The Gray Area

with Donna Gray


Are we just working, or are we also listening?

I recently had a couple of customer service experiences that make me wonder why active listening isn’t an important part of customer service training for team members.

Posted at 12:36 PM | Permalink | Comments


Learning to live in the moment

Charles Buxton, an English brewer, philanthropist, writer, and member of Parliament, said “You will never find time for anything. If you want time, you must make it.”

Posted at 01:22 PM | Permalink | Comments


How to cultivate resilience

Being resilient doesn’t mean we don’t experience difficulty or distress, trauma, or pain and sadness.

Posted at 11:15 AM | Permalink | Comments


What does it even mean to 'act your age'?

I’m using this forum to suggest that anyone judging an older person’s abilities and awareness of anything digital better rethink the way they interact with us. They may be surprised to find their story in print — or gasp, online!

Posted at 12:39 PM | Permalink | Comments


The keys to great customer caring

My husband, Dave, and I were on a mission to find golf shirts in mid-August. We shopped the usual big-box stores and then made a side trip to the local Land’s End, where we found just what we needed.

Posted at 04:10 PM | Permalink | Comments

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