k12 | Customer Service Solutions, Inc.

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Create Awareness of Alternatives - 2/4/25


Sandy was hungry, and she was on the move.  Driving between meetings, she saw the restaurant sign and pulled in.  The fast-food restaurant had two drive-thru lanes.  One was for any customer who wanted to place an order on the spot. The other was for mobile orders only.  The Read more

Listen with Your Eyes - 1/28/25


Out of the corner of his eye, Patrick saw the customer enter the lobby.  The customer was carrying a large shoulder bag with several papers in her hand.  The customer was shuffling the papers and looking down; then she stopped, looked up, and saw the staff navigator sitting at Read more

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

From Anaheim Schools to All Our Ears – Purpose and Strategy

Posted on in Business Advice, Education Please leave a comment

Blog 9-11-14I’ve been hearing the word “Purpose” a lot lately. It’s being used to address a person or organization’s mission and how that mission is above and beyond the function being performed.

“Purpose” in the world of education has a very clear meaning to Superintendent Michael B. Matsuda of the Anaheim Union High School District. In a recent Orange County Breeze article, the Superintendent welcomed the students and families into the new school year, but he did it in a different way – strategically, yet personally.

When people think about strategy, they think about planning, tactics, timetables, and milestones. But what that strategy should start with is the Vision, Mission, or Goal – in this Superintendent’s case, the strategy starts with a discussion of Purpose. He notes that “we must align all stakeholders under the common goal of graduating our students college and career ready with purpose.” He links those educational purposes then to community purposes: “A quality education for every child will benefit them through job readiness, a better economy, higher property values, and lower crime rates.”

He then gets into tactics, talking about feeder districts and higher education stakeholders. He talks personally about needed actions for staff and parents, and he discusses fiscal matters. He ends by closing the loop on whom the Purpose is for – the students.

The key lesson learned from Anaheim for K-12 schools and other school districts is this: Before launching the next great initiative, before getting too strategic, and DEFINITELY before getting too tactical, do two things. First, be clear on the Purpose and how that Purpose is about the experience of the student and preparing the student for the future. Second, be intentional about identifying all the stakeholders in the process and educating them on how living that Purpose relies on them and – ultimately – impacts them.

Be clear on the Purpose to best align all actions and stakeholders toward a common future.

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