Emma is a four year old, who will enroll in your school’s preschool class for the 2016-17 school year. She is smart, friendly, and happy! As a leader, you hope she remains at your school until middle school graduation. For every year she enrolls in your school, her parents will pay $10,000.00 – $100,000.00 over the next ten years. Every year in which she likes to attend your school, she will persuade two other families to enroll at your school. Her satisfaction will add up to a lot of money! When Emma is happy, her mom and dad are excited. They tell other people the wonderful things about your school.
Her story is about good customer service – internally and externally. Internal customer service is how a school engages parents, students, faculty and staff. External customer service is how a school’s personnel engage the community. Customer service is the most important aspect of your school. Poor customer service leads to dissatisfaction among families and lower enrollment. While excellent customer service leads to high levels of happiness, and generally an increase of enrollment.
- Learn How to Meet Customer Expectations /// Parents desire their children are in a caring, nurturing, and safe environment that allows their children to grow academically, spiritually, and personally. Families want to be treated with respect and dignity. Parents need to have their questions answered in a timely fashion, and their children needs to be met in a reasonable manner.
- Assume Personal Responsibility /// School administration and faculty personally assume the responsibility of assisting or directing customers to the appropriate individual. Principals and teachers should not pass off customers, especially those who are difficult.
- Don’t Over-Promise and Under Deliver /// Don’t sell your school as something it is not. Families will become irritated and leave, and your school will experience a lot of negativity. Leaders are best to under-promise, and over-deliver.
- Solve Problems in the Classroom /// Issues between parents, students, and faculty members should be resolved in the classroom, and should not escalate to where an administrator must step for in customer care. If a parent comes to an administrator, he or she should refer the issue to the teacher.
- Develop Good Systems ///School leaders should have a process to react to negative feedback and ensure complaints don’t get out of hand. Ensure faculty members, parent ambassadors and student leaders don’t fuel fires by gossiping, lying, or slandering.
Request your time to chat now!
Jodi Dean, Consultant
Dean School Consulting
Empowering faith-based, private and independent schools to impact their world through increased donations, awareness and enrollments.