Students are making the rounds of colleges these days trying to determine what will be the best fit for them for the next four years of their life. Not only are they looking at the academics, they are also looking for who makes them feel the most valued and cared for. High Point University knows […]
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We all know that a higher education institution is not a theme park, it is not a vacation, it does not have rides, and it doesn’t have characters, so it is not Walt Disney World. But in their industry of theme parks, Disney is one of the most successful at keeping guests coming back. Are […]
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Why have those higher ed institutions that have implemented a culture of service excellence been successful? Three important reasons: 1. In a culture of service excellence, students and faculty feel they matter and belong. This is critical because students learn best where there is mutual care and respect. This is a part of the environment […]
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The number one reason why an initiative focused on creating a culture of Service Excellence is not as successful in a college/university as it could be is: Senior Leadership Commitment. There is an old fable about a Pig and a Chicken walking down the road. The Chicken says: “Hey Pig, I was thinking we should […]
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Summer college tours are in full swing. Across most university campuses, it is not hard to find large groups of young, curious faces following a designated school leader around a campus listening to a prepared spiel . It’s also not unusual to see a group of older adults (parents) trailing behind a few feet trying […]
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Last week I was working on a large university campus training internal managers to become trainers of a customized 3 hour staff workshop on Service Excellence. This was the culmination of several months of prior work that involved developing a Service Philosophy and Service Standards, creating a Service Excellence Team, and conducting Manager Workshops. The […]
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Hire nice people. It is in the top three reasons why guests say they keep going back to Disney: it’s because the cast members are friendly and courteous. If you truly want a culture of service excellence, it must start with the people you hire today. How does Disney do this? It starts with […]
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Many colleges are starting to host Open House Days for students that have been accepted for admission to their school and also inviting students who are still deciding on which school to choose. Most higher ed institutions are thinking about how they are being compared to other higher ed institutions and many feel good that […]
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This week many college students are moving into their apartments and dorms to get settled in before their rigorous class schedules begin. Most colleges are very happy they have met their enrollment numbers for the semester, but now the real test begins, and it begins this week. Are we going to be able to retain […]
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