Elizabeth Roberts

The use of mystery shoppers is not only to outline areas of improvement, but also allows space to commend practices that are going well.

It takes a campus to graduate a student

We should seek to make the customer experience the best we can from start to finish with internal and external customers

Customer service standards will always change and it is important to anticipate changes and "act the part" each day to ensure satisfaction.

Sharing a common goal, interest and supporting one another go a long way in collaboration. Win together, lose together, improve together.

The key to ensuring your message is received is to match the media and the message to the recipient. 

I think it is important to know which generation someone is part of as a baseline, however we also have to keep in mind that they may display characteristics of other generations as well. 

I thought it was interesting to learn that while there are many tools to help with student success, if they aren't used properly, they will not be impactful and can have the opposite effect. Also, the importance of consistent and valuable experiences within the classroom is an integral part of student retention. 

The 8 stages of working with a student was helpful to see. This happens naturally in many cases, but it was nice to see it laid out. In particular, keeping in mind "the objective is to build problem solving skills, not dependency" when helping students. 

When we recognize stressors, knowing how to intervene can help with attrition. The commitment of the school to student success can impact attrition in a positive way.