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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

setting expectations

Setting Customer Expectations

By Don Crawley, CSP  |  June 20, 2018 7:00 am

Janet, my wife, and I were traveling with friends through Groveland, California, home to the Iron Door Saloon, which claims to be the oldest saloon in the state of California. We’re suckers for anything that describes itself as the oldest or the first in its category, so we stopped in for lunch. The saloon was …


stress management

The DLL Stress Management Tool for IT Pros

By Don Crawley, CSP  |  June 6, 2018 7:00 am

My friend Karim has a long commute and he’s noticed that drivers have become more aggressive over the past few years. He found himself feeling stress and getting frustrated from it. He mentioned his frustration to his family and his 13-year-old daughter told him “Dad, DLL.” Now, you and I, as technologists probably associate DLL …


change management

When Management Makes Changes

By Don Crawley, CSP  |  May 23, 2018 7:00 am

The workplace is constantly changing and, as such, needs your personal change management. Certainly, some workplaces are more in a state of flux than others, but nearly every workplace undergoes constant change. Sometimes, you like the changes. Other times, not so much. What can you do when you disagree with the changes? Personal Change Management …


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 …