Don Crawley, Author.

My friend Debbie wrote the following Facebook post about an amazing customer service experience with the US Postal Service 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 […]

Amazing Customer Service from The US

Don Crawley, Author.

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 […]

When Customer Focus Includes Sharing Customer Information

Don Crawley, Author.

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 […]

Trying to Understand Intent

Don Crawley, Author.

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 […]

Judging Books (and People) by Their Covers

Don Crawley, Author.

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 […]

Never Assume a Level of Customer Knowledge

Don Crawley, Author.

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 […]

Transforming Relationships with a Thank You