Customer Service

Mitigating The Risks Associated With An Un-User-Friendly Crisis Plan

In the first blog I wrote here, we talked about being proactive with our crisis response protocols.  In this post, we’re addressing why its important to make that plan very user-friendly. Many large universities and organizations have a crisis management plan, and some have taken the time to distribute them to their administrators and department…

The Best Time To Think About Your Crisis Response Protocol Is Before You Need It

The key to effective crisis communications and issues management is planning – in advance of any crisis or an issue that your university could face. Anticipating the types of challenges your institution could encounter and planning for them proactively will provide peace of mind knowing that any situation can be handled strategically and efficiently. Most…

Is Good “Customer Service” Creating Problems?

I recently read a blog post by Tim St. John (@timstjohn)that resonated with me, as it likely will with you if you work with students on any level.  His blog post entitled The “Customer” Service Paradox in Higher Education caught my attention, as Student Housing Matters has published at least two other blogs about this long discussed/ debated topic…

Step Out Moment

On a typical day at the office in the week leading up to final exams, I received a phone call on my direct line.  The caller seemed startled when I answered the phone. “Hello, this is Doug Brown.” There was a short pause and then the caller said. “Is this the president of Capstone Management?…

Connecting with Prospective Students

Just in case you missed the essay written by Catherine Sloan for Inside Higher Ed, I am providing the link.  Ms. Sloan offers a perspective which applies not only to recruiting students to a campus, but serving them after enrollment.  Her words offer a clear reminder that we must never stop seeing through the eyes…

Are Student Residents Customers?

I recently read an article published by the non-profit Center for American Progress and it really got me thinking. I’ve always had strong feelings about treating our residents as customers. It’s hard to get around the fact that they are customers as they pay to live in housing.  But if the adage “the customer is always…

From Seth Godin’s Blog: Usually, a lot is insufficient

Interesting Seth Godin blog on exceeding expectations. Click Here  I particularly like this: “Marketing isn’t merely bragging. Marketing creates a culture, tells a story, and puts on a show.” What stories can you tell about exceeding expectations with your housing program?

Providing Remarkable Services

I am a big Seth Godin fan.  His blog is one of the few that I read faithfully every day.  It always has something insightful and/or thought-provoking about marketing and customer service that you can actually put to use. January 1st of 2012 marked a new chapter for the student housing professionals of Capstone On-Campus…