How to Counsel to Service Standards

by | Jun 24, 2014 | Higher Education

Great coaches know the importance of keeping their team in line with a clear vision of where they are going.  When team members drift off, the coach is right there to bring them back. When I ask the question to managers “why is counseling employees challenging?” I...

Student Retention and Transparency

by | Jun 3, 2014 | Higher Education

More and more, as I work with colleges and universities, I am hearing the word “transparency” coming up as a needed service standard. This implies to me, that currently, there is little to no transparency. Is it that we live in such a non-transparent world today that...

Hell Has Frozen Over and Pigs Do Fly

by | Mar 4, 2014 | Higher Education

            I read a recent article in Inside Higher Ed on Kenneth Starr being unanimously voted to be chancellor of Baylor University. Yes, the same Ken Starr of Bill Clinton and Monica Lewinsky fame. Yes, the same University that has...

Higher Ed Survival Guide

by | Jan 14, 2014 | Customer Service, Higher Education

A recent article in Slate on Southern New Hampshire University tells a tale of two cities. SNHU was on death watch. SNHU was a struggling private school with declining enrollment, weak finances, and no name recognition. This is not such an uncommon position as over...