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When You’re the Educator, What Should You Teach? - 1/21/25


The best customer service professionals are also excellent educators.  Not only within the organization, but I’m talking specifically about the role they play as educator with their customers.  With all the self-service options that technology provides, customers often have the opportunity to do things on their own, to investigate Read more

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

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Culture Transformation and K-12 Schools

Posted on April 24, 2014 in Business Advice, Education Please leave a comment

Blog 4-24-14Changing a culture in an organization of any size is a challenge – but it’s often a challenge that must be addressed if the organization wants to succeed. And in the world of K-12 school systems, the organization’s success is dependent on the student’s success, so culture change has an even higher calling – to improve the capabilities and likelihood of success of the children.

In the article Allentown School District proposes new high school as part of ‘transformation of our culture’, the school system is trying to create a new focus for many of its students through the development of a new high school – one that is local-industry focused and requires a great deal of partnering with local businesses. This is a new way of thinking, of building, of teaching, and of growing the talents and confidence of local youth.

When describing the overall culture transformation process, the Superintendent states “It will not take 10 days, or 10 weeks; it may even take 10 years before it’s all over because we’re talking about a fundamental, systematic change.” The article notes that “District officials hope this change will keep the district relevant and competitive with charters.” The School Board President notes that “This is a vision, and we all know that visions cost money.”

A way to summarize these key points is to say that competition can be a driver of change. Change requires a vision, that new vision often requires a new culture to enable it to succeed. And to succeed in the long-term, sometimes it takes a longer-term view, time, and money.

This is not a negative about change and competition. In the public school world, it’s become a reality. And to those K-12 organizations wanting to succeed long-term, doing as has always been done is a recipe for a slow, painful demise.

Look to the future with a vision about how to improve the capabilities and likelihood of success for children; then determine the culture that’s required to begin moving toward that vision.

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