There is so much value to having the whole team, as well as all the departments, all together for an on-campus workshop. That's somewhere where from the very beginning everyone understands what is customer service? How do we define it? So that way there's not other people left behind going, "Well, I thought customer service meant just the customer is always right." We can dispel that outdated, antiquated, should-never-be-said-again myth all in one statement in the very beginning. That way we can build on that with the core competencies, the case studies, the different things that we teach them together. That way they can also say, "Hey, this would work for us," and, "That might not." Right then and there the facilitators and I can work with that group to say, "Well, let's come up with a different way that service excellence would be more applicable for your university." It may be a little different than the group we just worked with the last month.

I think the biggest benefit of an on-campus workshop is when the entire department or an entire team is together hearing the same information. We all know in higher education, we're made up of silos. Even though we try very hard not to be, we are. So having everybody in the same room, listening to the same definitions of service excellence, the same approaches to service excellence, and the ability to have dialogue about that, because people may not always agree and that's okay, but to get everyone together to talk about that is invaluable.