Don Crawley, Author.

Have you ever asked for tech support, received a response that 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 […]

Confirm Resolution Before Closing a Ticket (Includes Video)

Don Crawley, Author.

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 […]

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

Don Crawley, Author.

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 […]

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

Don Crawley, Author.

I was upgraded to first-class by the airline and witnessed 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 partial compensation, had plied her with plenty of alcohol. She was more than a little talkative. Okay, she was […]

Corrected or Humiliated?

Don Crawley, Author.

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 […]

Your Implicit Service Level Agreement