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Brenda Jean Patrick
Customer Care Session
Notes from July 13, 2007

Our students are our customers. The customer is always right – at least we will make them think so.

RULE #1:

• Do all 4 steps in the order they are taught.

RULE #2:

• Be committed to take action. When you are tired of whining, take the challenge – decide what you want – make a plan – implement the plan. A decision must be made to take action to change or accept it and move forward.

FOUR STEPS OF ACTION FOR CHANGE:

1. If you want it, SAY IT:
   Be positive – specific – list the benefits

2. If you want it, Say It – TEACH IT:
   You must model what you teach – practice what you preach
    
3. If you want it, Say It – Teach It – PRACTICE IT:
   You must research your course of action – success builds success & visualize a mental picture of what you want & see yourself successfully achieving it (Note: Most people become motivated at approximately 24 years old.)
    
4. If you want it, Say It – Teach It – Practice It – REWARD IT:
   Notice someone doing it correctly and say so. If you say something complementary to someone and then say the following phrases, you have negated your praise/reward statement. The following phrases should be eliminated: would you, could you, could you do it this way next time.

If the job has not been done to your satisfaction, wait 24 hours to say anything and then explain that you were not detailed enough in your instructions to them.

If you didn’t tell them the rules – don’t criticize. You must be specific in giving instructions to people.