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By Gene Gallelli

Organizations are scrutinized daily by customers who traverse their corridors and aisles and who notice and remember the “little things” they see, hear and touch.

One of my education heroes, Ron Edmonds, who was a major architect of the Effective Schools movement, espoused – along with believing that we can educate all children – that organizations must avoid evidence of institutional neglect. That in so doing, Edmonds believed that a safe and orderly environment was more likely to exist – a characteristic necessary, along with others, for a school to be effective teaching all children.

For a ubiquitous example of institutional neglect, consider public and private schools. One can expect that after a long day of student traffic – doing what students typically do – the stairwells will contain the day’s litter and windows will need attention. However, if you return days later and the stairwells and windows haven’t been cleaned, that is evidence of neglect. When the cited neglect becomes a pattern, it affects morale and community perceptions of the school.

But let’s not just focus on our schools; institutional neglect can be found in the many organizations we encounter in our daily lives.

It’s a given that all stores need to stock their shelves and keep their inventories in top shape. Yet, individuals will find “another place to shop” when aisles are always cluttered and/or products or services ignored – a horrible example is when products on the shelves, for example baby foods and medicines, are past their expiration dates. (While there assuredly are many examples of blame to go around, this article will cite only examples of neglect.)

Our daily life is like a painted pony on a merry-go-round, full of ups and downs and in search of the elusive brass ring. Along the way we encounter a variety of folks whose job it is to pleasantly accommodate our many, daily needs. We welcome and appreciate the messages sent our way by the employees of organizations who know the importance of a smile and kind word. Unfortunately, those organizations that allow their employees to be grumpy, to avoid eye contact, and to be rude are engaging in the most damaging type of institutional neglect. Nothing can encourage a customer or client to “go somewhere else” than the aforementioned behaviors.

Since we’re all on the merry-go-round of life and all in search of the brass ring, doesn’t it make sense to do all we can as individuals to put an end to institutional neglect whether it’s a dirty stairwell in a school or a grumpy check-out clerk at the grocery store?

As the Beatles reminded us in song: “You’ve got a ticket to ride.”

Without hesitation, let’s all find our favorite painted pony and GET GOING!

Gene Gallelli was associate superintendent of the Dare County Schools for eight years. He received his doctor of education degree from East Carolina University, where he taught and supervised students studying to become school administrators.

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