You point to a lot of staffing issues, Christopher. People often don't know their jobs and how the job relates to the mission of the school and student success. And a really big problem is that students don't even realize that faculty and staff are there for them! So it takes orienting staff to be student focused. It requires being sure that staff know that the customer comes first - and that everyone is resonsible for student success, satisfaction, retention, graduation, and placement. It is the job of everyone. That takes a lot of staff training, buy in, and reinforcement. Thanks, Susan