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March 19, 2012

Doodle Bugs! Standard of the Week: 03/19/12

One of the most frequent complaints families make involves teachers saying “I don’t know” — followed by “I just got here”, “I wasn’t here then” or “I don’t handle that.”

Our goal is to have our team understand that “I don’t know” is only acceptable when followed by “I’ll find out.” Those 3 little words have the ability to change the tone and intent of the “I don’t know.”

Coach all team members on good customer service/taking a moment to make a moment and step in to model whenever feasible. Next, applaud the team members who handle this well (are proactive and always ‘find out’). Finally, take some time to coach those people ‘in the middle’ (neither terrible at this nor great) — your attention to this SOTW can make a huge difference in families’ experience at your center!

Good communication inspires families’ trust and builds confidence in our program.

View the current SOTW as a .pdf here: 031912_I Don’t Know