2. Remember, it costs five times as much to bring in one new family as it takes to keep an existing one happy

3. Your Arrival at Work Sets your Tone for the Day Your arrival and the first moments you spend with staff each day have an immeasurable impact on positive motivation and morale.  Start the day right.  Smile.  Compliment a parent on how they look.  Talk about an upcoming event.  Ask how their weekend was.  Thank a parent for bringing in their updated paperwork.  Walk tall and confidently.  Walk around your school and greet people.  Share the goals and expectations for the day.  Let the parents and staff know that today is going to be a great day! It starts with you, You can make or break their day.

4. 1. Know who’s Boss! 2. Be a Good Listener 3. Identify and Anticipate Needs 4. Make Parents feel Important and Appreciated 5. Appreciate the Power of “Yes” 6. Know how to Apologize 7. Give More than Expected 8. Get Regular Feedback 9. Use Powerful, Motivational Words 10. Treat Your Teachers Well

5.  It’s about the PEOPLE!  Get them to stay – stay connected!  Keep them happy!  The passion starts with you! IF I’M HAPPY MY MOMMY AND DADDY ARE HAPPY! IF OUR CHILDREN ARE HAPPY, WE ARE HAPPY!!

6.  You will be judged by what you say and do  Study the competition  Treat people with courtesy and respect  Never argue with a parent  Don’t leave parents, or inquiries in limbo  Always provide what you promise  Remember employees take their cue from management  Do you know your parent’s names and the names of their children?  Go the Extra mile! 

7.  Don’t make promises unless you will KEEP them!  Give the complaint your attention.  Be helpful, even if there is no immediate profit in it.  Train your staff to be ALWAYS, helpful, courteous and knowledgeable.

8.  During a visit  Honor uniqueness!  Take the time!  Surprise them!  Treat them like they are “special”  SNAP TO ATTENTION!  Adopt the HAPPINESS-PLUS-ONE RULE Make your staff feel they are a part of the team!

9. Try following THE 70/30 RULE: Spend 70% of your time servicing new customers. Spend 30% of your time following up with existing ones

10. Customer service doesn’t come from a manual, it comes from the heart. When you’re taking care of customers, you can never do too much. And there is NO wrong way-if it comes from the heart. Debbie (“Mrs.”) Fields

11.  We owe it to the customer  We owe it to our organization  We owe it to ourselves

12. operations/shared documents/CFC/Family Event Calendars. Other suggestions to include: Field Trips Parent Meeting Parents Night Out Charitable Events Holidays Haircutting Holidays Staff Birthdays Staff Years of Service Week of the Young Child All Schools are required to host at least 1-2 family events each month.

13.  Coffee bar  Breakfast on the go!  Phillies Day  Open House  Free cupcakes  Thankful Thursdays  Fall Festivals  Help by simply assisting  Make yourself visible  Communicate by preferred method  Be visible  Be flexible  Go beyond the call of duty  Family networking board

14. PARENT WORKSHOPS  Biting  CPR and First Aid  Teaching your Child to Read  Saving for College  Nightmares – why?  Potty training  New baby brother or sister – yikes!  Aggression  Nutritious snacks  Childhood obesity  Kitchen safety  Swimming pool safety  Fun games to play in the car when traveling on long trips EVERYONE LOVES A GIFT!  Framed picture of their child  Muffin Mix  Flowers the children have grown from seeds  Potpourri  Movie Nights  Placemats  Cookbooks  Clay sculptures  Poems or school poetry book  Candles the children have made with sheets of honeycomb wax  Card made by their child  A phone call from their child during the day to tell them that they love them  An e-mail with a picture of their child while at school

15. http://www.stservicemovie.com/miami?utm_source=MO&utm_medium=01- 24-2010&utm_campaign=STSR To Conclude this training we would like you to view a short movie which truly represents the value of great customer service/going the extra mile! "Your living is determined not so much by what life brings to you as by the attitude you bring to life; not so much by what happens to you as by the way your mind looks at what happens. " ~ Kahlil Gibran