The Compassionate Geek Don R. Crawley

Word of the Week: Attention The word of the week is attention. As in, pay attention to what your customer is saying and doing. That’s part of the difference between good and bad customer service. Quote of the Week: Customer Loss There’s an often-repeated quote that says, “68% of customer loss is due to perceived […]

Word of the Week: Respect The word of the week this week is respect. Respect comes in two forms. Probably, the most common way of thinking about respect is in how you feel about another person, based on their words and deeds. We often say that someone must earn respect. It’s internal, it’s about your […]

Word of the Week: Should The word of the week is should, a popular topic in self-help circles. That probably seems a little odd, but here’s why it’s the word of the week. Janet, my wife, and I were talking about the direction of her professional life. Like millions of others, her life has been […]

We’re changing the format and the name of the Compassionate Geek blog starting with this post. You can think of the new format as a weekly motivational triple-play. In fact, that’s what I’m calling it: The Weekly Motivational Triple Play. We’ll publish one new post per week, reflecting a positive point of view. Each post […]

This is a story with a simple solution for poor customer service. I like word puzzles. The New York Times puzzles are an ongoing distraction for me, whether it’s a crossword puzzle or their accursed spelling bee. There’s even one called Vertex, which is a mindless connect-the-dots puzzle. Their puzzles are well-designed and thought-provoking (except […]

In a breakout session on how to improve your emotional intelligence at IT Nation Explore, an attendee commented, “You say to avoid saying things like, ‘You make me so happy’ or ‘you make me so angry’ because it gives power to the other person. Yet, you also say to be assertive and tell the other […]