As a basketball mom I spend a lot of time hanging out in the
bleachers with other parents. This past week I spent more time in the stands than at my own dining room table. Bleacher time can lead to
interesting conversations. This week I was talking to another mother who recently returned from a work conference. She was obviously excited about what
she had learned and eager to tell those of us sitting with her. This particular
woman is in sales, specifically sales for an exclusive line of women's clothing. (I know
what you're thinking. What in the world does this have to do with education? Bear with me.)
After filling us in on the highlights of the spring collection, (Great new Kelly Green jacket for us Yorktown folks, BTW.) she began talking about the overall message of the conference; servicing customers instead of
customer service. This is
the idea that if you serve your customers in a proactive manner and meet their
personal needs upfront, the need for reactive customer service will decline. In
their world this equals a better buying experience, a base of loyal customers, and in turn more
sales.
"Servicing customers instead of customer service". It got me thinking how this same mantra
could apply to the world of educational technology. I pride myself in providing
my teachers with opportunities to develop their integration practices. I also
feel members of my tech department and I provide quality service to our teachers.
When issues arise we swiftly take care of their needs to see that instruction
is not interrupted. Could we be better about anticipating the needs of
our teachers in terms of additional tools, support, and their varying curriculums? Could I
customize my sessions, even individualize them to see that each teacher gets
the best "look" for him/her, just as my friend does with the
clothing line she sells? Could I be better about explaining to teachers why
quality technology use in one room may look different than that in another,
just as one woman may need a size small sweater while the next needs a medium
for the best fit possible? Could I service my customers in a more effective
way?
Everyone wants to feel and look his or her best. I believe this to be true whether we are talking about appearance or job performance. Perhaps this is why I am constantly reflecting on my "closet" of practices; deciding what practices I can keep, which ones need to be boxed up for donation, and which new ones I need to pick up to be my best. My conclusion; I need to transition to a bit more of personalized PD system, anticipating teacher needs and helping them to customize the learning experience that have with me to ensure the best integration fit. You know what? I think that I'll get that Kelly Green jacket too!
Everyone wants to feel and look his or her best. I believe this to be true whether we are talking about appearance or job performance. Perhaps this is why I am constantly reflecting on my "closet" of practices; deciding what practices I can keep, which ones need to be boxed up for donation, and which new ones I need to pick up to be my best. My conclusion; I need to transition to a bit more of personalized PD system, anticipating teacher needs and helping them to customize the learning experience that have with me to ensure the best integration fit. You know what? I think that I'll get that Kelly Green jacket too!
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