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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

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 …


Amazing Your Customers Every Day of the Year

By Don Crawley, CSP  |  January 31, 2018 7:00 am

Amazing Your Customers My friend Debbie wrote the following Facebook post about amazing your customers two days before Christmas 2017: Debbie and I worked together and our late boss, Mike Costello, always said, “When you make a mistake, it’s an opportunity to win a customer for life.” Think about how delighted Debbie was with the …


customer information

When Customer Focus Includes Sharing Customer Information

By Don Crawley, CSP  |  January 17, 2018 7:00 am

In survey after survey, one of the most common complaints from customers is having to repeat the same customer information every time they change to a new person. I would love to hear from someone telling me why some companies can’t get their systems talking to one another to prevent this widespread complaint. I called …


knowing intent

Trying to Understand Intent

By Don Crawley, CSP  |  January 3, 2018 7:00 am

In dealing with customers, colleagues, and others, assume good intent. To be clear, I’m not naive enough to think that no one has bad intent. I just believe, deep in my heart, that most people have good intent in whatever they do. I believe that most people are honest, compassionate, hard-working, and want the best …


judging people

Judging Books (and People) by Their Covers

By Don Crawley, CSP  |  December 20, 2017 7:00 am

Appearances can be deceiving. We’ve talked about the danger of assuming a level of knowledge. It’s also dangerous to make assumptions about people based on their appearance. We can make bad decisions by judging others based on how they look. Judging Others Can Lead to Mistaken Perceptions My stepdaughter Ellie has a Bachelor of Science …


level of knowledge

Never Assume a Level of Customer Knowledge

By Don Crawley, CSP  |  December 6, 2017 7:00 am

Do you ever assume a level of knowledge on the part of your customer? The company I use to distribute my books has outstanding, global distribution. Their website and customer service, however, are as bad as their distribution is good. Don’t Assume a Level of Knowledge I needed to update one of my books with …


thank you and gratitude

Transforming Relationships with a Thank You

By Don Crawley, CSP  |  November 21, 2017 7:00 am

This is Thanksgiving week in the United States and a great time to talk about the power of a thank you. I noticed, when my wife Janet and I got married, that she always thanked me for everything I did for the household and the marriage. She even thanked me for the sorts of things …