One could argue that winning cultures are the center of everything. A lot of colleges and universities around the world have recently discovered this secret, and it’s one that many institutions have started trotting out as its admissions center piece.
With every challenge that we face as professionals comes an opportunity for each of us to deliver improved, measurable results and exceed expectations. Seek out pristine points of reference in your professional and life experiences.
Value does not exist by itself; value exists in the connections made between things. As a growing software and services company, we believe value requires interpretation. Sometimes the value doesn't come in the form of a delivered solution, but rather later, when one creates a report or illustrates with data the impact that a solution has had on an operation (and perhaps on its bottom line).
As we see campus projects underway everywhere, we are inspired by the energy that each brings to the community and their institution. We are of the opinion that there should always be a shovel on the ground, not only to fill the need for a renewed structure, but also to clearly communicate a vision of progress and energy.
Communication styles can differ depending on who sits in the corner office, but the planning around how and what to communicate should be an institution-wide decision. Before your staff comes to you with the next emergency, take the time to educate those around you with the important messages that should be over communicated to the customers.
Every institution starts its journey to greatness by creating some ground rules of engagement. These promises are embedded into the forefront of any business, and they become a basic expectation of everyone who works in or with that business. Employee behavior follows culture, and business outcomes follows employee behavior. It just needs to be delivered on consistently.
Increasing the topline means increasing your student headcount without increasing your discount rate. If you are looking for a strategy that really pays off, make it a priority to focus on cultural change and institutional unity.
Higher education should strive to do whatever it takes to be "easy to do business with." We need to be better at understanding and responding to students' expectations and encourage problem solving on the front lines. As leaders in higher education, we have an opportunity to create meaningful cultures that encourage our teams to own the students' experience.
Your capability to deliver with speed and quality depends on your momentum. If you want to excel, then you must have the discipline to start building momentum towards productivity now.
What are the pillars of superb customer service? Although it doesn't necessarily matter what industry you're in, it does matter how the focus on the customer is shared as a key strategy across an organization. The more customer-centric you are, the longer it takes your competition to figure out your game.
A few years ago, I started reading articles that discussed how companies were hunkering down during the recession and shedding unnecessary expenses in order to make it through without necessarily introducing layoffs. The author went on to note that these businesses were focused on hording cash and attempting to build liquid assets (rather than invest too much in infrastructure, etc.), and in doing so would be in a better position to grow quickly once signs of a recovery started to appear.
Why do we feel as if we need to gear up to work when we leave for an extended holiday? The answer is simple. When you are away from the structures of an organized business you slowly enter into the zone of habit. You are slowly and steadily trained to deliver in a well set routine, with boundaries, players, and roles well understood.