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“My teachers make me feel
schoolwork is important”
“At this school I have the opportunity
to do what I do best every day.”
“I “I have at least one teacher who makes
me excited about the future.”
She made every
student stand up, one
at a time, and she told
each one of us
that we matter.
“Before all of this happened, I was about to
give up.I was broken. I was afraid my
scholars didn't think they were good enough.
When I read what Vidal said, tears
started coming down my face.
Because even though I always tell you that
you matter, up until that moment,
I didn’t feel like I mattered.”
World-class service is not simply a matter of
friendly customer service or staff with good
Everything that a customer sees, hears, or
touches impacts the experience —
Everything Speaks; Everything Matters.
It’s an all encompassing approach
and business decision
The Language of Mattering
I really appreciated when you...
The advice you shared....
You made me feel so...Thank you so much for...
I highly valued...
Your smiles and your...
It made my day when....
It was a blessing to have met you...
I was impressed by your...
I truly valued...
I felt ____, until you...
What I like about you is your....
I really admire your...
I loved when you...
I am so thankful that...You have an amazing way of...
When you....You’re was exactly what I needed...
I’ve been so impressed by your
Thank you for...
You are a blessing...
You would have
thought they won
the lottery. The
entire class was
smiling. I was
amazed! Eric Turner HS History
Robertson County, TN
Some students told me they had
NEVER been told that.
The response from families
was unlike anything I've
When I think of the walls that
were torn down, it just
“It was/still is
takes my breath away.
Navasota TX Intermediate School