Unexpected expected

If you ever go to Magic Kingdom the best place to watch the fireworks is not in front of the castle where everyone else crowds in shoulder to shoulder. The best place is behind the castle near the carousel, in front of Be Our Guest restaurant.

By standing there you will have to watch the fireworks spectacular with tennis in mind -- turning your head back and forth from Cinderella's Castle then behind you, then back to the castle, then behind you.

The beauty of it all is that you find yourself not just watching the fireworks, but standing in the middle of them. It is something to behold.

But, that is the expected. Go to Disney, watch an amazing display of fireworks set to music, and even search for unique spots to watch them.

What is the unexpected expected?

When you stand behind the castle to watch the fireworks you will find on most evenings a young man named Craig.

Craig is a Custodial Cast Member. He spends his days and evenings working to ensure that the park is kept clean of trash and debris. You would expect that since he is a Cast Member, he would also seek out ways to make magical moments for Guests of Disney. Again, that is to be expected.

But, stand there and as the fireworks begin, Craig begins to put on a show. He transforms from a Custodial Cast Member to the Conductor of the fireworks themselves. He dances, waves his arms majestically with wand in hand, and lip syncs the entire fireworks program. For the little kids who are there watching, it is as if he is the one causing the fireworks to perform.

"I enjoy my role here at Disney, but I live for this each evening," Craig said to me after his performance last night.

For the families who are there to witness his show, it is a highlight of the day spent at the Magic Kingdom.

What makes it so magical is that it is so unexpected, and yet being Disney you would expect that this might happen -- the unexpected expected.

Virtual schools can learn from this by seeking ways to provide their families with an unexpected level of service at first, Then, over time it becomes expected. Once that is achieved, you then have the opportunity to provide the unexpected expected level of service to your families, continually surprise them, and consistently build loyalty from them.

It takes a disciplined approach to provide this type of service, and a commitment to seeing it through. It must be something you "live for" each day.

houston@figment-consulting.com

What's it like to be with you?

Do you ever take time to think about how it feels to do business with you? Enroll in your school?

It's okay, and necessary, to consider the buying process, or enrollment process and look for ways to streamline it, and negate potential combustion points.

However, don't forget to give the same consideration to what it feels like, as a customer of yours, to go through that process.

houston@figment-consulting.com

A story to tell

"This way please and you can enter to see Mickey Mouse," said the Disney Cast Member. My wife and I, along with our youngest walked with several other families, turned the corner and entered the room to see Mickey himself standing there.

Everyone in line was exhausted after standing in line waiting to enter for well over 20 minutes. Adding to the exhaustion it was approaching midnight as we turned the corner because we were all there for Mickey's Very Merry Christmas Party at the Magic Kingdom in Walt Disney World -- a ticketed event that starts at 7 p.m. and ends at midnight.

We were third in line but the room was quiet enough and secluded enough where you could hear Mickey visiting with the guests who had come to see him.

The first family made their way over, their little boy strolled up to Mickey, handed him his autograph book and then they each posed for photos. The two Cast Members (one an assistant and the other a photographer) played their roles very well, staying in character, and adding to the show.

Next, just in front of us, was a man in a motorized scooter and his son, who had to be at least 15 years old. I could easily tell that his son had some sort of mental disability, and my guess was autism. But, when his son approached Mickey, he clearly thought he was with THE Mickey Mouse -- there was no doubt in his mind this was the real Mickey. He hugged him over and over. They visited with each other and he continually whispered something in Mickey's ear to which Mickey responded each time with encouragement, to the young boy's delight.

In what normally takes a minute, two at the most, to move through, grab a photo, and then move on, took almost five minutes. The boy did not want to leave, and the Cast Members, along with Mickey, did not want to interrupt what was clearly a special moment occurring.

For us, and the rest of the families in line witnessing this moment, it was something that seemed to cause time to stand still. None of us said a word, made a sound, or even moved. We all simply watched with amazement at what was transpiring between Mickey Mouse and this young boy.

At last, his father edged out of his scooter, called his son, walked over to him and guided him away from Mickey. All the while the boy kept his eyes on the one person he had come to see. And, as they departed, we all took a brief moment to collect ourselves before taking our turn with Mickey.

When we exited, all my wife and I could say to each other was, "Wow, that was amazing."

Fast forward 30 minutes and we are across Town Square at the Magic Kingdom and I am waiting on our other children to join us at the Christmas tree as my wife takes our youngest daughter to the restroom. Approaching me on his scooter is the boy's father, and he comes to a stop just a foot away from me.

"You are the father of the young boy who just visited Mickey aren't you?" I asked him.

"Yes, I am," he said in a hesitant manner.

"I cannot tell you how much of a privilege it was to be a part of what we just witnessed in there," I told him.

Relief seemed to come over his face, and he grinned from ear-to-ear. "Thank you," he said. "My son has autism and he lives for that, for meeting Mickey Mouse. He absolutely adores Mickey."

"Well, it was evident to my wife and I that was the case. Again, we were just glad to be part of it," I said.

"You know, most of the time, people get frustrated at us, and even make comments about us taking too long," he answered. "But they don't know our story and why it is so important to him. I mean, he has written stories about Mickey and wants to work for Disney when he grows up. When he meets Mickey, he believes he is talking to a real Mickey Mouse, and that's why he whispers in his ear all the time."

"Tell your son to dream big and we look forward to the day when he greets us as a Cast Member," I told his father, seeking some way to encourage him for a brief moment.

"Thank you, I will," he said. And then he drove off.

I wish I could say that I responded like this every time I have had the opportunity, but I haven't. However, my interaction with this man reminded me, reaffirmed to me that each family has a story to tell.

So often though, others won't take the time to listen.

During this time of year, be a listener. There are families around you, people close to you, strangers among you, and each one has a story to tell. The question is, who will listen?


houston@figment-consulting.com

The problem with online schools . . .

In a recent article in the Cleveland Plain Dealer, Susan Patrick, head of International Association for K-12 Online Learning (iNACOL), disagreed with Nina Rees, head of the National Alliance for Public Charter Schools, and her emerging belief that online schools should not be charter schools. 

According to Ms. Patrick, "The problem is not that online schools are getting authorized as charter schools. The problem is that the authorizers are not demanding adequate transparency, evidence of quality of work at a college-level ready and are not shutting down or intervening in poor performers."

While I agree with her rebuttal of Ms. Rees' assessment that online schools should not be charter schools, I disagree with her statement of what the problem is with online schools.

Transparency, evidence and intervention are not the problems. They play a role but solving them will not lead to successful online schools.

Now, contrast her opinion with a K12 press release addressing what they see as the problem, also quoted from the Cleveland Plain Dealer article.

"Many families choose online schools because they are fleeing a school or situation that wasn't working for their child, often in distress, or because of other reasons -- bullying, special needs, medical issues, social or emotional challenges, safety concerns, academic problems, etc."

According to K12 in the same release, "For many families, online schools are schools of last resort, the only available public school alternative, thus filling a critical need within the public education system."

Are online schools merely schools of last resort? If so, how would better transparency, evidence of quality and intervention improve them?

Perhaps Susan Patrick and K12 are both wrong.

Better oversight is not what is necessary. Correct oversight is. We need authorizers who understand not the current online model, but rather what the correct model should look like and how to achieve it. Transparency, evidence, and intervention are still being held up by a crumbling foundation. Authorizers need to understand how to construct a foundation that will support success in online schools.

Also incorrect is the idea that online schools are schools of last resort, as K12 would have you believe in their retort to ongoing criticism of their performance.

Perhaps that is the case for many K12 schools, but that has more to do with their messaging, marketing, and recruitment than it does with the reality of online schooling. If you are targeting students who have been bullied, students with medical issues, students with social or emotional challenges, offering them promises that cannot be kept, then the result is what you currently see going on with K12.

See my blog post here for my ideas on what a virtual school should look like -- Virtual School Manifesto: Nine Essential Ingredients.

And, finally, I would also disagree with Ron Packard's (founder and former CEO of K12) way of looking at it as he stated in the same article in supporting the idea he would not want to block students from enrolling in online schools, "Being in the school is a right. Staying in it is a privilege. That's how I believe you have to look at it."

Being in the school is not a right, it is a choice. Staying in it is not a privilege. It too is a choice.

Virtual schools who see both as choices have the opportunity and potential to recruit differently, enroll differently, retain differently, and serve differently.

So, what is the real problem with online schools? The current model is broken, and it is falling apart.

We have to re-imagine the virtual learning experience. It's time.

houston@figment-consulting.com

Be the change, or change the be

I could hear the passion in her voice as she described to me what she had been doing, and what she wanted to do moving forward. The dichotomy was that she had recently been dealt a difficult hand by a educational company after accomplishing great things for them during her time there.

Yet, even in the midst of this she was focused on being the change. I could hear it, feel it, and I know she will accomplish much if she pursues her passion to help students with special needs -- especially if she chooses herself first.

There are others though who work without passion. Perhaps they merely see what they do as a paycheck, a job, or just a means to an end (many times just the weekend). For them perhaps it is time to change the be.

No matter the role one plays, there is opportunity to be the change the world needs to see. When we relinquish that responsibility to someone else, we lose passion and vigor for what we do. Unfortunately, others suffer for this as much as we do ourselves.

I believe each one of us has a gift to share with the world and by doing so the world becomes a better place. If we have passion in what we do we can then be the change. If we seek to be the change then we have the potential to make the change.

To JD and others reading this, who have a passion for what they are doing, be that change you desire to see in the world.

For those struggling with a lack of passion, find out what excites you, and if it is different than what you are currently doing, seek ways to change the be.

We need what you have to offer, now more than ever.

houston@figment-consulting.com

Seeing is believing

Or, could it actually be the other way? Believing is seeing.

If you believe only what you see then life will mirror what you tend to look at most.

However if you first believe -- believe in what you desire, believe in what you expect -- then you will begin to see what you believe come true.

You will see beyond what is and believe in what can be. Then, what can be has the potential to take the place of what is.

Believe first.

houston@figment-consulting.com

My office is EPCOT

Thanksgiving is a mere two days away. Today I find myself sitting across from my namesake Journey Into Imagination with Figment conducting executive coaching calls, re-imagining virtual schools, and helping a new client develop a customer-centered culture -- and doing it all while I listen to the EPCOT music overhead, watch people pour into the Figment attraction, and enjoy the reason why I started my own firm over two years ago.

I am in Florida for over a month working on a special Mouse-related project along with my normal consulting efforts. Today though I have the privilege of working from EPCOT, because today this is my office.

Two years ago I chose myself, as Seth Godin would say, because I grew tired of the corporate life and became disillusioned with the evolution of K12. Since then I have had the honor of working with some wonderful clients who are out to truly "do virtual right." They too are weary of the current model, and desiring of something far greater. Those are the types of virtual schools and companies I want to do business with -- ones that want to make a difference, a real difference.

The fun thing about being a consultant is you also get to choose your clients. Oh, I know most would say the client chooses you, and that is true to a point. However, you also get to choose your clients. You determine who you are willing to work with, and who you are not. The selection process is a two-way street, and by seeing it that way it actually increases your potential.

Since leaving K12 I have become wealthy in ways far more than mere financial wealth, though that too has increased dramatically.

The wealth of freedom.

The wealth of independence.

The wealth of doing the work that matters.

The wealth of making a difference.

The wealth of working with clients who are remarkable.

The wealth of providing a service that is appreciated.

The wealth of having my family with me for this journey.

The wealth of being there for my children, and not missing anything in their lives.

The wealth of relocating by choice.

Today my office is EPCOT. The beauty of it all though is that tomorrow my office is wherever I want it to be. And for that, I am grateful.

Now, I have an hour until my next call -- perhaps it is time to experience Journey Into Imagination with Figment.

houston@figment-consulting.com