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How to Hire High-Performing Tech Employees

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People who hire tech people tell me over and over again how hard it is to find the best people. No doubt, in the current competitive job market, that hiring is a challenging process, especially for critical tech positions. You’ve got to create just the right combination of pay, benefits, work environment, and company culture. […]

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Principle #3: Empathy

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The Third of the 5 Principles is the principle of customer empathy. Empathy is the ability to put yourself in the other person’s position, to imagine what they’re going through, to try to feel what they’re feeling. Of course, there are times where you simply can’t put yourself in the other person’s position and, contrary

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Encouraging Words for Coworkers: A 7-Year-Old’s Lost Home Run

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Never underestimate the power of encouraging words for coworkers. It’s 1961, on the playground behind Robert E. Lee Grade School in Columbia, Missouri. I’m 7-years-old and up to bat in the P.E. softball game and I’m terrified. Let’s just say that sports, or anything requiring grace and coordination, was not then (and is not now)

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How Not to Serve Your Customer (Bad Customer Service)

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Here’s an example of really bad customer service. My next-door neighbor is 86 years old. She’s in great physical shape and her mind is as sharp as can be. She’s fun to be around and I’m lucky to have her as a neighbor. She doesn’t understand modern technology, so she occasionally calls me for help

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Three Customer Service Fails

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I’m going to rant about a customer service fail, actually three customer service fails. I’ve been on the receiving end of three customer service fails within the past week. If you have these fails, you’ll lose customers and credibility and, if you are part of an internal IT organization, you’ll alienate your co-workers. Here goes:

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Understanding True Intent of End Users and Other Customers

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My audience member, Josh, was driving home from work when a speeding car came up behind him. The driver was aggressively dodging in and out of traffic. He tailgated Josh’s car before an opening came up and he swerved around Josh. He was driving like a crazy person. Josh reached out the window gave the

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Volunteer as a Means to Enhance Customer Service

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Why is it that some people are always volunteering? They volunteer at the hospital, at the food pantry, the animal shelter, or the soup kitchen. They provide rides for people who need them. They help an elderly neighbor. They go shopping for a single mom. They help clean up litter in the park. The list

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