The Golden Rule and the Platinum Rule, that is definitely something if you are teaching, learning, or setting out the vision of service excellence in higher education, you have to know that. So the Golden Rule, we all know that, right? It's "Treat people the way you want to be treated," but it's 2018 now, soon to be 2019. We have to understand that the world is so much more diverse and inclusive. Not everyone wants to be treated the way you want to be treated. So you have Golden Rule, treat people the way you want to be treated, and then there's Platinum Rule, "Treat people the way they want to be treated." That takes a lot more work. And the only way you know how people want to be treated is to ask, develop a relationship, find out how they want to be treated. You might have two different clients, two different customers or stakeholders who come in, and one wants to get in and get out, the other one, Chatty Cathy, wants to tell you all about her 14 grandkids and all 12 hip surgeries. So you've got to treat them each how they want to be treated. Get this one in and out, take a little more time with this person. So you can't treat everyone the same because not everyone's the same. And I think the more that we realize that, especially in higher education, we've got to understand that people deserve to be treated the way they want.

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