My son, Russ, was really struggling when he was in first grade. Day after day, he came home with notes from the school about his poor...

To schools and businesses alike: if you ask for my time and input, please use it meaningfully. It's disheartening to be consulted for...

I have been writing and speaking about customer service for over 30 years and I still get excited when I see someone passionate about...

As I eagerly anticipate the release of my sixth book this April, which takes a distinct turn to explore "ADHD Superpowers," I'm...

What every business, school system or leader can learn from the Will Smith slap of Chris Rock I am a huge fan of Will Smith as I really...

My latest book on customer service in public schools, Public School Gatekeepers, shows school office staff how to improve customer service.

One of my customer service principles is that you must give great service to your employees if you expect them to give great service to...

I was at a local bookstore recently and saw one of my public education pet peeves on display: teacher school supply lists. School...

Angry customers can hurt your school. Prevent problems before they happen by training front office staff!

Photo Credit: Sedona Prince via Twitter How Long Will It Take For The "Covid Excuse” For Bad Service To End After The Pandemic Is Over? ...

One of my favorite blogs to read is Shep Hyken's on Forbes.com. Shep always shares good insights for leaders on the subject of customer...

Kids have a lot of different preferences today versus 20 years ago. Food service simply cannot serve the same staple cafeteria foods...

This is the fourth in a series of posts on the 2020 Covid-19 pandemic. You can read the first, second and third on my blog. As public...

This is the fourth piece in a series of posts on customer service for public schools during the Covid-19 pandemic. To see all posts on...

Being a school leader is exhausting work. It's long hours, late nights and lots of coffee. One of the main concerns my clients have about...

This is the third in a series of posts about what schools can do to survive during this global health crisis. You can view the first two...

Leaders who want to give the best customer service in their school's food service have a lot of factors to consider. Creating happy...

I’ll admit it. I love a McDonald’s hamburger and fries from time to time. There’s something so familiar and comforting about knowing...

"A leader is a dealer in hope." -- Napoleon Bonaparte The 2020 coronavirus pandemic has impacted public education immensely. Those of us...

I am often surprised by the lack of training everywhere I go. Whether it's a business, public school, doctor's office or place of...