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a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

Bringing humanity into the world of technology

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Recent Articles

customer focus

Customer Focus: It’s Not About Technology, It’s About People

By Don Crawley, CSP  |  January 5, 2017 5:55 am

I recently submitted a question through a pre-sales form on a company’s website. I asked them to contrast their product with a competitor’s product. The response I received was too long and didn’t answer my question. It was a canned response that pretended to be a personal response. There was no customer focus. They went on …



The Danger of No Communication

By Don Crawley, CSP  |  December 21, 2016 5:55 am

When I was seventeen, I hitchhiked from Kansas City to Denver overnight. When I arrived that morning, I decided to try to find a job right away. I planned to hitchhike to a shopping mall in hopes of finding work as a delivery person or doing some other form of manual labor. I’m standing at …


keynote speaker IT customer service

Client Testimonial: Keynote Speaker and IT Customer Service Training

By Don Crawley, CSP  |  December 19, 2016 9:42 am

I just received a very nice testimonial from client Vince Tinnerello, CEO of Denver-based Anchor Network Solutions, Inc., a leading managed service provider. Vince attended two of my keynote presentations on IT customer service and asked me to deliver a one-day, comprehensive Compassionate Geek training program for his staff onsite at their offices in Denver. …


Authority figures

11 Tips for Dealing with Authority Figures in IT Customer Service

By Don Crawley, CSP  |  December 7, 2016 5:55 am

As IT people, we work with people in nearly every part of an organization. That means we may have to support and work with people in positions of great authority such as police officers, executives, physicians, or attorneys. Sometimes, that can be uncomfortable or even intimidating. Many of the actions to use when dealing with …


customer service

Speaking on Service at CompTIA ChannelCon 2016

By Don Crawley, CSP  |  November 29, 2016 12:03 pm

In August of this year (2016), I had the privilege of speaking on compassionate and respectful service to the managed services gathering at ChannelCon 2016 in Hollywood, Florida. I recently received the audio recording of my talk, along with a wonderful introduction by Vince Tinnerello, CEO of Anchor Network Solutions. The very large conference room …


privilege to serve--IT customer service

A Privilege to Serve (A Letter from a Webinar Attendee)

By Don Crawley, CSP  |  November 28, 2016 5:55 am

I received this very kind letter from Eva Spacek who attended a corporate webinar I conducted last summer for Schaeffler International. She offers some very kind words about the webinar, but what I want to share with you are her thoughts about our privilege to serve as IT professionals (she referred to her role as a …


gratitude and thanksgiving

Authentic Gratitude

By Don Crawley, CSP  |  November 23, 2016 5:55 am

Every year, on the fourth Thursday of November, the people of the United States celebrate Thanksgiving. It’s a tradition that goes back to the time of the early European settlers on what became the North American continent. Every year, around this time, I tend to write about gratitude. It seems appropriate. Authentic Gratitude Over the …