hints, tips, and resources for service
and support professionals, given in the spirit of
- Delivering on the principles of "The Fred Factor"
Explore Your Options
- Donald Trump Challenges Readers to Think
Government Customer Support
Conference and Expo
Tips from our featured GCS
2006 Speaker -
Fred Van Bennekom
from our featured GCS Event Partner
STI Knowledge, a division of
Dear Friends and
Recognizing others for
doing something positive and making them feel good about
their effort is a known way to inspire people to work
with passion and enthusiasm. The simple action of
delivering a daily act of kindness can have a very
positive impact on someone's attitude.
Mark Sanborn's book
titled "The Fred Factor" emphasizes how performing a
daily act of kindness can make an extraordinary impact
on someone. This is a book about
recognizing others for something they have done or
offering a kind gesture. As Ken Blanchard says,
"this is a book that will
enrich your life by showing you how to enrich the lives
of others and create Raving Fan customers." Brian
Tracy said, "It's about going the extra mile and always
doing more than is expected. It is revolutionary yet
simple. It is life changing."
In Mark's book he defines
the four "Fred Factor" principles. Recently, he demonstrated
the first of these four principles to a friend of mine: "Everyone
makes a difference. The only question at the end of the
day is "What kind of difference did you make?"
My friend, John, recently fell
through the roof of his house breaking his ankle, a few
ribs, and doing some major damage to his body. It
was a terrible fall, bordering on life threatening.
John loves Mark's book,
"The Fred Factor". He buys them and gives them
away frequently, sharing the valuable message they
I know Mark, so I called
him and told
him about John's very serious fall. I let him know
that John really
needed to hear some words of encouragement. Mark called
John directly, much to his surprise.
He offered him words of support, encouragement and
inspiration to stay positive during this time of pain
This week's "Sharing"
is to encourage others to do what Mark did and find a way to say or do
something for someone else to reward, motivate, or
inspire them in their daily activities. One small
gesture or words of encouragement can make the
difference in someone having a bad day to a having a
great day. Mark was an inspiration for John that day and
contributed to a more positive outlook.
Action: Do a
simple act of kindness or share a positive word and make
a difference in someone's day today.
High Tech High Touch Solutions
will find loads of
articles on Mark's website about leadership. You
will also be exposed to the four valuable principles of
"The Fred Factor". Visit his
THE 8TH ANNUAL HELP DESK PROFESSIONALS
CONFERENCE AND EXPO is coming to San Antonio!
September 25th - 27th
Hyatt on the Riverwalk, across from the Alamo
accepting requests for event partners, speaker proposals, and board member applications
8th Annual Help Desk
Professionals Conference and Expo.
EXPLORE YOUR OPTIONS
past year, Donald Trump has gained my interest to
actively follow his work. Wow, what a
brilliant businessman. You may not like
his style or his hair, but he certainly knows
produces a weekly newsletter that is always loaded with
rich content. He contributes one article in each
issue. They explore different aspects of business
about leadership, positive thinking, focusing on goals,
shares inspiring thoughts and much more.
Go to the
and read Issue 28 - 2006/01/17 - Get the Most from Every
Day. This one will make you think about your day
differently. Read it today, apply the ideas, and
see how the rest of your day goes forward, likely in a
At the end of his article in
this issue of the newsletter, Adam Eisenstat, Director
of Communications at Trump University, shares the
well known statement:
"Time waits for no one.
Yesterday is history, tomorrow a mystery, today is a
gift. That’s why it’s called the present."
Explore your options today
and get the most out of your mind and body, be confident
in your abilities and the successes that are possible
given a renewed and positive attitude.
TIPS FROM THIS WEEK’S FEATURED
GCS 2006 SPEAKER: (top)
Fred Van Bennekom,
Don’t miss Fred's Mastermind
Sessions at GCS 2006 (Register now!)
For a decade, Fred Van Bennekom
worked at Digital Equipment Corporation’s field service
organization developing operational reporting systems
for both front-line and senior management. This
experience taught Fred the value that customer support
service can bring to a company – done properly. Fred
researched service’s strategic role in his doctoral work
– thus earning the “Dr. Fred” moniker.
Dr. Fred also developed an
expertise in surveying practices, and he conducts
customer survey programs for clients – along with
teaching surveying skills in his Survey Design Workshop.
His next workshop deliveries will
be April 18-20 in Crystal City, VA right next to
Washington Reagan National Airport and June 20-22 in
the Boston area. Click to
for more information.
The One Number to Know and Grow – Well, Not
Frederick Reichheld's 2003 Harvard
Business Review article, “The One Number You Need to
Grow,” is often mentioned as proof that a very simple
survey is the best approach to capturing customer
feedback. Both colleagues and students have cited the
article to me. The article asserts that measuring a
customer’s “willingness to recommend” a company’s
products or services is the best single indicator of a
company’s future growth. Overall results on that
question yield a company’s "net promoter score," and
this is “the one number you need to grow.”
However, digging deep into the
article we find that a meaningful customer feedback
program also has to identify the root causes for a
customer's unwillingness to recommend a product or
service. The casual reader could miss this critical
information and embark on a one-question survey. For a
survey program to be useful – beyond providing an
overall performance metric – it needs to generate
actionable data. That requires a more robust program.
To read Dr. Fred’s complete
discussion of the Reichheld article, including the use
of the “willingness to recommend” question in a
business-to-business environment and, please click to
Government customer support conference and
What does the IRS, the National Reconnaissance Office,
FAA, and U.S. Census Bureau, Utah.gov, and the City of
Hampton have in Common?
They are all presenting case studies, sharing proven
ideas to use in your own work groups, at the 5th Annual
Government Customer Support (GCS) Conference and Expo!
June 14-15, 2006
Sheraton Crystal City in Arlington, VA
If you work in the public sector, please join us at the
Government Customer Support Conference
in Arlington, VA June 14-15, 2006. Our
speakers have prepared very advanced and educational
sessions to share with you.
Get ITIL certified or become a
Certified Help Desk Manger
Attend Barton Goldenberg's CRM
Boot Camp for the Public Sector.
Join Penny Reynolds from the
Call Center School and Pete McGarahan for invaluable
help desk and call center training.
And so much more.
Our focus has always been, and always
will be on you and
your professional and personal needs.
Check out the
at GCS 2006.
have really pulled together some incredible material. Many
of them will be handing out individual templates, resources, and
white papers for you to take home.
Program details: Posted at
Sponsors: Interested sponsors can email us
There are a limited number of these exclusive sponsorship
EARLY BIRD DISCOUNT ENDS MAY 1st -
SAVE $200 NOW.
Will you join us at the
5th Annual Government
Customer Support (GCS) Conference and Expo?
My promise to
you because I am so sure you will find your investment well
spent at our event is this:
Give us just two days and we'll
deliver to you comprehensive,
educational information in key areas of service and support, with
an emphasis on leadership and service delivery best practices
for help desks,
contact centers and service portals.
If you are not 100% satisfied after experiencing the full two day
program, we will
refund the money you paid us for the conference fee. It's
risk free so why not give it a try. You have nothing to
lose and everything to win. You have my word!
-- Ivy Meadors, CEO, High Tech
High Touch Solutions
FROM OUR FEATURED SPONSOR
STI Knowledge, a division of
Knowledge’s brand of industry leading help desk, service
desk, and call center certification courses have trained
customers worldwide to deliver a consistently high
standard of quality in enterprise support services. STI
Knowledge courses teach students to become champions of
our industry leading best practices, resulting in a
positive impact on customers, employees, and their
company’s bottom line.
Knowledge’s certification courses are focused on
delivering leading edge material, engaging students, and
fostering a collaborative learning environment. More
than 75 of Fortune 100 companies select STI Knowledge
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have seen the positive impact of delivering our best
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STI Knowledge certified and positively impact your
business today! For more information, visit
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Certified Help Desk Manager's course at GCS 2006 and
the conference together.
---->> For a
list of resources and white papers STI Knowledge
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