Being respectful extends beyond our personal relationships. We all know the importance of respecting others and weaving notions of empathy and understanding into all we express. But what about the world we encounter every day? “Respect” should also be related to our immediate environment.

I was driving down a well-worn Orlando highway the other day, only to see another driver carelessly throw an empty coke bottle from their car window. One of the (many) words that came to mind was disrespectful.

My favorite thing about this campus is the natural beauty surrounding every building, sidewalk and archway. Any window at Rollins presents a stunning view of lush landscaping and ancient oak trees. We have a glittering lake view from many campus locations. Our amazing grounds crew work tirelessly to keep every corner of campus clean and fresh. One empty coke bottle can ruin an entire day’s worth of care.

We work in a place that boasts some of the oldest buildings in Winter Park; many, the oldest in Florida. The Knowles Memorial Chapel, for example, was modeled after a cathedral in Spain in 1931, and retains the same structure and beauty as was originally intended.

The Annie Russell Theatre is the oldest theatre in Florida, and Pinehurst Cottage was Rollins’ very first structure built well over 100 years ago. All of the history contained on this campus is still intact – and even better, it’s all still functional! Why is that? Respect. Those who came before us had a deep respect for heritage, nature and preservation. These values are still strong within the current culture at Rollins.

Everything we do today is preserving this campus for another generation of students and allowing them to respect and care for the land, history and heritage of Rollins. Just like we do.

By Olivia Horn
Marketing Communications Coordinator of the Annie Russell and Arts at Rollins

Not since 1949 has Rollins College had a football program to call its own.  That all changed on the evening of Monday, October 24, 2011 when a new generation of Rollins students took to the field against Webber International and their J.V. team.  What most of the 2,500 spectators that witnessed this return that night didn’t see were the four cornerstones of our Service Excellence Initiative at work  for many weeks leading up to the game.

The spirit of service excellence was alive in all aspects of the planning and execution of this historical game. The wonderful service provided by the Office of Student Involvement and Leadership, as well as Director of Intramurals Nate Arrowsmith, was exemplary.  The campus communities’ collaboration and individual responsiveness shown across many departments working toward this achievement made the dream of Tars football a reality. Campus Security, Athletics, OSIL, SGA and many others contributed to the process to further instill a sense of Rollins school pride while resurrecting our football heritage and honoring the tradition of the Blue & Gold.

There was a great amount of respect displayed for those Rollins graduates present at the game as well as members of the alumni football team that played more than six decades ago. Additionally, the competence that all showed months leading up to this moment in our proud history was extraordinary.  It’s also necessary to recognize the outstanding leadership and vision shown by Jeff Hoblick (Class of 2014) who unified the campus community and laid the groundwork for unprecedented teamwork and commitment.

And it meant a lot to members of the Winter Park community, many of whom were in attendance that evening. It has been the buzz of Central Florida recently and that is in great thanks to many here at Rollins who have embraced the four cornerstones of Service Excellence.  Most importantly, it’s an endeavor spanning the campus that should leave us all saying “I’m proud to be a Tar!”

By Chris McClure
Athletics Operations Manager and Service Excellence Ambassador

When I first thought of the idea for a Rollins tea blend, I had no idea how many people would need to be involved to see it come to life. Dubbed Pearl of the South, my hope was that this signature blend would represent the uniqueness of Rollins College.

From the moment the project began last fall, it quickly became clear to me that collaboration was going to be a critical component if this brew was actually going to end up in campus cups. I needed someone to create the actual tea. I needed a logo. I needed packaging. I needed people to assist in tastings so we could pick the best blend. Days turned into weeks, weeks turned into months, and finally the tea was unveiled in the spring of 2011.

More people assisted with this endeavor than can be named here – students, faculty, staff and Sodexo personnel – which was why I had everyone sign a plaque that hung at the Bookmark Café. This plaque, installed by our wonderful facilities staff, served as a shining example of what happens when we collaborate.

I am so very proud to be a part of this and for the first time ever, because the Rollins community collaborated, we now have our very own signature blend of tea. I’ll drink to that!

By Barbara Burke
Barista at the Bookmark Cafe

Service Excellence Ambassador Doc Gallup shares some words of wisdom on ways to deliver wow service.

Service Excellence at Rollins is a big idea, though as we all know, it’s not a new idea. Some may argue that bringing intentionality to the idea suggests that it wasn’t already happening. Even I try to operate from the standpoint of, “if it ain’t broke, don’t fix it.” BUT, Service Excellence is a process of evolution, and whether or not it’s working or broken, we can all always evolve in our humanity – especially when it comes to this college that we love so much.

This institution has a delicate balancing act at work.  Rollins is, on one hand, an institution of higher learning – a place where ideas are born, nurtured and flourish.  On the other hand, it is a business with customers (students, parents, alumni, vendors and the community). The learning and the business must co-exist successfully, for without one, you don’t have the other.

Summer provides us the opportunity to reflect on this balancing act.  Are we, as representatives of the College, responding to the needs that our students, parents and surrounding neighbors bring to us?  Are we being good listeners? Are we looking for new ways to collaborate with each other and the greater community?  Are we always operating from a place of respect – even when we differ? Are we doing our utmost to competently meet the challenges that come with an ever-changing world?

It is my sincere hope that as the summer progresses, we all reflect on these questions and continue to make Service Excellence a reality here at Rollins.

Please allow me to leave you with the compelling words of a fellow alumnus of Rollins that I hope will inspire each of us as we go about our days and prepare for the Class of 2015 to begin their journey here.

“If you could only sense how important you are to the lives of those you meet; how important you can be to the people you may never even dream of. There is something of yourself that you leave at every meeting with another person.”  ~ Fred Rogers ’51 ‘74H

By Heidi Limongi ‘03
Residential Life Administrative & Operations Assistant

Respectful.  Collaborative.  Responsive.  Competent.  These are the four pillars of Rollins College’s service philosophy and standards.  It is always wonderful to see these put into action during the academic year.  The College is all a hustle and bustle as each of us try to raise our own personal and professional service excellence standards.  The true test, though, comes long after all the final exams have been administered and graded.  It comes when the campus is quiet and no one is watching.

Summer is a time for many students, staff and faculty to take a break and relax until the fall semester comes rolling back around.  This is not the case for some of the amazing people I have the pleasure of working with.  As an advisor to all of our cultural student organizations, I have been pleasantly surprised with the amount of forethought our cultural organization leaders have put into planning for the fall semester.  With our students taking the lead, they have collaborated with the Office of Multicultural Affairs and many of our cultural organization faculty/staff advisors to plan an Orientation Shabbat Dinner, a Ramadan Fast-a-thon, and a second family mentor program… just to name a few.
Even though the students and faculty involved were not required to be on campus, everyone was very responsive in coming to meet together as a team.  They recognize how important it is to create a respectful, inclusive atmosphere right off the bat for new members joining our Rollins community in the fall.

What I love is that not only were the service philosophy and standards utilized in our interactions with each other, but the results were programs and initiatives that provide a greater sense of service excellence for our entire community – and it was all done when the campus was quiet and no one was watching.  This experience has solidified the notion that we are ALL responsible for creating a better service environment, and in return, we all benefit from it.

By Rachel Luce
Assistant Director of Multicultural Affairs

As a service ambassador, I always try to be aware of how I’m treating my Rollins community members.  I want to make sure I’m offering them the help they need, even if it means taking a few extra minutes to do so.  But what about when I’m the one in need?  It’s not just how you offer your services that makes for a great working environment, it’s also how you ask for the service of others.

I reach out to the I.T. Department on a regular basis.  No matter how hard I try, it seems that I am in constant need of their services.  As someone who’s had her laptop reimaged three times in the last academic year, not to mention other numerous programming issues, I find it can be easy to become frustrated.  However, every time I call x6363 I am very aware that the person on the other end of the phone is not the source of my issues and I should not release my frustrations onto them.

Over the past year, these numerous service calls and visits have often turned jovial, as we often relate to each other with laughter and good-spirited banter.  Recently, one of the technicians said to me that he considers me more of a friend than a co-worker.  That meant a lot because I feel the same about many of them.

Think about the offices on campus that exist mainly to facilitate our job performance or environment.  Facilities management, I.T. and campus safety immediately come to mind.  Think about how you interact with them, and ask yourself if it’s truly as positive as possible.  How do you request their service?  Is it pleasant and cordial, or demanding and demeaning?

Of course, everyone has “bad hair days” and sometimes no matter how you present yourself, you don’t receive the same back.  When that happens, it feels simply awful and discouraging.  Be aware of that, and don’t let your words or actions be the source of discouragement to another.  Ultimately, the more positive energy you send out, the more you get back.  And when it’s your turn to ask for help, remember how good it feels when you’re treated graciously.

By Olivia Horn
Marketing Communications Coordinator of the Annie Russell and Arts at Rollins

As each year fades into the next in Winter Park, so goes another class of Rollins College graduates out into the professional world, traveling near and far for the next chapter of their lives. Every year thereafter, Rollins graduates are welcomed back in the spring for a Reunion Weekend like no other.

This year’s Reunion was indeed a first-class affair, with affinity groups honored throughout the entire weekend as well as members of many classes back on campus for the first time since graduation. It is a sight to behold, as the Rollins community embraces those who walked our beautiful campus many years ago. It made me wonder why Reunion Weekend has become so successful for generations of Rollins students.

For me, the answer is really quite simple. Reunion Weekend is successful because of the outstanding service provided daily by the Office of Alumni Relations. I’d love to recognize Sharon Carrier, Elizabeth Francetic, Elaine Liles, Amanda D’Assaro, Sara Patrick and their team for their tireless yet consistent efforts in bringing our community together and helping us stay connected for life.

Bill and Cass. Photo by Julie Fletcher

I have had the pleasure of working with this group on multiple campus events and have witnessed our Service Excellence standards at work.  To be Responsive, Respectful, Collaborative, and Competent is how we can achieve Service Excellence in our community.  Each one of these pillars has been clearly demonstrated by the staff in the Office of Alumni Relations.  With an innovative and open-minded approach, the team evolves and improves Reunion weekend each and every year, exemplifying responsiveness. With compassion and care while being courteous to campus visitors and returning Rollins graduates, the Office of Alumni Relations shows respect.

For example, I witnessed Elizabeth Francetic’s amazing organizational skills at numerous planning meetings throughout the year designed to improve the quality of the weekend.  All the while, she was extremely open-minded and willing to work with everyone across campus to ensure all have a memorable and “Tar-iffic” weekend of events.  During Reunion, I also observed Elaine Liles, Amanda D’Assaro, Sara Patrick, as well as many of their student aids, contributing with Tar taxi golf carts to shuttle elderly alumni throughout the campus. I thought this was an amazing display of appreciation and respect.

The collaborative efforts in planning, organizing and executing Reunion 2011 were truly remarkable.  Multiple departments, organizations and students all worked together to accomplish institutional goals, and the outstanding teamwork demonstrated by all is further evidence that this standard is alive here.

The competency characteristic of this group is probably their greatest strength. Their effectiveness and ongoing commitment to excellence, every day through service and building the campus community represents something special at Rollins. Through exemplary service from the Alumni Relations staff, generations are warmly welcomed back and can feel like they never left the beautiful campus that is still home to us.

By Chris McClure
Athletics Operations Manager and Service Excellence Ambassador

Nearly a year has passed since the concept for Service Excellence first arrived on campus. Like so many well-intended initiatives that have breezed through Rollins over the years, this one started with a small group of individuals with a vision for what this institution has the potential to be. But unlike previous campaigns, Service Excellence is taking root and gaining traction like nothing we’ve ever seen before.

I believe that’s because Service Excellence extends far beyond policy or procedural changes – we’re aiming to change the whole culture. Within a few years, the philosophy of Service Excellence will permeate every aspect of this institution. No corner of our campus will be untouched. Everyone here will behave in a way that honors the four cornerstones (responsive, respectful, competent and collaborative). And we will be a different college altogether.

The catalyst for change has never been that “something is broken” here at Rollins – far from it. Rollins has garnered national accolades and enjoys a prestigious reputation for its undergraduate and graduate programs, faculty and co-curricular opportunities. Service Excellence has always been about pushing the envelope, eliminating complacency, and striving to be even better than we are. As Good to Great author Jim Collins so perfectly points out, “Good is the enemy of great.” We are so good in so many ways… now is the time to be great.

I see Rollins as being a place where people love to come to work and never want to seek employment elsewhere; a place where faculty clamor to teach here and then make Rollins their home for good; and a place that students consider home, enabling them to succeed in every area of their lives.

It all comes down to the way we care for and respect each other. Creating a terrific experience for our colleagues and students is as simple as choosing to exemplify the Service Excellence philosophy and making a conscious effort to treat others how we’d love to be treated. Join me in embracing this movement and being part of a new era at Rollins.

By Steven S. Neilson
Special Assistant to the President