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What does the IRS, the National Reconnaissance Office, FAA, U.S. Census Bureau, and Utah.gov 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!

Sign up now and save $200!
Early Discount ends at the end of April.

P.S. We only have a few rooms left for the government room rate of $145.00.

eSharings - April 2006

Insights, hints, tips, and resources for service and support professionals, given in the spirit of sharing information.

In this Issue:

-- Sharing - Delivering on the principles of "The Fred Factor"

-- Explore Your Options - Donald Trump Challenges Readers to Think Differently

-- Government Customer Support Conference and Expo

-- Tips from our featured GCS 2006 Speaker -  Fred Van Bennekom

-- Resources from our featured GCS Event Partner - STI Knowledge, a division of Zavata

-- Subscription Information


Dear Friends and Colleagues,

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 offer.

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 and misery.

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.



Ivy Meadors
High Tech High Touch Solutions



P.S. You 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 website at http://www.marksanborn.com.



September 25th - 27th

Hyatt on the Riverwalk, across from the Alamo


We are accepting requests for event partners, speaker proposals, and board member applications for the 8th Annual Help Desk Professionals Conference and Expo. 

Email HDP@hthts.com now.


For the 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 business.

Donald 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 website http://www.trumpuniversity.com/connect/newsletters.cfm 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 positive direction.

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.

- Ivy     


Fred Van Bennekom, Principal, Great Brook

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 http://www.greatbrook.com/survey_workshop.htm for more information.

The One Number to Know and Grow – Well, Not Exactly

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 http://www.greatbrook.com/customer_feedback_program.htm.


Government customer support conference and expo (top)

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 5th Annual 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 comprehensive program at GCS 2006.

The speakers 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 www.governmentconference.com.

Sponsors: Interested sponsors can email us directly at GCS@hthts.com.  There are a limited number of these exclusive sponsorship opportunities available.


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



STI Knowledge, a division of Zavata

STI 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.

STI 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 certification programs, empowering support directors, managers and professionals to execute their business objectives. Over 20,000 support industry professionals have seen the positive impact of delivering our best practice methodologies to their customers.

Get STI Knowledge certified and positively impact your business today! For more information, visit http://www.zavata.com/certification_advisory or call (800) 350-5781.

Attend the Certified Help Desk Manager's course at GCS 2006 and the conference together.


---->> For a list of resources and white papers STI Knowledge provides visit: http://www.zavata.com/research_publications/white_papers.asp


We hope you enjoyed this edition of eSharings. Feel free to reprint this newsletter in its entirety with our copyright information intact.

To subscribe visit our website at www.hthts.com or reply to this copy with subscribe in the subject line. To unsubscribe, visit our website at www.hthts.com or click the link at the very bottom of this email where it says unsubscribe.

Note:  eSharings will contain links to sites on the Internet, which are owned and operated by third parties.  High Tech High Touch Solutions, Inc. is not responsible for the content of any such third-party site.

The 5th Annual Government Customer Support Conference and Expo

June 14-15, 2006
Sheraton Crystal City, Arlington, VA

Exclusive Mastermind Sessions with over 30 topics to choose from for Help Desks and Contact Centers.

SUPER DISCOUNTED! ITIL and Help Desk Manager certification courses at unique low Gov Rates being offered at GCS 2006.

Certified Help Desk Manager Training

ITIL Foundations Training

GCS 2006
Event Partners


Association of Support Professionals


Brad Worthley Intl.

Call Center School



Customer Service Group

Diamond Municipal Solutions

Federal Consulting Group



HDI Capital Area Local Chapter

Northwest Call Center Professionals

Help Desk Northwest


Northwest Support Professionals



STI Knowledge




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