parent | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Should Schools Clap for Parents?

Posted on in Business Advice, Education Please leave a comment

Imagine being a customer walking down an aisle in your home improvement store, and employees are lining the aisle…clapping for you! You know what I call that? Unrealistic.

Maybe you’re a customer walking down a hallway at a hotel, and employees are lining the hallway…clapping for you! You know what I call that? A reality.

That’s what happened to school employees at a Ritz-Carlton in Atlanta, GA. According to the article Enota 1 of 4 honored by state for welcoming families, “A line of Ritz-Carlton employees stretched down the hotel hallway, and applause erupted as a group of public school educators walked by.” Apparently, the hotel occasionally uses the “wall of applause” to convey appreciation for its customers.

So if employees clapped for you, how would you feel (besides “awkward”)? Would you feel appreciated? Valued? Special?

The article notes that “With research showing a clear link between parent engagement and student success, education officials say it’s essential that parents are involved, and they must make sure families feel welcome at schools that can sometimes feel like fortresses.

Many schools are becoming even notorious for loading down parents with early school year paperwork, requests to follow teachers and the school on Twitter, Facebook, e-mail distribution lists, etc. Demands on parents are increasing, and much of this is for the better (to encourage more parental involvement, better communications, safety, etc.). But when you ask your “customer” to do more, at some point you need to show appreciation for that involvement, for that effort, for that reciprocal communication.

Think about what you ask of your customers, particularly if that customer has few alternatives for your services (K-12 schools and local government, for example).

Then identify ways to convey appreciation for involvement, thereby encouraging positive customer behaviors to continue.

Learn about our CSS Education services at: http://cssamerica.com/cssed.htm

Interested in improving your educational organization’s parent/community satisfaction? See our other blog posts at: http://serviceadvice.cssamerica.com/category/education/