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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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Recent Articles

I.T. leadership

How to Successfully Manage High-Performing Tech Employees

By Don Crawley, CSP  |  December 5, 2018 7:00 am

This is the second in my series of I.T. leadership and team-building posts for IT managers and supervisors. Once you’ve hired the right employee and you’ve got just the right staff to help your company excel, how do you successfully manage the team and retain key individuals? Ensure You’re Providing Competitive Pay and Benefits On …


hiring tech employees

How to Successfully Hire High-Performing Tech Employees

By Don Crawley, CSP  |  November 21, 2018 7:00 am

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. …


Principle #3: Empathy

By Don Crawley, CSP  |  November 7, 2018 7:00 am

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 …



A 7-Year-Old’s Lost Home Run

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

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) a skill at which I excel. I look at …


bad customer service

How Not to Serve Your Customer (Bad Customer Service)

By Don Crawley, CSP  |  August 29, 2018 7:00 am

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 with the tech in her house, usually …


customer service fail

Three Customer Service Fails

By Don Crawley, CSP  |  August 15, 2018 7:00 am

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: …



Understanding True Intent of End Users and Other Customers

By Don Crawley, CSP  |  August 1, 2018 7:00 am

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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