Customer-centered culture in virtual schools

"I can't put a finger on when it happened but I can definitely tell things are different," said a client of mine recently while we were on the phone discussing the retention culture we were building.

He shared with me that their engagement rate year-over-year had increased almost 25% and the attrition rate had decreased by over 20%. It mirrored a conversation I had with another client on the other side of the coast.

Our focus, our attention was on culture building, not engagement or retention programs. Programs are easier to build and easier to measure and track. However, cultures are what make the difference. Change the culture first then build the programs. You see, programs are not inherently bad or ineffective. However, they must flow from a proper perspective and culture if they are to have the type of impact potential desired.

As I write this I am situated on Main Street in the Magic Kingdom, just around the corner from Starbucks. And I am reminded constantly of the difference that a culture centered on the customer can make. The effort put in by Disney to constantly surprise, serve, and WOW the customer rises to a level envied by many but seldom mirrored, especially in education.

Disney has a culture built around the customer. Therefore, the programs it offers has a feel of authenticity to them even though they are scripted and rehearsed. There is a genuineness to the kindness of the Cast Members because of the culture of expectation built into the role. There is an obsession with the attention to detail in the architecture, the colors, the songs, the texture of the streets and pathways, the flowers, the Cast Member costumes, and more.

Families arrive on Main Street needing a vacation. However, what they want is an experience worth sharing. Disney takes care of the need by focusing their attention on serving the want and the emotions attached to the want.

Virtual schools should take heed and learn from the Mouse.

Do you know what your families need?

More importantly, do you know what your families want?

Even more importantly, do you know what emotions are attached to that want?

Once you do, then you can begin to serve them properly -- not with programs but with a culture centered on meeting those wants and emotions.

houston@figment-consulting.com

Virtual schools -- will your families really recommend you?

I know they say they will when you ask them in your survey. But, will they really recommend you?

Peruse any virtual school web site and most have a graph or announcement that touts 95% or 97% or 96.5% of their families would recommend them to another family.

Then why don't they? Take a look at attrition rates and retention rates and one has to wonder who the 95% are that said they would recommend their school when 40-50% of them are leaving each year.

In my time spent today with the Disney Research Team I was impressed by not only how they ask the questions but also how willing they are to find out the truth. They are not searching for platitudes to place on a web site, rather they are searching for ways to improve their service, enhance the guest experience, and uncover combustion points in their delivery.

What if virtual schools took a similar path in their research?

What if virtual schools stopped asking families questions for web site graphics and started researching why families are leaving.

Why do families say they will recommend you but don't?

Why do families start your school but never engage?

Why do they leave less than one month after committing to you?

Why do they not return the following year after telling you how great you are?

The answers they provide may surprise you. And, you will have to work hard to understand the real answers being given -- these go beyond the ones they give you.

Finally, if all you do is send out surveys once or twice a year, well, you will only receive web site poster material. However, if you are serious about knowing your customer then you will have multiple listening posts, gathering data in a myriad of ways, and seeking input throughout the year.

houston@figment-consulting.com

What Paul from Magic Kingdom can teach virtual schools

One of our favorite characters to watch perform in the Magic Kingdom is Gaston, the villain from Beauty and the Beast. He's arrogant, braggadocios, and quite hysterical. When we are at the Magic Kingdom we make it a point to stop by and observe Gaston in action.

However, this time it was Paul who stole the show. Paul also works for Disney and by the look of his costume, he appeared to be a supervisor of some sort. I noticed him prior to Gaston's appearance giving direction to the photographers on hand for the family photos, as well as guiding other Cast Members in the nearby vicinity.

But, it was his performance with the guests that mattered most. He was busy, quite busy, and really had no time to waste and then the first guest approached him.

"Hi Paul, you had mentioned that Gaston would appear today at 3:15 and it is now 3:30. With this long line waiting to see him, I am afraid we are going to miss our Fast Pass at Pirates," said the young lady. The line had to be at least thirty people or more and her family was toward the back, so it could easily have taken twenty minutes or so for them to see Gaston once he arrived.

Paul's response not only recovered his mistake but also kept the magic alive for the lady's little girl standing next to her, and enhanced their experience.

"Oh my, you are right," Paul said. And then he bent down to talk to the little girl. "Gaston was in the three o'clock parade today so it probably delayed him. However, let me give your mom these passes. All you have to do is show it to the Pirate Cast Members and they will let you on any time for the Pirate ride. That way you can still catch Gaston here, and ride the Pirates ride. Is that okay?" he asked.

The little girl smiled from ear-to-ear which made the mom happy. She walked away thanking him several times. Paul smiled politely knowing he had kept the show going. For the family, it was a WOW moment.

Paul wasn't done. Right after the first family went back to their line another family approached him asking for directions to a restroom that had a companion room. Paul told the family to stay there and he would be right back.

Moments later he returned sharing with them that the restrooms they were closest to did not have a companion room, however the stalls were extra large. He then offered to walk them to the closest restroom with a companion room that was nearby if they would like. They too left Paul while thanking him for his assistance, sharing with him the large stalls would work fine. Again, another WOW moment from Paul.

Paul then turned to give directions to some of the Cast Members nearby as Gaston was now making his appearance. Clearly, Paul needed to exit soon in order to move to another area as he mentioned to a Cast Member standing next to him. Then, another little girl approached with her mom.

"Do you mind if we look at your pins?" the mom asked. Disney Pin Trading is a huge endeavor, and most Cast Members wear pins around their necks to encourage the trading of them. It is not uncommon for a guest to stop a Cast Member and ask them to see their pins, then trade one of them to add to their collection. Then, they move forward and repeat the process over and over and over.

Paul quickly smiled, bent down to the girl's level and proceeded to exchange in pin trading with her. She took her time examining each one and Paul politely engaged her in conversation about Magic Kingdom, her favorite characters, and her favorite pins. It was Paul who extended the conversation, not the girl or her mother. It was Paul that proactively looked for ways to take the pin trading exchange and turn it into a WOW moment.

The girl found a pin she wanted, traded it with Paul, and then thanked him. The mom, in turn, showed her gratitude to Paul, turned and walked away -- both had large smiles on their faces. Paul had done it again.

Paul rose, turned in my direction, and as he passed by said hello to me, and then said "have a magical day."

What he didn't realize is he just created that magic, not just for the three families he interacted with, but also for those of us nearby who watched it all unfold.

Paul understood his job may be supervisor, but his primary responsibility is creating magic for guests.

When those guests go home and talk about the "Disney experience" they will not be talking about a corporate entity. Instead, they will be thinking about Paul and the other Cast Members who create that magic each and every day in the park.

I have the privilege of working with and from the Disney parks over the next month, witnessing encounters like this from Paul. Sometimes one little spark is all you need to see things differently. And, when you see things differently you then have the potential to change what is into what can be.

In my Virtual School Manifesto: Nine Essential Ingredients I list out ways in which virtual schools can create a new model. With each one I lay out practical ways to see things differently: putting the teacher-student relationship at the center instead of the student; investing in teachers beyond academic professional development; craft a remarkable learning experience; build a retention culture, and more.

The common denominator with each ingredient is exactly what Paul epitomized yesterday at the Magic Kingdom: creating WOW experiences by understanding your role and your opportunity -- in other words, building customer service into the learning experience.

Your role is not your job. Paul's job was not what he demonstrated in a span of five minutes, that was his role and his opportunity. But, what he created in those five minutes will last far beyond his job.

Virtual school administrators, staff, and teachers each have a job. More importantly, each have a role to play in constructing a remarkable learning experience, and opportunities to create WOW moments. All we have to do is Be Like Paul.

houston@figment-consulting.com

I'm giving up on virtual schools.

Recently the Center for Research on Education Outcomes (CREDO), in conjunction with MATHEMATICA Policy Research and the Center for Reinventing Public Education (CRPE) released its findings on a national study of full-time, online schools.

The results of the findings were dismal. The report was released just prior to the annual conference of the International Association for K-12 Online Learning, or iNACOL, which is going on this week in Orlando to tout the benefits of virtual learning and the impact it has had.

As for the report, there were quick responses from K12, ECOT (an Ohio virtual school), and others calling into question the validity of the findings, or taking issues with key aspects of it. K12 even published a more detailed analysis of the study itself taking issue with the study's lack of taking into account persistence, enrollment date, mobility, reasons for enrolling, and more. While most of their reasoning falls flat in my opinion, they do raise some valid points.

"I'm giving up on virtual schools." -- that's what a former colleague of mine used as a subject line in her email to me, after reading the report and sending me her thoughts on it.

Other words she used were "disgraceful" and "pitiful" as she laid out her argument for agreeing with the findings. It was a long email, and one where I could tell she had put great thought into it. More than likely, she wrote it, edited, and rewrote it. It was not quick and flippant but instead was one filled with deep emotion.

I am sure it deserved a response equal to its original standard. That is why I am also confident my reply disappointed her.

Dear (      ),

It's okay to give up on virtual schools. Just don't give up on virtual schooling.

Kind regards,

Houston

Figment Consulting

www.figment-consulting.com

Dr. James Woodworth, Senior Quantitative Research Analyst for CREDO at Stanford University, was quoted at the end of the study's press release. He said, "While the overall findings of our analysis are somber, we do believe the information will serve as the foundation for constructive discussions on the role of online learning in the K-12 sector."

An industry friend of mine and I are working now on either an article or series of articles (not sure just yet) related to Dr. Woodworth's belief in constructive discussions. Our hope is to put forth some ideas and suggestions on ways in which we can move forward -- at the policy level, oversight level, and at the school level.

At the heart of the report is what I have believed for a long time now -- the current model is broken. However, as I said to my friend via the email, don't give up on the concept. I haven't.

houston@figment-consulting.com

The virtual school dilemma

Search for and attract the type of student who can be successful in an online learning environment.

Or, adapt your school to serve those you are currently attracting.

houston@figment-consulting.com

Building a retention culture in virtual schools

Retention program: a planned series of future events, items, or performances

A retention program focuses on trying to keep students and families from leaving.

Retention culture: a way of life of a group of people -- the behaviors, beliefs, values, and symbols that they accept, generally without thinking about them, and that are passed along by communication and imitation from one generation to the next

A retention culture offers students and families a place to belong.

houston@figment-consulting.com

"I know, let's pretend to be ourselves." The Mad Hatter

It was a quick line uttered by The Mad Hatter last night and I barely heard it. My family and I spent last night at Mickey's Halloween Party at the Magic Kingdom. Our oldest kids were off to Neverland, or Space Mountain after the stage shows and fireworks display and my wife and I were touring the property with our youngest watching for Disney characters and treat stands where they passed out candy.

Now, there are several characters I enjoy watching perform while they are on stage, and The Mad Hatter is one of them. So, we paused to listen in and observe as others stood in line for their photo opportunity with Hatter and Alice.

As the group, including the characters, lined up for their photo, that's when I heard The Mad Hatter say, "I know, let's pretend to be ourselves."

I love the play on words. I especially love the deeper meaning behind it.

I also believe they are words of wisdom for virtual schools. In my Virtual School Manifesto one of my Nine Essential Ingredients is Be a Specialist.

On the surface being a specialist means you serve a niche instead of attempting to be all things to everyone. At a deeper level it means virtual schools know who they are, why they exist, who they can best serve, and then carve out a space that is uniquely theirs. It's more than merely differentiating from competitors, It's more than merely positioning and branding. Being a specialist is knowing who you are, owning who you are, and being who you are.

Then the story you share with the world is an authentic one because you are pretending to be yourself instead of someone else.

houston@figment-consulting.com