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a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

Bringing humanity into the world of technology

CALL: (206) 988-5858

2016/2017 WINNNER of the Max Dixon Award for Eloquence in Public Speaking

Recent Articles

how to know how much they know

How to Know How Much They Know (Your Customers, That Is)

By Don Crawley, CSP  |  May 9, 2018 7:00 am

You may have heard me talk about how I like model railroading. There’s an electric train store in Seattle where the staff is knowledgeable, friendly, and helpful. I buy things from them even when I can get them cheaper online because they’re so helpful and I like them. (That’s a whole other lesson!) There is, …



How to Mentor and Help a Struggling Team Member

By Don Crawley, CSP  |  April 25, 2018 7:00 am

If you’re an IT manager or supervisor, you’ve probably had to mentor or help a struggling team member at one time or another. Our success as a leader is driven, in part, by our ability to help struggling team members become productive team members. Here are five keys to successfully counseling lower performing team members: …


confirm resolution

Confirm Resolution Before Closing a Ticket

By Don Crawley, CSP  |  April 11, 2018 7:00 am

Have you ever asked for tech support, received a response which didn’t solve your problem, and then heard nothing else from the tech support person? Maybe a tech support person came to your desk to fix an issue, but two days later the issue hadn’t gone away. The tech support person didn’t confirm resolution before …


grammar in business

Two Rules on Grammar (for Grammandoes and Non-Grammandoes, Alike)

By Don Crawley, CSP  |  March 28, 2018 7:00 am

Gramandoes are among us; people who cringe at grammar and spelling errors. They focus on such errors to the point where, in extreme cases, they don’t even notice the real message the writer or speaker is trying to convey. There’s a fine line between wanting to promote the correct use of our language and just …


human connections

Making Small and Positive Human Connections in Another Person’s Life

By Don Crawley, CSP  |  March 14, 2018 7:00 am

Just like most professional speakers, I travel a lot which includes many hours in airports (places with many human connections, but often not a lot of humanity). Frequently, a meal in an airport means going through a line and ordering the various components of your meal from people who act and speak robotically with little …


embarrassed and humiliated

Correction or Humiliation?

By Don Crawley, CSP  |  February 28, 2018 7:00 am

I was upgraded to first class and got to witness someone being humiliated. The woman in front of me had been dealing with flight complications all day, none of which were her fault. The airline, as a partial compensation, had plied her with plenty of alcohol. She was more than a little talkative. Okay, she …


service level agreement

Your Implicit Service Level Agreement

By Don Crawley, CSP  |  February 14, 2018 7:00 am

Providers of service are quite familiar with the service level agreement, also known as an SLA. You may have a Service Level Agreement with a company that spells out exactly what you can expect from them in terms of network outages and response times, for example. That’s an explicit SLA, because it explicitly calls out …