Weekly Inside Story
December 14-18, 2015
No Greeters for this week - ESC Planning
Region 7 ESC
DMAC Design & Delivery Coordinator
Special Ed Specialist (3)
High School Science Specialist
ELA Specialist, Middle School
Educator Certification Specialist
.NET Application Developer/Programmer
IMS Assistant Director
Bilingual Family Service Worker - Longview
Desktop Support Technician
Head Start Mental Health Specialist
Federal Programs Specialist
Family Service Worker - Carthage
Family Service Worker - Eustace
Director, Center for Federal Programs
Administrative Secretary - DMAC (Internal Posting)
Thank you for coming and presenting at our Hispanic Parent College Night. I was very pleased with the turn out and I think the parents appreciated it. Can you please send me a copy of the sign in sheet? Thanks,
To: Wright, Sherri <SWright@esc7.net>
Subject: Thank you!!!
Thank you so very much for stopping by to check on me. I am so very glad you are there for us (counselors). Your help and support has been helpful beyond words.
I truly appreciate the constant, consistent contact and support you offer.
Even counselor's need counsel, and you are a great find!
I appreciate you,
Bullard Middle School
To: Johnson, Linda
Subject: RE: State Assessment
Thank you so much! I shared these new features with principals today in our admin meeting and they LOVED both of these dashboards! Thanks for getting us updated.
It Is Not Our Fault but It Is Still Our Problem
Excerpt from What's The Secret? To Providing a World Class Customer Experience by John R. DiJulius III
After an exhilarating day at Disney, your family is leaving Magic Kingdom Park. It is 8:30 PM and you are I the parking lot. All of you are exhausted and impatient to get back to your room to shower and hit the sack.
You look at your spouse and ask, "Where did we park?"
She looks at you and says, "You're kidding -- right?" Neither of you remembers where you parked. So how hard can it be to find your car? Like 20,000 other people, you came here in the parking lot. your only option appears to be to wait until the park closes at 11 PM and see what white minivans are left.
Whose fault is this: Disney's, yours, or your spouse's? Should Disney be responsible for reminding you where you parked? Disney, however, is aware that the average family visiting today traveled four hours, they arrived in a white minivan, and before the driver put the can in park, the kids opened the door and were running for the entrance. The parents are too concerned about catching up with their kids to stop and think about where they parked. Disney already knows that tonight a number of families will return exhausted to the parking lot, not remember where they parked, and just want to get back to the hotel.
What does Disney do? They anticipate a major service defect. And they solve it, ever though it isn't their fault. They have people drive around the parking lots in golf carts in search of families that look lost.
A Disney Cast Member pulls up to your family and says, :Did you forget where you parked?"
You nod and say, "We're driving a white minivan. Does that help?"
"Do you remember when you arrived? A ballpark time will do."
"About 11:15 to 11:30 AM."
The Disney Cast Member checks his clipboard and says, "Between 11 AM and noon we were parking in the Goofy section. Jump in! I will take you to that section, and we can find your car with your remote key." And it's done.
Was it Disney's fault that you lost your car? Absolutely not. Is it their problem? Absolutely yes because Disney knows that every day several people will lose their cars and potentially be stranded for hours, a situation that could totally ruin the memory of their Disney experience.
This is a great example of what being zero risk is all about. Being zero risk applies regardless of whether your company is at fault. World-class service companies create protocols to proactively handle their most common service defects, and they train their employees how to extinguish small flames long before they turn into a raging fire. Even if a defect is not your fault, your customer will associate the issue with doing business with you. This is a critical issue for all businesses, at all levels, because when these situations arise, in the vast majority of instances, the employee immediately and instinctively becomes defensive and responds, "It's not our fault." Managers and front line employees alike are shocked that the customer expects the company to be responsible and make it right.