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 custo...

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 exac...

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

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 worship...

When time, creativity and an eye for customer service go into revamping cafeterias, we can have great results.

I was recently reading an article by customer service guru Shep Hyken about the importance of making sure the customer has a positive end...

In my most recent book, Competing for Kids, I talked about the customer service concept of under-promising and over-delivering. What that...

In the past, public education thrived because it was the only schooling option for the vast majority of families. Few could afford privat...

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 wro...

In today's technologically advanced world, timely communication is critical in order to give great customer service. Historically, the on...

Those of us who follow the news in the customer service world know that the first week in October is National Customer Service Week (NCSW...

Trader Joe's ranks among the top companies in customer service (and tops among grocery stores) every year. Who would ever think that a gr...

When it comes to providing great customer service, it's important to make sure that you're actually helping the customers with issues tha...

Recently, a public school in Florida made the national news when a mother reported that her child was denied lunch for owing 15 cents on ...

I'd like to dedicate this post to the late Richard DuFour (February, 2017) and Rebecca DuFour (July 2018) and their incredible, inspiring...

When it comes to customer service, Cheers got it right: "You want to go where everybody knows your name." But how they know your name can...

We've all made silly mistakes. It happens; we're human. But when it comes to making decisions without using common sense, I have a hard t...

It's home visit time again in Newport Independent Schools. Last year the Kentucky School Board Association honored Newport Independent Sc...