Here we go………

Does FIL sell a product or service? A. Product B. Service

Products are: Tangible Consistent Storable Independent of the person who makes them

Services are: Intangible Inseparable from the person who provides them Variable Perishable

How do you market a service? A. Ads B. Mass media C. Relationships

Service with a SMILE FIL Fall Staff Training August 2010 Connected in Christ “speaking the truth in love, we will in all things grow up into him who is the Head, that is, Christ. From him the whole body, joined and held together by every supporting ligament, grows and builds itself up in love, as each part does its work.” Eph. 4:15-16

My Vision to become the 21 st century school of choice in Cedarburg ◦A place where we are preparing God’s children for the future

Business or Ministry? While we may not like to hear it, Lutheran schools are both a business and a ministry. Our ministry is the education of young people. But someone has to pay for this education and, by-and-large, that “someone” is the families that use the school. Without their support and money, the school will close. Keeping their support by offering value for the dollar takes some business acumen. Joel Koerschen

Marketing our Service “Attract new customers (external) and retain present customers (internal) by serving their needs using and blending a set of tools called the marketing mix.” Kotler and Fox: Strategic Marketing for Educational Institutions

Our Tools People = the best teachers/staff Program = the best programs Place = the best location Facilities = the best facilities Price = the best price Promotion = the best marketing

Tangibles help convey the value of the school’s intangibles From the customers point of view, if they can see it, walk on it hold it, hear it, step in it, smell it, carry it, step over it, touch it, use it, even taste it, if they can feel it or sense it, it’s customer service. Super America Training Program

Here’s what we need to have/be… Buildings, grounds and staff look/work sharp School office and classrooms are ready ◦Friendly, helpful and knowledgeable ◦Attractive, neat, clean and organized Teachers and children are prepared to meet and greet parent and student visitors Field trip to visit the competition Everything the school says and does communicates “We Care”

Open House Is EVERYDAY! What can you do to help us to be better in this as we serve our customers? ◦in your classroom/office ◦with visitors ◦in your role here at FIL

We need to S.M.I.L.E. S ervice-minded M eticulous I ntentional L ove EACH child E xtraordinary in all you do

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