Big Picture

At my place of employment my team and I are entering the busiest time of year. We have hundreds of students to help as they work to complete their financial aid, housing, and items pertaining to their student accounts for the fall semester. As we are getting into this busy time there are dozens of tasks that must be completed daily and weekly and it can be very easy to focus on them rather than our customers. We routinely remind ourselves of our purpose (to prepare leader-servants) and why we are doing what we are doing. It is important to always stay focused on best-in-class customer service. My team works together to remind each other of that. Each week in our staff meeting we review a customer service concept or principle and share ideas of how we could implement it in our office and our experiences with it and our customers. It keeps us focused and excited to serve while we perform all of the necessary tasks. We should all do this from time to time, stop and evaluate how we are doing and what we could be doing better, particularly in relation to our customers and their experience with us.