Students are Not the Customers – Or the Product – But Our Partners

Are our students the customers, the product, or something else?

by Leonard Schlesinger (Babson)

Schools that identify students as customers are missing the essential reciprocal nature of the educational relationship. As someone who has spent most of his adult life running service enterprises that were truly taking care of customers, the use of that word for what is essentially a partnership relationship demeans the work that faculty do. You would not “flunk” your customer because you don’t want to make him or her unhappy.

The customer mode generally implies a transactional encounter. So, when they’re in line at the dining hall or bookstore or engaging in the administrative functions on campus, then, absolutely, students are customers.

However, what goes on in the classroom is not transactional. When they’re in the classroom, each student is a PILE—a Partner in the Learning Enterprise. A Partner in the Learning Enterprise recognizes that each of us has a set of Continue reading “Students are Not the Customers – Or the Product – But Our Partners”

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Over Planning is Not the Answer in Today’s Uncertain World

How should you organize your life?

by Len Schlesinger  (Babson)

The world was a very certain place when I was growing up in New York City. From an early age, I had my life planned out.  Everything was marvelously scripted: I was going to go to a specialized high school; I was going to go to a great university; and I was going to be a lawyer. Despite the fact that my family had no money, through my academic performance I was able to excel in elementary school and junior high school and believed that I could do just about anything I wanted. And much of what I wanted came true. I went to an Ivy League college—and then I got to day one of law school and discovered that I had absolutely no interest in law as a career. Continue reading “Over Planning is Not the Answer in Today’s Uncertain World”