Parents are funny creatures. When it comes to their offspring, their expectations of care and service generally escalate beyond that which they would be happy with for just themselves.
So a Queensland school recently scored 110% for customer service from parents of children returning from a school camp simply from the sending on a simple text message.
The school camp was on an island and as the weather had deteriorated and the seas become rough on the night before they were due to return home, the school took the initiative of organizing a bigger boat to ensure enhanced comfort and safety of the students and staff.
Of course parents may not have known this and remained worried.
The school took another step and sent a text message advising parents that a bigger boat had been organized, the firm arrival time of the boat and requested to know if the parents wanted to collect their children from the dock, or have them taken to school and be picked up at end of the normal school day.
By personalising the message not only with the parent’s name and the child’s name and asking for a response by SMS, there was a quick, simple and effective communication channel set up that only cost a few dollars and saved staff time and parent concern.