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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What is the secret to staying in business? Knowing that loyal customers are golden! J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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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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Look at yourself in the mirror. Are you really who you say you are? I can’t believe the number of organizations who only focus on creating a brand logo, brand marketing materials, and brand facility locations and not about the actual customer experience. If you don’t live the brand, then what does it matter? If […]
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Student satisfaction has a direct correlation to increased retention. If a student is happy, they will stay. Enrollment will increase because if they stay, they will inevitably tell their friends. This will increase recruitment opportunities which will result in more tuition revenue. Providing quality service means taking good care of the student while they […]
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The University of Southern Maine is trying to avoid a death spiral. Enrollment is down 1/3 leading to a massive budget shortfall. The market will not accept dramatic increases in tuition and the legislature is not willing to bail them out. To survive, 1/5 of faculty and 1/6 of staff positions are to be eliminated. […]
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