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Where to start? The middle perhaps?
Now that I have your attention, lets talk about customer service in higher education. Based on the current presidential campaign in the United States the middle ground appears to be an impossible...
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Are you my customer?
Do you remember the children’s book, Are You My Mother? The story of the young bird asking, over and over, the critical question, are you my mother? I believe that leaders in higher education need to...
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Listening as customer service
Last week I attended the 2016 Minnesota summit on preventing campus sexual violence. It was a difficult topic, but very energizing to be with 300 people from 57 different campuses who are engaged in...
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Is the customer always right?
I imagine this isn’t a revelation to anyone who has ever worked with another person – no one is ALWAYS right – not even the customer. On the other hand, we know that customer satisfaction in higher...
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Stewardship means change!
“Houston, we have a problem….” is how Jane Wellman, higher education finance expert, describes the reality most public higher education institutions are facing today in an Inside Higher Education...
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A balancing act!
Stewardship and fundraising is a delicate balancing act for leaders in higher education. And it is easy to crash! A 2014 doctoral thesis from Penn State provides details on what drives donors to...
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Find the sweet spot!
Author Dan Pontefract has released a new book that I found energizing and I encourage you to check it out. In The Purpose Effect (2016) he suggests that leaders can help their people recognize the...
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Where’s the meaning?
If the people on your team have to ask “Where is the meaning in my work?” something is wrong! In his book Meaning, Inc. , Gurnek Bains ecourages leaders to bring the organization’s mission and vision...
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You mean I have to talk (and listen) to people!
As a confirmed and proud introvert it is hard for me to reach out and ask for help. Others of you may be confident extroverts and struggle to truly listen to others. Either way, when you transition...
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Can you see from where you are?
What engages your people? At our colleges and universities we hope it is the success of our students both during college and after graduation! What would your people say? In reality it is often...
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