Posts by Rob Pocock

How’s your “boilerplate” working out for you?

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1st in a series of 8 Basic Tools for Effective Communication . . . Topic: The Boiler Plate Remember to PATTB!* *Pay Attention to the Basics I enjoyed reading the posts about Jamie Volmer on the SCN homepage.  While I agree with Volmer’s conclusion (epiphany?) that we can’t run schools like a business, I would suggest…

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with Professor Pocock

4th in a series about customer service . . . Topic: Think Win Win The two axes of win-win When I first heard people use the term “win-win” I thought it rather meaningless.  I was pretty sure they meant, “I win, you lose” but with the sugar coating of a nice sounding buzz phrase. It was…

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with Professor Pocock

3rd in a series about customer service . . . Topic: Service recovery Dropped the ball?  Here are six steps to redemption. Even organizations that have exceptional customer experience programs in place will drop the ball on occasion. Sometimes it may not even be their fault. Still, they must accept responsibility for a failed experience created…

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with Professor Pocock

2nd in a series about customer service . . . Topic: Listing customer complaints It’s not all sweetness and light . . . what don’t they like? Have you sat down and listed your most frequent customer complaints?  If not, do it today.  Call together a few of your seasoned colleagues, grab a fresh cup of…

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with Professor Pocock

1st in a series about customer service . . . Topic: Developing a customer mindset Do schools have customers?     It may seem a strange question to ask but I’ll do so anyway:  Do you have customers at your school?  And before you answer that question yourself, I’d encourage you to walk the halls and ask…

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with Professor Pocock

Remember what your mother taught you             One of my assignments at Hope College is to serve as co-advisor to our chapter of Mortar Board.  Mortar Board is the premier national honor society recognizing college seniors for superior achievement in scholarship, leadership and service. I get such a charge working with these students. They are highly…

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