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Guest post by Karen McPhee

“Making a list” Is not just for Santa In last month’s blog, I recommended you start a list…the names and addresses of all the community leaders in your district. Got it?  Now let’s put that list to work for your school district. Too often, we attack the “public perception” problem as if it’s one giant…

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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 Mark de Roo

Communicating a mile wide and an inch deep OK, call me “Mr. Efficient.”  Yeah, I like to multi-task or at least try to kill two birds with one stone.  I usually do that early on Sunday mornings when I try to build the mind while trimming the bod.  On the physical side, I run three…

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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 Mark de Roo

The death of the job description Staples. If there ever was a success story in the office supplies world, this is it. You got to know they got something going on when the arena where the Los Angeles Lakers play is named “The Staples Center.”  Personally, I like my local Staples a lot. Their customer…

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