By Erica Solvig
The Cincinnati Enquirer

MASON - The Mason school district is following in the footsteps of restaurant chains and automobile dealers by offering customer service feedback cards.

The "Give Us a Grade" feedback cards, which get sent to Superintendent Kevin Bright, are part of the district's new focus on customer service. That focus also includes posting customer pledge signs in each building, a customer service manual and training for administrators and secretaries.

"I operate under the premise that you must inspect what you expect," said Craig Ullery, assistant superintendent of human resources. "When you come to our buildings, we want to know how you were treated."

The cards will be handed out to visitors starting this school year.

Ullery said customer service was something he had been looking at for a few years. In a 2001 survey regarding school services, the district's lowest marks came in customer service.

A group of 14 staff representing different buildings and departments started meeting in October to formalize what the district expects when their "customers" - including parents, students and community members - call or visit the schools. Last week, administrators and staff had a training session to review the basics and a manual of policies for greeting and assisting customers.

While several districts expect their staff to be courteous and professional to visitors, few formalize policies and procedures on how, says Roger Effron of Effron and Associates consulting, which works with districts throughout Greater Cincinnati.

"Very few school districts do this type of work," said Effron, who worked with Mason Schools. "They talk about it, but they don't have it written down."

Mason's primary focus right now is at the point of entry. Over time, that will be extended into other parts of operations, such as transportation.

E-mail esolvig@enquirer.com