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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

volunteer, volunteering

Volunteer as a Means to Enhance Customer Service

By Don Crawley, CSP  |  July 18, 2018 7:00 am

Why is it that some people are always volunteering? They volunteer at the hospital, at the food pantry, the animal shelter, or the soup kitchen. They provide rides for people who need them. They help an elderly neighbor. They go shopping for a single mom. They help clean up litter in the park. The list …


self-improvement by reading

Self-Improvement: Honing Your Skills

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

In his landmark book The Seven Habits of Highly Effective People, the late author Stephen Covey identifies habit number seven as sharpening the saw. By that, he means working on self-improvement. More specifically, he means “having a balanced program for self-renewal in the four areas of your life: physical, social/emotional, mental, and spiritual.” Self-Improvement One …


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: …


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