Customers are always paying attention -- you can’t miss a beat. There’s nowhere that’s more true than with an institution of higher learning, where students are both customers and residents. So setting a standard for student experience is paramount for leadership. Just ask Miguel Martinez-Saenz, President of St. Francis College in Brooklyn NY (of which Liliana Petrova happens to also be an alumna). Miguel shares with Liliana: why, as a leader, Miguel has a zero-tolerance policy for disrespect of front line employees, and believes in setting the right standard for how others interact with each other in the communities he creates; understanding because not all students are the same, a hybrid model of in-person and online services is necessary; the importance of service to others, and what it really means to being lucky; and, how Miguel and his team have led the college through the pandemic without missing beat of attention to customer experience

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