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Kelly E. Middleton
- Oct 27, 2021
- 1 min
Public School Gatekeepers Is Out Now!
My latest book on customer service in public schools, Public School Gatekeepers, shows school office staff how to improve customer service.
5 views0 comments


Kelly E. Middleton
- Aug 24, 2021
- 3 min
Treat Your Employees Like They're Your Customers
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...
16 views0 comments


Kelly E. Middleton
- Jul 15, 2021
- 4 min
School Supply Madness: July Is Our Amazing Race/Treasure Hunt
I was at a local bookstore recently and saw one of my public education pet peeves on display: teacher school supply lists. School...
10 views0 comments


Kelly E. Middleton
- Jun 18, 2021
- 2 min
My Upcoming Book and The Angry Customer
Angry customers can hurt your school. Prevent problems before they happen by training front office staff!
34 views0 comments


Kelly E. Middleton
- Mar 31, 2021
- 6 min
The NCAA and The "Covid Excuse”
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? ...
38 views0 comments


Kelly E. Middleton
- Aug 26, 2020
- 6 min
How to Be the "Disney" of Public Education
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...
15 views0 comments


Kelly E. Middleton
- Aug 13, 2020
- 3 min
Food Service Challenge: Know Your Customers!
Kids have a lot of different preferences today versus 20 years ago. Food service simply cannot serve the same staple cafeteria foods...
12 views0 comments


Kelly E. Middleton
- Jul 31, 2020
- 6 min
Rumors, Gossip and Politicking During a Pandemic
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...
10 views0 comments


Kelly E. Middleton
- Jul 23, 2020
- 4 min
The School Reopening Dilemma
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...
65 views0 comments


Kelly E. Middleton
- Jun 30, 2020
- 3 min
How to Create a Customer Service Program without Burning Out
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...
22 views0 comments


Kelly E. Middleton
- Jun 22, 2020
- 3 min
Forging Relationships During a Pandemic
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...
18 views0 comments


Kelly E. Middleton
- May 22, 2020
- 6 min
The Five Senses: Every Touch Point Matters in Food Service
Leaders who want to give the best customer service in their school's food service have a lot of factors to consider. Creating happy...
170 views0 comments


Kelly E. Middleton
- Apr 14, 2020
- 3 min
Consistency During a Pandemic
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...
40 views0 comments


Kelly E. Middleton
- Mar 19, 2020
- 5 min
Public School Customer Service During a Pandemic
"A leader is a dealer in hope." -- Napoleon Bonaparte The 2020 coronavirus pandemic has impacted public education immensely. Those of us...
51 views0 comments


Kelly E. Middleton
- Mar 9, 2020
- 3 min
Administrative Assistants: Have Your Front Lines Received Customer Service Training?
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...
32 views0 comments


Kelly E. Middleton
- Jan 21, 2020
- 4 min
Food Service For the Win: How a Cafeteria Renovation Transformed Our School Culture
When time, creativity and an eye for customer service go into revamping cafeterias, we can have great results.
43 views0 comments


Kelly E. Middleton
- Mar 27, 2019
- 4 min
Exit Surveys - Dos and Don'ts
I was recently reading an article by customer service guru Shep Hyken about the importance of making sure the customer has a positive end...
21 views0 comments


Kelly E. Middleton
- Dec 14, 2018
- 3 min
Under-Promise, Over-Deliver and the Roast Beef Broken Promise
In my most recent book, Competing for Kids, I talked about the customer service concept of under-promising and over-delivering. What that...
50 views0 comments


Kelly E. Middleton
- Oct 21, 2018
- 3 min
Why Customer Service is the Answer to Saving Public Education
In the past, public education thrived because it was the only schooling option for the vast majority of families. Few could afford...
48 views0 comments


Kelly E. Middleton
- Oct 12, 2018
- 4 min
Never Ruin an Apology with an Excuse: Concept #15 Recover Well
One of the most overlooked yet crucial practices in customer service is the apology. People's egos just don't want to admit they were...
79 views0 comments