Don Crawley, Author.

Do all the parts of your business work together like a well-oiled machine? If you don’t work in business, how about your school, government, church, or non-profit? Does your workplace provide a good environment for collaboration in work? Any organization is comprised of many parts. Think about your workplace. It’s probably made up of various […]

Collaboration in Work (Includes Video)

Don Crawley, Author.

Jared, the salesperson for a mid-sized MSP, had been working on a customer deal for weeks. Finally, it looked like the deal was going to close, but the customer wanted one more service included before she’d sign the contract. Jared agreed to the request without consulting with the service delivery team. Then, when the service […]

Service and Sales Conflict: Successful Management (Includes Video)

Don Crawley, Author.

Never argue with a customer. Here’s why. I walked into the luggage store with my carry-on bag following dutifully behind me. I was the only one in the store…no customers, no employees. After a moment, an employee emerged from a back room. He looked at me, said nothing, and walked on. I scratched my head, […]

Never Argue with a Customer

Don Crawley, Author.

You can’t overstate the benefits of management by walking around. Janet, my wife, our friend Bruce, and I went to Duke’s Chowder House in the South Lake Union area of Seattle for Sunday lunch. The views are of sailboat masts, looking out over a marina toward the Museum of History and Industry (MOHAI). The food […]

The Benefits of Management by Walking Around

Don Crawley, Author.

(The following is a transcript of a portion of a keynote speech I gave at Automation Nation in 2015. The five principles, covered in this post, are the foundation for all of my work in IT customer service.) I’ve had the privilege of working with IT people all over the world and I’ve observed IT […]

The 5 Principles of IT Customer Service Success (Includes Video)