Thanks for meeting with me, Susan. To start, could you tell me about a time you had to rebuild trust with someone who was frustrated?

Certainly. Last year, a parent contacted the school after several emails about her son had gone unanswered.

So the issue had already been building before she reached out directly?

Yes, and by the time we spoke, she felt that we had been ignoring her, even though the delays had mostly resulted from a staff transition.

How did you handle that first conversation?