Kimberly, Excellent insights. Knowing your "external customers" offers you the opportunity to tailor experiences to their specific needs at your institution. What are some of the ways that you customize the experiences one of these external customers may have at your institution? Shannon Gormley

Kimberly, Thanks for sharing your approaches. It sounds like you've worked to connect with your students in a way that works best for them and will continue to look at options for doing so. Keep up the great work! Shannon Gormley

Connie, Great idea! This may be an ideal way of getting ideas for addressing a challenge such as this. Shannon Gormley

Connie, Great way to invite people from the communiity to experience your school while also offering a service to others! Sounds like you do a lot to cultivate relationships with the community at large. Keep up the good work. Shannon Gormley

Connie, Great ideas! What a great way to appeal to people in a different way. Let me know how it goes. Shannon Gormley

Thanks for sharing, Connie! I get the sense that you value partnerships that help foster postive outcomes for all and that's wonderful! Keep up the good work. Shannon Gormley

Thank you for sharing your definition, Janeane. It sounds like you work to deliver customer service that inspires return visits and probably some referrals, too! I'm curious, what are some of the specific things that you do on a daily basis to "live" your definition of customer service? Shannon Gormley

Janeane, Great insights. The greeting can do a lot to establish a positive customer service experience and postive connections with your customers. What specifically do you do to make sure your external customers leave your school 100% satisfied? Shannon Gormley

Excellent approach, Janeane. This is a great way to provide exceptional customer service to your colleagues. How do you find your colleagues respond to your internal customer service? Shannon Gormley

Janeane, Thanks for sharing your insights. Including the front desk staff in your customer service experience while mystery shopping is an important component. After all, the front desk staff pay a major role in helping your prospective students feel at ease and welcome when they first arrive. What would you do to ensure this is happening in your department? Shannon Gormley