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How to Speak Millennial

How to Speak Millennial

By 2017 millennials will have more spending power than any other age group. Let that sink in for a bit. There are more than 80 million millennials (Generation Y)—the demographic group born between 1979 and 2001—in the United States. While there is a portion still in...
Birthdays and the DMV

Birthdays and the DMV

It’s my birthday, so I’m writing this blog post from the DMV. Yep, Maryland is one of those states where your license expires on your birthday, so here I sit while I wait for my number to be called. As I wait, my thoughts turn of course, to donor service and some...
Leading with Empathy

Leading with Empathy

There are tons of books on how to provide outstanding customer support. They recommend strategic language, exercising conversation control, adjusting your tone. All of those things are important, but there is one key ingredient to excellent support that, if missing,...