Kids as Clients!


Recently, I had to go to the DMV to update my driver’s license. It was an hour of my life I will never get back, and it is safe to assume that nobody will model their customer satisfaction systems after the DMV.  One should not have to take an afternoon off from work to get their identification renewed. This got me thinking about how organizations treat people and what experiences people expect.

Chick-Fil-A has non-negotiables, in that they expect employees to say “My Pleasure” without fail.  There is indeed an interesting spectrum there. 

Does your school treat customers like the DMV or Chick-Fil-A? 

Is it reasonable for teachers, administrators, custodial staff, and aids to be in the customer satisfaction business? 

The late Phil Schlechty taught us to see students as customers in our schools and work to engage them as such.  I hope the students who enter the building each day do not go home feeling like they had to “take a number” at the DMV.  We can in fact provide superior customer service and ensure a school is a place one goes because it changes the trajectory of student lives.

Ty Duncan – MindPlay Business Development