Month: September 2015

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In June of this year, I was privileged to be the keynote speaker at Automation Nation, an amazing IT conference produced by LabTech Software. After my speech, Aaron Huff of Ergos, a managed services firm in Houston, Texas, approached me to tell me how his company had successfully implemented the same concepts I write and …

How Compassionate Customer Service Can Improve Customer Satisfaction Read More »

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I frequently receive calls and emails from potential clients who say something like this, “Our IT staff is filled with highly intelligent, very talented individuals who are great at solving technical problems, but they don’t understand that we’re a business.” Then, they’ll talk about how great the IT staff is with the technical aspects of …

The Importance of the Business Mindset in IT Customer Service Read More »

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I called customer service at a large company. The phone was answered by a friendly woman who seemed helpful. While she was waiting for some information to appear on her screen, she started making small talk. Then, it happened. She started talking about her recent medical procedures. That’s bad enough, and to make things worse, she went …

The Problem with Over-Sharing with Customers (TMI) Read More »

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We all know people who like to tease. Perhaps they tease about someone’s clothing, hairstyle, or choice of music. Maybe they toss seemingly harmless insults about a person’s work or the way they organize their desk. Perhaps they insult a person’s home state or country. Often, such digs and insults are said “in good fun”. …

The Problem with Micro Digs and Insults in Teamwork Read More »