Why Superior Customer Service is not just for Parents
By Davina Spillmann, Senior Consultant, IndySchool Consultancy
Anyone who knows me knows that I am obsessed with the Book, “Unreasonable Hospitality”, by Will Guidara, and want to be a Dreamweaver when I grow up. It has resonated with me that as educational leaders, we have to be masters of customer service. When I say this, I mean with all stakeholders- parents, certainly, but this includes your surrounding community and, most importantly, your staff. Unreasonable Hospitality implies a relentless pursuit of exceeding expectations.
We see great visuals all the time on LinkedIn and other platforms, but how often do we stop to consider what they mean for you and your organization, especially your direct reports or teachers? As Guidara writes in the book, “The human desire to be taken care of never goes away.” Some leaders get caught up in SWAT analysis, Kotter’s 8-step change model, or continuous feedback loops. They absolutely serve a purpose, but I also contend that in schools, it comes down to a simple premise: if the teachers are happy, the students will be happy, and therefore their parents will be happy.
What does it look like to keep your teachers happy? This is where unreasonable hospitality comes into play. Teachers want to be heard. Teachers want more time. Teachers want to know their value.
Be intentional in building relationships and even small talk. If you ask someone how they’re doing, really listen and care about the answer. Once you know more, engaging them as a person and not just an employee is easy.
Show vulnerability. Don’t be afraid to offer up a piece of yourself or to allow your teachers to criticize you with constructive feedback. We should all be asking the question, “What can I do better?”
Give staff permission to be creative and innovative. Even an old dog can learn new tricks and when encouraged, you’ll be amazed at the ideas that come your way.
Guidara also suggests the 95/5 rule: Manage 95% of your business and finances meticulously. However, allow the remaining 5% for superfluous fun. This could lead to unexpected yet beneficial outcomes. Even if it doesn't, the risk is relatively minimal.
Remember “one size fits one”. Someone may want to be a team chair, someone else may just want a sub for the afternoon to finish grading an intense student assignment.
Right now, I’m reading “Radical Candor” by Kim Scott. From my perspective, the two books are completely compatible with one another. Scott also discusses the power of the personal connection, but she also explains that it is necessary in order to “challenge directly”. This scares many school leaders, but as we all know- clear is kind. Administrators need to give, and be willing to receive, praise and criticism immediately. There could be a temptation to delay it, caused by the fear of confrontation or simply by a lack of time. However, immediate reaction relieves you from the emotional burden and enables you to address and solve the issue before it gets too complicated.
Scott writes, “When Radical Candor is encouraged and supported by the boss, communication flows, resentments that have festered come to the surface and get resolved, and people begin to love not just their work but whom they work with and where they work. When people love their job, the whole team is more successful. The resulting happiness is the success beyond success.” One other example I love from the book is that every workplace has rockstars and superstars. Rock stars are consistent, solid, they ground a team, and are often very happy exactly where they are. Superstars, on the other hand, have a steeper growth trajectory and are looking for change and new opportunities. Unfortunately, rockstars are often overlooked. Make sure to let your rockstars know that they are as integral to your faculty as any superstar and find personal ways to show appreciation for them.
At the end of the day, each school leader, especially those who value themselves to be servant leaders, should be asking themselves:
Did I spend time forming relationships?
Was I clear to be kind?
Was I able to use Radical Candor?
Was I able to provide any unreasonable hospitality today?
Did I accept feedback from others with an open mind and generous heart?
Maybe some days it’s as simple as bringing in Italian ice for the staff during the September heat. Or allowing someone an extra day off because a friend gave them Taylor Swift tickets. You know your staff best. How will you be the best servant leader you can be?
Davina Spillman is a Senior Consultant at IndySchool Consultancy. She leads executive searches for senior administrators and heads of school. Please reach out to Davina at davina@indyschoolconsultancy.com with any questions.