Welcome Back to School!
by Nader Qaimari, President, Follett School Solutions
The most important lesson I can ever teach my kids, aside from empathy, is to honor their commitments. Every year, I have fallen into a tradition where I promise to bake my son or daughter’s birthday cake, in the theme of their choosing. When they were very little, their requests were easy. Now, at the ages of six and three, the cakes get more elaborate and complicated.
This year, my daughter Calla asked for a cake with Princess Sofia on it. It came at the worst time, as I had to travel to Seattle for the week, returning the night before her party. I could not let her down. I stayed up for most of the night, and somehow, it all came together.
Before you left for summer break, I also made a promise to you – to continue to improve our customer service.
Hopefully, you will see the work we’ve done and have the same smile on your faces that my daughter Calla had when she saw her cake. Here’s what we’ve done:
- We examined every single interaction our customers have with Follett across each product line with the intention of minimizing the number of messages we send you and maximizing each touchpoint. Changes will be implemented throughout the year to make every single interaction with Follett simpler.
- Chat. Don't have time to pick up the phone? Pilot customers are helping us test a new feature in Titlewave® that will allow you to chat with our Customer Service team rather than having to find time during your busy day to call us. This will be rolled out to all customers later this fall.
- Our Customer Service and Technical Support leadership spent a day at Zappos (yes, the shoe company) to learn more about how they've created a culture of team members who are empowered to make decisions. We want every single one of our Customer Service Reps to be able to solve your problem immediately, without ever having to "check with their manager."
- Every one of you will have a dedicated service representative. We've hired additional Follett team members in both Customer Service and Technical Support to make this happen. We want you to have direct-line access to get your questions answered, with no wait times.
As always, I'd love to hear from you about what we’re doing well and where we still need improvement.
Have a great school year!
President, Follett School Solutions