and if you have to watch a kids' show, it's a great option.
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                       This scene struck me recently
                      </a>
                      :
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                      Bluey’s ice cream melted in the hot sun. Bandit, her father, won’t get her a replacement because she caused her own issue. We’ve all been Bluey at times, hoist on our own petard
                      <span style="font-size: 12px;">
                       <sup>
                        1
                       </sup>
                      </span>
                      . But working in customer support we cannot always be Bandit.
                     </p>
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                      We’re not our customers’ parents, responsible for their moral growth in addition to their increased product activation. Sometimes, the job is to hand out that extra ice cream with a smile (and then clean up the mess left behind). Particularly when a customer is stressed and hurried, it might be best to leave the lime lesson for another day.
                     </p>
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                      Every parent knows that picking the right battles is critical to keeping your success rate high enough that you’re willing to carry on the war. The war, in this case, being the joyful and vital job of raising tiny helpless babies into adult humans. You can’t teach someone who is not willing to learn.
                     </p>
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                      Customer support veterans get good at picking their moments too. Identifying the time to explain in detail how a situation can be avoided, or how the customer can solve their own issue. And the moments to just solve it for them and send them on their way.
                     </p>
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                      What is it that those veterans notice? It’s some combination of tone, wording, contextual account-wide clues, relationship history, and the complexity of the lesson needed. I don’t know that you can be taught that skill, I think it might only come from trying it yourself over and over.
                     </p>
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                      Support teams are teachers, not parents, but even teachers know when to roll out the TV trolley and pop on
                      <em>
                       [a VHS tape of Charlotte’s Web / a DVD of Matilda / YouTube clips of Mark Rober]
                      </em>
                      (delete as appropriate).
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Use your human judgment, you earned it. And if you want more Australian content,
                      <a data-hs-link-id="0" data-hs-link-id-v2="hx5aeBtu" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       check out my interview with former hard-rocker and current beer brewery director, Oscar McMahon, on The Supportive
                      </a>
                      .
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
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                      <span style="font-style: italic;">
                       <sup>
                        1
                       </sup>
                       I was a grown man well over 30 before I learned that
                      </span>
                      <a data-hs-link-id="0" data-hs-link-id-v2="duyAnEpQ" style="color:#304ddb; text-decoration:none !important; font-style:italic" target="_blank">
                       a petard is a small bomb
                      </a>
                      <span style="font-style: italic;">
                       , not some sort of  itchy medieval leotard.
                      </span>
                     </p>
                    </div>
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                        <!-- Signature image 1 75px x 75px -->
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                        Mat Patterson
                        <br/>
                        <span style="color: #405261; font-size: 15px; font-style: italic; font-weight: 400;">
                         Help Scout
                        </span>
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                        Webinar: How Devpost Tailors AI Answers to Match Their Support Style
                       </div>
                       <a class="read-more-link" data-hs-link-id="1" data-hs-link-id-v2="qCYBf10G" style="margin-top:20px; display:inline-block; vertical-align:middle; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; font-style:normal; font-weight:500; font-size:15px; color:#304DDB; text-decoration:none !important" target="_blank">
                        Register now
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                         ›
                        </span>
                       </a>
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                          Want to share this newsletter?
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                          If you know someone who could benefit from this, send them a link using the button below, or
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                           encourage people to signup for their own copy right here
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                          . You're the best.
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                               View this newsletter as a web page
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    .hs-richtext-wrapper a:hover, .hs-richtext-wrapper a:focus, .hs-richtext-wrapper a:active {color: #263AAD !important;}
    .hs-richtext-wrapper h1 {line-height: 1.2 !important;  font-size: 32px !important; margin-top: 30px; margin-bottom: 30px !important; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif !important;  color: #131B24 !important; font-style: normal; font-weight: 500 !important; }
    .hs-richtext-wrapper h2 {line-height: 1.3 !important;  font-size: 24px !important; margin-top: 30px; margin-bottom: 30px !important; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif !important;  color: #131B24 !important; font-style: normal; font-weight: 500 !important; }
    .hs-richtext-wrapper li {margin-bottom: 20px !important; padding-left: 10px;}
    .hs-richtext-wrapper h1 em { font-weight: 500 !important; }
    .hs-primary-button:hover, .hs-primary-button:active, .hs-primary-button:focus {
        background-color: #263AAD !important;
      }
    .hs-secondary-button:hover, .hs-secondary-button:active, .hs-secondary-button:focus {
        color: #263AAD !important;
      }
  
  @media all and (max-width: 479px) {
    .hs-richtext-wrapper { padding: 0px 25px 12px 25px !important; }
    .hs-buttons-wrapper {padding: 0px 25px 12px 25px !important;}
    .hs-illustration-wrapper {padding: 15px 25px 0px 13px !important;}
  }
  @media all and (min-width: 480px) {
    .hs-richtext-wrapper { padding: 0px 50px 12px 50px !important; }
    .hs-buttons-wrapper {padding: 0px 50px 12px 50px !important;}
    .hs-illustration-wrapper {padding: 15px 50px 0px 38px !important;}
  }
  
  @media (prefers-color-scheme: dark ) {
      .hs-primary-button  {
        color: #ffffff !important;
      }
    }
  [data-ogsc] .hs-primary-button {color: #ffffff !important;}
            </style>
           </div>
           <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" data-hs-cos-general-type="widget" data-hs-cos-type="module" id="hs_cos_wrapper_module-0-0-6" style="color: inherit; font-size: inherit; line-height: inherit;">
            <!--Help Scout - Footer Module -->
            <!-- Notes: -->
            <!-- 
Multiple tables are used to control the responsive layout. With custom media queries for
some limited changes in dark mode where it is supported.
See https://css-tricks.com/ideas-behind-responsive-emails/ 
-->
            <!--1st table is a container table giving the full width background color primarily -->
            <table align="center" border="0" cellpadding="0" cellspacing="0" class="hs-footer-container" role="presentation" style="background-color: #FFFFFF; width: 100%; border-collapse: collapse;" width="100%">
             <tbody>
              <tr>
               <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding:0px 15px 10px 15px; width:100%" width="100%">
                <!-- Container table which primarily gives us the 500px container width -->
                <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="max-width: 500px; width: 100%; border-collapse: collapse;" width="100%">
                 <tbody>
                  <tr>
                   <td class="hs-footer-logo-wrapper" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; padding-bottom:20px" width="100%">
                    <!-- In The Works Logo, 162px x 43px not in its own table as not responsive -->
                    <a data-hs-link-id="0" data-hs-link-id-v2="/ZepYRJ0" style="color:#304ddb; text-decoration:none !important" target="_blank">
                     <img alt="mark" height="30" loading="" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252Fmark.png%253Fheight%253D240%2526upscale%253Dtrue%2526name%253Dmark.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3Njk2OTQ2ODUuODMwNjU5NH0:1vlSQf:NCk4gS_eNnkjBMYgkpGMULtB5_1RyrFoPl-9Y4ElxyU" style="outline:none; text-decoration:none; border:none; width:auto; height:30px" width="auto"/>
                    </a>
                   </td>
                  </tr>
                  <tr>
                   <td class="hs-footer-address-wrapper" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; border-bottom:1px solid #F1F3F5" width="100%">
                    <!-- Two tables here to manage the address area and social media graphics -->
                    <!-- Table one has the address, unsubscribe and view as webpage links -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 76.2%; min-width: 300px; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-address" style="word-break:break-word; padding-bottom:30px; color:#314351; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
                        68 Harrison Ave Ste 605
                        <br/>
                        PMB 78505  •  Boston, MA 02111
                        <br/>
                        <a data-hs-link-id="0" data-hs-link-id-v2="t+xCjJoo" data-viewaswebpage="true" style="color:#314351 !important; text-decoration:underline !important" target="_blank">
                         view in your web browser
                        </a>
                        |
                        <a data-hs-link-id="0" data-hs-link-id-v2="qjPJqCop" data-unsubscribe="true" style="color:#314351 !important; text-decoration:underline !important" target="_blank">
                         unsubscribe
                        </a>
                       </td>
                      </tr>
                     </tbody>
                    </table>
                    <!-- Table two has the Social Media Logos -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="min-width: 131px; width: 23.8%; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
                        <!-- Twitter logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="x+Gd4KBL" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         <img alt="Twitter-1" height="20" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FTwitter-1.png%253Fwidth%253D198%2526height%253D160%2526upscale%253Dtrue%2526name%253DTwitter-1.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3Njk2OTQ2ODUuODMwNzc5Nn0:1vlSQf:XXrQ4HMNUDVh143pNjsUf4XQbUxLFhKdw2j8du5Al-k" style="outline:none; text-decoration:none; border:none; height:20px; width:auto" width="auto"/>
                        </a>
                       </td>
                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
                        <!-- Facebook logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="joAnq744" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         <img alt="Facebook-sq" height="20" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FFacebook-sq.png%253Fwidth%253D160%2526height%253D160%2526upscale%253Dtrue%2526name%253DFacebook-sq.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3Njk2OTQ2ODUuODMwODg3fQ:1vlSQf:kHAsg5TSvREaLKeu-8pexduN-3x4oOj9PhBz4cbruDM" style="outline:none; text-decoration:none; border:none; height:20px; width:auto" width="auto"/>
                        </a>
                       </td>
                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
                        <!-- Linked In logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="d/TgnBbs" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         <img alt="LinkedIn-sq" height="20" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FLinkedIn-sq.png%253Fwidth%253D162%2526height%253D160%2526upscale%253Dtrue%2526name%253DLinkedIn-sq.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3Njk2OTQ2ODUuODMwOTkxNX0:1vlSQf:4Po3RjtVwXnAsp0zHCjYW72VOeVYzNjPjcGTw9JwZ2g" style="outline:none; text-decoration:none; border:none; height:20px; width:auto" width="auto"/>
                        </a>
                       </td>
                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px">
                        <!-- Instagram logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="V7abSKZq" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         <img alt="Instagram-sq" height="20" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FInstagram-sq.png%253Fwidth%253D162%2526height%253D162%2526upscale%253Dtrue%2526name%253DInstagram-sq.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3Njk2OTQ2ODUuODMxMDkwMn0:1vlSQf:PM4rEaLZ6pbzIWYN0GnkrTelzRqDNIUvXQV0q1Tn778" style="outline:none; text-decoration:none; border:none; height:20px; width:auto" width="auto"/>
                        </a>
                       </td>
                      </tr>
                     </tbody>
                    </table>
                   </td>
                  </tr>
                  <tr>
                   <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; padding-top:20px" width="100%">
                    <!-- Three tables to manage the Scribble image, Made by... and the copyright text -->
                    <!-- Table one has the scribble image (Commented out for Evolution Project)
        <table role="presentation" border="0" cellpadding="0" cellspacing="0" align="left" style="margin-top: 4px; width: 10%; min-width: 60px; border-collapse: collapse;">
          <tr>
            <td>
                
                
                
                 
                <img src="https://fs.hubspotusercontent00.net/hubfs/2760806/hs-scribble.png" alt="hs-scribble" loading="lazy" width="222" height="61" style="height: 15px; width: auto;">
              
            </td>
          </tr>
        </table>
        -->
                    <!-- Table two has the Created by text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 67.3%; min-width: 310px; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-madeby" style="word-break:break-word; padding-bottom:10px; color:#405261; font-weight:600; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
                        <span style="font-weight: 400;">
                         The only
                        </span>
                        people-first
                        <span style="font-weight: 400;">
                         customer support platform.
                        </span>
                       </td>
                      </tr>
                     </tbody>
                    </table>
                    <!-- Table three has the copyright text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" class="hs-footer-copyright-table" role="presentation" style="min-width: 120px; width: 32%; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-copyright" style="word-break:break-word; padding-bottom:10px; color:#405261; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
                        © 2026 Help Scout
                       </td>
                      </tr>
                     </tbody>
                    </table>
                   </td>
                  </tr>
                 </tbody>
                </table>
               </td>
              </tr>
             </tbody>
            </table>
            <style type="text/css">
             @media (prefers-color-scheme: dark ) {
      .hs-footer-container {
        background-color: #1E1E1E;
      }
      .hs-footer-address {
        color: #A7B3BE;
      }
      .hs-footer-madeby {
        color: #D1DAE3;
      }
      .hs-footer-copyright {
        color: #A7B3BE;
      }
    }
  /* data-ogsc tag targets Outlook email clients */    
    [data-ogsc] .hs-footer-container {
        background-color: #1E1E1E;
      }
    [data-ogsc] .hs-footer-address {
        color: #A7B3BE;
      }
    [data-ogsc] .hs-footer-madeby {
        color: #D1DAE3;
      }
    [data-ogsc] .hs-footer-copyright {
        color: #A7B3BE;
      }
    [data-ogsc] .hs-footer-address-wrapper {
        border-bottom: 1px solid #000000;
      }
  /* Tweak the padding up on screens larger than 600px */
  @media all and (min-width: 600px) {
    .hs-footer-address {
        padding-bottom: 40px !important;
      }
    .hs-footer-copyright {
        text-align: right !important;
      }
  }
            </style>
           </div>
           <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" data-hs-cos-general-type="widget" data-hs-cos-type="module" id="hs_cos_wrapper_module_165629046000314" style="color: inherit; font-size: inherit; line-height: inherit;">
            <div style="overflow:hidden">
             <table align="right" cellpadding="0" cellspacing="0" class="hse-pre-header hse-secondary" role="presentation" style="text-align:right; font-family:Arial, sans-serif; font-size:12px; line-height:135%; color:#23496d; margin-bottom:0; padding:0" width="100%">
              <tbody>
               <tr>
                <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word">
                 <p style="margin-bottom:18px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; line-height:1.6 !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important">
                  <a data-hs-link-id="1" data-hs-link-id-v2="YLx7zUUe" style="text-decoration:none !important; display:none; color:#1292ee" target="_blank">
                   View in browser
                  </a>
                 </p>
                </td>
               </tr>
              </tbody>
             </table>
            </div>
           </div>
          </div>
          <!--[if gte mso 9]></table><![endif]-->
          <!--[if (mso)|(IE)]></td><![endif]-->
          <!--[if (mso)|(IE)]></tr></table><![endif]-->
         </div>
         <!--[if gte mso 9]></td></tr></table><![endif]-->
        </div>
       </div>
      </td>
     </tr>
    </tbody>
   </table>
  </div>
  <img alt="" border="0" height="1" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fe3t%252FCto%252F5A%252B113%252FckxP204%252FVVWh696yP6JDW1dhwsQ2nwjD3W50jS-p5JVpNqVfRf4N3D7Bqj112/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3Njk2OTQ2ODUuODMxMTk0fQ:1vlSQf:0tbWxSUyTB2nT1be9Uf5w6RGU-67Q0P5EXuEQJuDqoc" style="display:none!important;min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important" width="1"/>
 </body>
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