The Power of Answering the Telephone Properly

Have you ever called another business or organization and heard something like this,
“ABC Company.” That’s it, nothing else. How did it make you feel? Probably not very welcome.
Yet, this type of a response is repeated day in and day out all across the country.

When it come to differentiating your public school district as one that is exemplary, the telephone is the place to start. It has been shown that your callers are forming an opinion of your organization based on the way your telephone is answered within the first six seconds. That opinion can be a positive or a negative one. If it is the latter, don’t expect to make the kind of an impression that will lead to attracting new students or retaining the ones you already have.

The main reason the telephone is answered in a positive or a negative way in school districts is because of what leadership will tolerate. The superintendent or principle is responsible for making sure that the telephone is answered properly each and every time it rings. If leadership makes it a priority it will be a priority.

Here is simple format to use when answering the telephone. 
“Good morning, ABC Public Schools,  “This is Mary. How can I help you?” A variation of this is
“ABC Public Schools, This is Mary. How can I help you?” The difference between the two examples is rather than using the words “good morning”, the person answering the telephone can use his or her voice inflection to communicate their greeting.

Please note, it is critical that the person answering the phone identifies themselves by giving their name. Your parents and community members want to know there is a real person answering their phone call and not some nameless entity. By having the employee give his or her name to the caller, it demonstrates the desire to be personally accountable to satisfy that person. Your parents or community member like to know that if they need to call back about this particular concern, they will know a person on a first name basis who is familiar with their situation.

By making sure that all of your staff at each one of your schools uses this simple formula on a consistent basis, you will maximize the way you communicate your school system’s professional image. It will be a constant reminder to the people you serve, that you and your school system are committed to excellence, and stand out from the rest.  

For more information on how Tom Borg Consulting, LLC. can be a speaker for your next in-service day or consult with your school district to help it attract and retain more students please contact our office at 734-404-5909 or email our office at TomBorg@TomBorg Consulting.com

Learn to Disagree - Agreeably

Anytime you are working with one or more people there is room for disagreement. Since everyone is unique and has had different personal and professional experiences in their life, it is normal and natural to expect differences of opinion when working together on a project or assignment.

The key here is not to take it personally, but to take it professionally. In other words, the goal is to look at the situation where there is disagreement, and see how both perspectives can possibly be combined to create an even better solution. In other words learn to disagree - agreeably.

What this means is getting your ego out of the way and being able to be more objective when working towards a solution. It might mean that your approach is not a good fit for this particular project or your co-worker’s approach may not be acceptable. It might even mean that neither approach is correct, and you will have to go back to a discussion and come up with a new solution. Regardless of the final approach, it is going to work out much better if everyone keeps their ego in check.

It has been said “when two people in that work together in a public school district always agree, one of them isn’t necessary”. To think that a certain way of doing something is the only way is not only myopic but foolish. Like I mentioned earlier, the main thing to remember when working with others is that it is ok to disagree, just do it agreeably. A true professional is one who sees the big picture and works toward creating the best solution using the proper amount of input from others.

So in summary, keep your cool and don’t take differences of opinion personally. The result will be a more productive and harmonious work environment.

For more information on our services for your public school district please contact our office at:
734-404-5909 or email us at tomborgconsulting.com or visit our website at:
www.tomborgconsulting.com

Charter Schools - How to Help Your Staff Think Positive in Your School District

A number of years ago my wife and I attended a Detroit Tiger baseball game. We sat in the left field section just far enough back from the fence that we had a clear view of the field. In the third inning a little old man walked up in front of our section and said, “ Alright everybody, we’re gonna do the Wave.” I said to Elizabeth, my wife, “what’s this guy doing? Does he think he can get all of us to actually stand up and do the Wave?” I would soon find out. This spunky little guy was determined. He launched into his shtick. He went on to say, “That’s right everyone, if you just work with me, eventually we will get this entire stadium to do the Wave.”

I commented to Elizabeth,  “This I’ve got to see.”

Then he continued his routine and said, “Alright here we go. Ahh one, ahhhaa two, ahhhhhaaa three!” and approximately 13 kids jumped out of their seats, waved their arms, giggled, laughed and then sat down. Well, I thought to myself, he had just failed. And now he would just give up and walk away. But, he didn’t. He kept cheering the crowd on to do it again and again. After several attempts, much to my surprise, he was able to get the entire stadium of about 30,000 people, including my wife and I, to do this thing called the Wave. Needless to say I was totally impressed.

I said to myself, “This is a man I must meet.” A few innings later I saw him near a hot dog stand and walked up to him and introduced myself. I then asked him how he able to get the entire crowd to do this thing called the Wave. He went on to explain that he believed when he was able to get  fans to cheer for, and support the home team by doing the Wave, the players performed better. When the team played better the crowd enjoyed the game even more. It created a win-win situation. He went on to tell me that when he walked into the stadium, he knew exactly the results he was looking to attain and he added, “I’m just crazy enough to do what it takes to get those results.”

I learned something that day about life. I learned that was if I wanted to truly get the results in my life that make a difference, I must be determined enough to do what it takes and persist long enough until I get those results.

How about you? Whether you are a superintendent, principal, teacher, bus driver, food service employee, school board member or any other staff person that works for your school district, are you determined enough to do what it takes to create a positive mind set of delivering service to your students and parents? If you are, good for you. If not, why not? What do you need to do to change your mind set?

One key to breaking a negative and pessimist mind set is to look around your school district and  become a detective to discover what is positive and good. Look for what is going right. What are some of the things for which your team can be proud? List a few of them here.
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Tom Borg Consulting, LLC.,  is a consulting group that specializes in student attrition,public school consulting, strategic planning, leadership training, team building, and customer culture transformation for public school systems in Michigan and the United States. For more information please call 734-404-5909 or visit our website at www.TomBorgConsulting.com

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