Kelly E. Middleton, Associate Superintendent of Mason County Schools, conducted an excellent presentation on how to build the most important "R" in the schoolhouse - relationships. For those concerned about reducing achievement gaps, one of the common threads identified in educational literature is the importance of relationships, especially when those relationships are coupled with high expectations. Many espouse the importance of relationships in a school, but few articulate how to systematically address it.

There were 10 "Cruise Ship" Customer Service Concepts which Kelly recommended to slowly develop into your own district, regardless of the size. He recommended making it "your own," and turning it into what works for your school.

1. Form Relationships- Have teachers conduct actual visits to the child's home.
2. Hire and Train for Customer Service
3. Recover Well-  Be able to apologize, no matter what
4. Make Facility Maintenance and Importance
5. Leaders Must Treat Employees Well
6. Always Look for Little Ways to Improve
7. Give Proper Recognition for Excellent Customer Service
8. Monitor and Evaluate Customer Service Through Mystery Guests
9. Keep Back Stage Items Backstage
10. Collect Reliable Information and Use It

Every child and parent should expect the best from the school they attend. "The best companies in the world treat clients with the utmost respect and use the information they have to make their service better for clients." Schools need to adapt to this same concept.

To learn more about Kelly's book, or find out how to purchase it, go to www.whocares-pr.com
Kelly E. Middleton
W 606-564-5563
C 606-584-5204
kelly.middleton@mason.kyschools.us

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