1. Claudia Guerrero

2.  We see many situation we know are wrong in our schools and choose to do nothing. Yet in truth, problems can become opportuities to fi thing before hey spin out of control.

3.  “In my business it’s situations like these that help us correct problems that, if not handled, will cause us t suffer much bigger problems down the road.”

4.  “Some times we get off track because we have so many students, so many teachers, and so many parents to deal with.”

5.  *25% of customers are mad enough to stop doing business  *encouraging unhappy customers to complain increases the probability they will do business from 30% to 50%  *Listening to unhappy customers and promising to look into the matter customers will continue doing business to rise to 72%  *Responding immediately to the complaint, apologizing for the problem and guaranteeing to fix it causes the probability that the customer will remain by 95%

6.  Chapter 3 cited some very important research from the TARP about the significance of resoling a problem with a parent or a student  Share a situation in which you have experienced similar results when resolving a problem with a parent or a student.  Share with the rest of the group

7.  1. Action-style: they know what they want  2. Senses-style: Wear feelings on their shirtsleeves  3. Scholarly-style: Want facts and figures

8.  1. What type of customer are you?  2. What type do you relate the best? The Least?  3. What changes are you going to have to make in your dealings with others to relate well with all three styles.

9.  We need to make parents/guardians feel a part of the school, and that they are on the “inside”. People on the inside don’t entertain other choices, because they feel ownership and get too many of their needs met to even consider going elsewhere.

10.  Read Poem: The Blind Men and the Elephant  Activity: Mix-Pair-Share With your partner discuss and share how does “The Bind Men and the Elephant” help you understand how parents may be viewing your school or district.

11.  “A customer service department, as many businesses have, is an option. Yet the answer is more likely to lie in building a strong reputation of good relationships, sensitive listening, and committed responses when we are aware of problems. The key is to make it safe and productive to bring problems to our attention. The math lesson that Bill gives in the first chapter makes a strong argument for doing all that we can to be aware of any problems that impact students and parents.”