How to Turn Parents Into Raving Fans

 

Sometimes the blogging “gods” smile upon you!  For years now I have promoted the concept, that I first heard from Dr. Kynerd, that it is best to Under Promise and Over Deliver when dealing with our parents and employees.  Although I often promoted this approach as essential for building good will, I had never heard or read others promoting this approach—until now.

While reading the Wall Street Journal I stumbled upon following article.  Although written for business leaders and owners. it has direct applicability to our schools—after all, our parents and students ARE CUSTOMERS.

How to Turn Customers Into Loyal, Raving Fans, By MIKE MICHALOWICZ-WSJ

Do you want satisfied customers or do you want customers who are so thrilled with your company they become loyal, raving fans? I'll take option No.2. Satisfied customers may come back a second or third time; they may even become regulars. But unless you exceed expectations, your satisfied customers could just as easily become your competitors' satisfied customers.

If you want customers who are so loyal that they would never think of going to anyone else, and if you want customers who are so thrilled with your business that they tell everyone how amazing you are, then you're going to have to move the goal line beyond mere "satisfaction." You're going to have to wow everyone who walks through your door.

Now, I'm sure you could come up with loads of ideas that would dazzle your customers, but there's actually a simple shortcut to knocking their socks off every single time – and it won't cost you a dime. It's the "under-promise, over-deliver" (UPOD) method.

When we talk about "customer satisfaction," we strive to deliver on our promises. Complete the market study by Friday, as promised. Deliver the new couch in July, as promised. Provide two valet attendants, as promised. When you do exactly as you said you would, you end up with satisfied customers. But when you give them something more than they expect -- faster service, extra help, more options, early delivery and so on -- you end up with the loyal, raving fans you need to propel your business into the stratosphere.

The idea behind UPOD is that people are most favorably influenced by great service they don't expect, rather than great service they do expect. And they expect it because you promise it. If you tell customers they will get their new shoes the next day, and the shoes arrive the next day, those customers will be satisfied, maybe even happy. But if you tell customers they will get their new shoes in five days, and the footwear arrives the next day, your customers will be amazed and thrilled.

Here's the trick with UPOD: It's not about doing things faster or throwing in "extras." It's about building the "under-promise" part into the equation from the start. If Friday is the earliest you can complete a study, then promise to have it done the following Wednesday. "Surprise! We finished early." If you know you will deliver a couch in July, promise to have it there by August. "Great news! We wanted you to have it as soon as possible!" Build a business model in which you have enough income to cover three valet attendants, promise two, and the day of the party, send over three. "We just thought you could use the extra help. No extra charge."

Most businesses know UPOD is a good practice, but few adhere to it because people think they have to change their operation to wow customers. Just take this very simple shortcut: Change your promise.

Using UPOD will also help you avoid mistakes that inevitably occur when people rush to meet deadlines. It will enable you to respond positively to last-minute requests and help you stay calm, cool and collected as you work surprisingly reasonable hours. Most importantly, when you under-promise and over-deliver, you will inspire satisfied customers to become devoted customers – and that's money in the bank.

Take a few minutes to reflect upon this article and then jot down ways in which you can apply the UPOD principle to your leadership or your classroom.  Also reflect upon how UPOD is consistent with Jesus’ command that we are to:

You have heard that it was said,  An eye for an eye and a tooth for a tooth. But I say to you, Do not resist the one who is evil. But if anyone slaps you on the right cheek, turn to him the other also.  And if anyone would sue you and take your tunic, let him have your cloak as well. And if anyone forces you to go one mile, go with him two miles. Give to the one who begs from you, and do not refuse the one who would borrow from you. (Mt 5:38-42)

A Prayer for Japan

This prayer was posted on the website Desiring God. This prayer may be worth sharing with students and staff as a way to teach a biblical worldview in the midst of a horrific disaster.

A Prayer for Japan

Father in heaven, you are the absolute Sovereign over the shaking of the earth, the rising of the sea, and the raging of the waves. We tremble at your power and bow before your unsearchable judgments and inscrutable ways. We cover our faces and kiss your omnipotent hand. We fall helpless to the floor in prayer and feel how fragile the very ground is beneath our knees.

O God, we humble ourselves under your holy majesty and repent. In a moment—in the twinkling of an eye—we too could be swept away. We are not more deserving of firm ground than our fellowmen in Japan. We too are flesh. We have bodies and homes and cars and family and precious places. We know that if we were treated according to our sins, who could stand? All of it would be gone in a moment. So in this dark hour we turn against our sins, not against you.

And we cry for mercy for Japan. Mercy, Father. Not for what they or we deserve. But mercy.

Have you not encouraged us in this? Have we not heard a hundred times in your Word the riches of your kindness, forbearance, and patience? Do you not a thousand times withhold your judgments, leading your rebellious world toward repentance? Yes, Lord. For your ways are not our ways, and your thoughts are not our thoughts.

Grant, O God, that the wicked will forsake his way, and the unrighteous man his thoughts. Grant us, your sinful creatures, to return to you, that you may have compassion. For surely you will abundantly pardon. Everyone who calls on the name of the Lord Jesus, your beloved Son, will be saved.

May every heart-breaking loss—millions upon millions of losses—be healed by the wounded hands of the risen Christ. You are not unacquainted with your creatures' pain. You did not spare your own Son, but gave him up for us all.

In Jesus you tasted loss. In Jesus you shared the overwhelming flood of our sorrows and suffering. In Jesus you are a sympathetic Priest in the midst of our pain.

Deal tenderly now, Father, with this fragile people. Woo them. Win them. Save them.

And may the floods they so much dread make blessings break upon their head.

O let them not judge you with feeble sense, but trust you for your grace. And so behind this providence, soon find a smiling face.

In Jesus’ merciful name, Amen.

Reflections: Revolution, Egypt, and Our Students

Have you been watching the news lately?  The Arab world is in an uproar, Egypt is in crisis, and journalist and pundits are wringing their hands with anxiety. How should we respond?  Remembering that at the heart of our mission is to teach students to use the Scriptures as the foundation and framework for interpreting events in this world; what should we communicate to our students about the events in the Middle East? 

This is not comprehensive but here are some thoughts for your prayerful consideration.

• NOTHING happens outside of God’s sovereign decrees and providential care. From the smallest detail of life to monumental events in human history, our Holy, Omnipresent, Omnipotent, Omniscient, loving God is in control. Consider:
• The smallest of animals are under his care

Rather fear him who can destroy both soul and body in hell. Are not two sparrows sold for a penny? And not one of them will fall to the ground apart from your Father ... Fear not, therefore; you are of more value than many sparrows.  Mt 10:28–31 

• The smallest details of our lives are under his care

Rather fear him who can destroy both soul and body in hell … even the hairs of your head are all numbered.  Fear not, therefore; you are of more value than many sparrows.  Mt 10:28–31

• The nations are under his sovereign control and care

So the LORD dispersed them from there over the face of all the earth, and they left off building the city.  Therefore its name was called Babel, because there the LORD confused the language of all the earth. And from there the LORD dispersed them over the face of all the earth.  Gen. 11:8-9

When the Most High gave to the nations their inheritance, when he divided mankind, he fixed the borders of the peoples according to the number of the sons of God. Deuteronomy 32:8

And he made from one man every nation of mankind to live on all the face of the earth, having determined allotted periods and the boundaries of their dwelling place that they should seek God, in the hope that they might feel their way toward him and find him. Yet he is actually not far from each one of us ... Acts 17:26ff

• We are to pray for the Egyptian Christians being persecuted and killed

Finally, brothers, pray for us, that the word of the Lord may speed ahead and be honored, as happened among you, and that we may be delivered from wicked and evil men. For not all have faith.  2 Th 3:1–2

• Pray for the persecutors

But I say to you, Love your enemies and pray for those who persecute you, so that you may be sons of your Father who is in heaven. For he makes his sun rise on the evil and on the good, and sends rain on the just and on the unjust. For if you love those who love you, what reward do you have? Do not even the tax collectors do the same? And if you greet only your brothers, what more are you doing than others? Do not even the Gentiles do the same? You therefore must be perfect, as your heavenly Father is perfect.  Mt 5:44–48).

• Use current events as teachable moments in appropriate classes. 

For example, the crisis in Egypt lends itself to teachable moments in history, geography, and Bible.  Discussions of biblical truth, geopolitical issues, implications for U.S. foreign policy, the role of believers in seeking peace, etc., are worthy topics to explore.

• We are to care

Our sinful natures and everything in our culture screams at us to be self-centered, self-focused, self-absorbed, and narcissistic.  If it doesn’t affect us, we ignore it.  But this is unbiblical.  Jesus said the second greatest commandment was to love our neighbors as ourselves.  He also told us “Blessed are the peacemakers, for they shall be called sons of God.”  Mt 5:9

Our students are being prepared to be leaders.  These means, among other things, that they are to care about what happens in this world, to believers and unbelievers alike and they are to actively work for peace and justice in this world.  They are to be salt and light as they bring the truths of God’s word to bear on contemporary issues, reflecting the character of Issachar:

Of Issachar, men who had understanding of the times, to know what Israel ought to do.  1 Chron. 12:32a

The Power of Relationships and School Culture

Reflections about Relationships, Dr. Kynerd (Chancellor of Briarwood Christian School)

These brief Reflections are offered to encourage you to have the Lord as your shepherd, remain faithful to honor Him in the ways you handle relationships, respond to each relationship opportunity with confidence and security rooted in God, remember God’s sufficiency, and be grateful for the gift of each day.

1. People are more important to God than anything. John 3:16. Therefore Christian school workers must honor people in ways consistent with God’s love for people. Honoring people as a reflection of our love for God becomes a cornerstone for building a grace community. Love one another. John 15:12.

2. Every School worker is confronted with challenges, tension, disappointments, conflict, etc. We reveal our view of God by how we receive issues and by how we respond to the issues and the people God connected with them! Matthew 6:25-33 invites us to trust God. The alternative is to trust ourselves and/or the circumstances. Initial indicators of trusting self/circumstances are worry, criticism, complaining, or feeling underappreciated! An initial indicator of trusting God is to immediately ask “Father, what would you have me learn from this and would you guide my response?” Run from self to God!

3. Dr. Harry Reeder, pastor of Briarwood Presbyterian Church, says “One indicator of our reverence for the Lord is how we treat one another.” How are students, teachers, staff, parents, and visitors treated at your School?

4. When communicating with people “Say what you mean, mean what you say but never be mean or convey criticism in what you say.” Each contact, personal and impersonal, provides a discipleship opportunity. May we see our opportunities and responsibilities as treasured gifts from God.

5. How you respond to people and tension defines your view of people and of excellence and will have life changing impact person by person. What happens at school will last to eternity and it may impact which eternity a person has.

6. How you do what you do will define the School’s culture! School culture has an overwhelming influence on defining School success and advancement! “Love Never Fails.” I Corinthians 13:8. James 1-3 instructs us in needed wisdom.

The leadership of the School plays the determining role in how people will be viewed and if God’s perspective about people will be the School’s practice with people! May we honor God by trusting and loving Him, by our dependence on Him, and by growing in gratitude to Him for people.