Jay Hollowell

Julie, Thanks for your comments. I agree that trust is at the core of customer-first service. And as you note, even though you may not be able to honor a customer's request, if the customer knows you mean well and care about the service relationship, trust remains in place. Jay Hollowell

Christopher, This is actually the best and most thought-out analogy I have seen regarding the compliance/compliance culture difference. Thanks so much for your comments! Jay Hollowell

Luis, Good points! I would say too that financial management, as an element of decision-making, also affects planning, control, budgeting and even daily cash flow analysis. Jay Hollowell

Pamela, All valid points with negative consequences for all stakeholders when noncompliance occurs. Thanks for your comments. Jay Hollowell

Pamela, Thanks for your comments, this is excellent advice to the forum as misrepresentation, either verbally or in written format, can be inadvertent due to incorrect or outdated information and statistics. Jay Hollowell

Pamela, You make a clear delineation which is great! The culture goes so far beyond following the rules for the sake of the rules. Thanks so much for your comments! Jay Hollowell

Steven, Thanks for your observations. You're right, in many ways, the milestones and benchmarks or as tough because they help to hold us accountable as to timely completion and, as you noted, must have the same qualities as the goals themselves. Balance is key! I have seen some managers, for example, have an escalation of commitment where they won't let a project go when it's time to cut the losses and others who just give up too soon. Your response is very well thought out! Jay Hollowell

Hi Jo-Anna, I might add that, as you noted, we can go beyond a customer's expectations only if we know what the expectations are in the first place. It is easy to stop at the minimum. In that sense, every organization provides some level of customer service, though in some cases - poor. It's when we go a little beyond - a customized little enhancement that fits the customer and is not expected. It makes the whole customer service process more personal and enjoyable! Jay Hollowell

Jo-Anna, You are so right! A customer is a stakeholder and anyone in need of service - external or internal! Thanks! Jay Hollowell

Candice, True, sometimes even an unintentional exaggeration, thought to be harmless, can mislead a prospective student, or student, in making an informed decision. Though not necessarily meant to harm, it can still be considered to be representation. Thanks for your input! Jay Hollowell