Back on another university campus (University of Michigan, Ann Arbor) for my son's parent's weekend, and I've been given another amazing dose of quality customer service. Everyone (and I do mean everyone) connected with this university is "on" all the time. Cheerful, pleasant, willing to go the extra mile to help a moderately lost parent (me) yesterday. Students, faculty, staff, alumni, everyone.
So I was thinking about which comes first, the chicken or the egg. Does UMich train and train and train its employees - - - and then the "be nice" but rubs off on the students, or do they recruit amazing kids and those kids are the example for the staff....or is it some of both?
Certainly, one reinforces the other.
Now, most nonprofits don't carefully select their customers (as the university can with its students), but if the atmosphere those customers enter is always friendly, helpful, and caring, what a great place that is to come for service, and to come to work....
Anyway, just an observation. Heading home today I'll probably think more about this.....And tomorrow I get to privilege of teaching again at Kellogg! I'm excited.