Effort Reporting Certification is a complex and often stressful task requiring expert analysis and excellent communication skills. Rebecca Foster is an extremely competant point-person who consistently helps turn the process into a series of 'do-able' tasks. Rebecca is not only professional and well informed, she has a great way of teaching as she helps get things done. Rebecca makes Effort Reporting easier on all of us.

Congratulations Leslie Goldstein, ERSO's Scoop Salute Winner for June. Leslie is committed to the success of not only the staff she supervises but to the ERSO mission. I see this in my working with her on a daily basis. She is a wealth of knowledge on campus policies and is a person staff go to when seeking advise for procedural steps. She has streamlined financial management by building query reports in BAIRS for all Research Administrators in ERSO. Leslie created and maintains the Budget Tool which has proven to be a time saving devise for Research Administration staff. If one has FSREP questions they go to Leslie. She has an articulate and professional manner that shines. Leslie deserves a great big ERSO Scoop Salute.

Congratulations Gus Monino, ERSO's Scoop Salute Winner for May. Gus went above and beyond to help with a number of technical issues related to a sponsor review meeting in May in Soda Hall. This was a research meeting, but the problems were not just IT. Gus nevertheless immediately started troubleshooting issues from network connectivity (airbears or wired) to phone line access. In the end he even found a laptop for the presenters to use to be able to maintain connectivity and continue the conference and presentations. It is this kind of commitment to service that truly reflect his high commitment to customer service.

Pictures from the Ice Cream Social in May

Help customers understand your procedures.
An organization may have the world's best procedures for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how procedures work and how they simplify transactions. Be careful that you don’t allow the procedures to reduce the human element of your customer relationship.

The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.