School Bus Drivers Who Care: 20 Tips to Improve Student-Driver Relationships is the latest release in my series of books about customer service for public schools. So far I've written books for all employees , administrators , teachers , food service employees , and front office staff . Now, I focus on the transportation department—a group I find to be overlooked by many administrators looking to improve their school's customer service. In School Bus Drivers Who Care , I sha

The Nordstrom Tire Story In my books, I frequently reference customer service research which shows that consistently going above and...

Anyone who's read my books or followed this blog knows that I have a big problem with policies getting in the way of companies giving...

As someone who has spent a career leading people and writing about customer service, I try hard to give businesses and their leaders the...

Imagine this: A busy professional finally gets a break in their packed day—their one chance to run an important errand. They rush to your...

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...