Campbellsville University launches Service Excellence Institute

by Gerard Flanagan, lead writer and communications specialist, Office of Marketing and Communications

Campbellsville, KY (11/10/2025) — When Dr. Joseph Michelli spoke of legacy at Campbellsville University's chapel on Nov. 5, he didn't start with definitions or leadership theories.

Instead, he began with a story-about his wife, Nora, and the lessons of love, service, and faith that shaped his understanding of what it means to build something that lasts.

"Legacy isn't something we leave behind. It's something we live out together, right now," Michelli shared as CU celebrated the establishment of the Service Excellence Institute (SEI).

The SEI was born out of CU's five-year strategic plan, which called for the establishment of a center to encourage, facilitate and recognize servant leadership to strengthen community and extend the university's Christian mission. The SEI will further CU's mission of creating servant leaders by cultivating curriculum, which has led to the creation of a new Master of Science degree in Customer Experience program, and inspiring scholarship, such as the recent book titled "Service Excellence in Higher Education," which examines best practices for integrating service, faith, and leadership within the university experience.

The SEI will bring together the concepts of servant leadership, service learning, customer experience, customer hospitality and service excellence, all under one umbrella.

Dr. Rocky Wallace, professor of education, and Dr. Bill Budai, professor of piano and associate dean for the School of Music, are co-chairs for the SEI.

"This institute is truly ground-breaking," Budai shared. "No other university is quite doing what we envision: the complete and seamless integration of service excellence and servant leadership across every facet of the institution - from administrative processes and student life to faculty teaching and staff-student interactions."

Wallace added, "We've really just begun our work, and the potential is limitless."

Michelli reminded the CU community that President Dr. Joseph Hopkins challenged them earlier in the year to think about legacy. Hopkins shared the Biblical story of Nehemiah, who led the Israelite people in rebuilding Jerusalem following their return from exile.

"He provided us Nehemiah as a model for us to consider, not only in the historical context of the model," Michelli said, "but really, what does it mean today to rise up and build?"

Michelli is an internationally recognized speaker, author, and organizational consultant known for helping businesses create joyful, productive workplaces centered on exceptional customer experiences. His insights inspire leaders and frontline teams alike to serve with purpose and passion. A #1 New York Times, Wall Street Journal, USA Today, Publishers Weekly, and Nielsen BookScan bestselling author, Michelli's work has influenced organizations around the world.

While some might think of legacy in terms of past actions and decisions, Michelli asked the CU community to think of legacy as creating a positive impact in a community.

"And legacy is nothing more than active impact. Legacy in the now is the active impact we have from every act of faith we produce, every act of creativity we generate.

"It is every act of service, the smallest acts of service in the now that put bricks in the wall of our legacy, particularly powerful when we amplify them in community.

The challenge to be legacy builders isn't unique to Hopkins' challenge.

"So I think not only does Dr. Hopkins challenge us to be builders, but I think Jesus challenges us to be builders, builders of lifting up the ruins and healing and fixing and magnifying both our effort and our scope to live our active impact," Michelli noted.

He added, "If you serve first and seek your rewards second, your legacy will speak for itself."

Builders are needed today like never before, according to Michelli.

"Nehemiah is a historic reality, but we live in a broken, ruined world with lots of sin stain," Michelli said. "We live in a world where relationships are broken, where people break civility online because they can in the spirit of anonymity."

Michelli challenged the CU community: "Nehemiah began with vision and prayer, and so must we. Faith fuels every act of service. What if we were all Nehemiahs?"

Reflecting on the idea that legacy isn't built alone, Michelli shared that he and his wife, Nora, moved to Florida to be closer to her parents. Shortly after arriving in Florida, the breast cancer Nora had bravely been fighting spread to her brain, lungs and kidney. Michelli called his son, who had just taken a job in Seattle, and told him he needed to come to Florida. The next day, their son arrived at the airport in Tampa.

Michelli shared, "I told him, 'Home is where your job is,' and he said, 'No-home is where my mom is.'"

Michelli's son left his career to become a CNA and care for his mother in her final days.

"That," Michelli said quietly, "was Jesus in action."

Michelli shared the story as a reminder that legacy is not measured in accomplishments, but in love expressed through selfless service.

"We were placed on this earth by a loving God to love one another as He loved us. That is our purpose, our testimony and our legacy."

Campbellsville University is a widely acclaimed Kentucky-based Christian university offering over 100 programs of study, including certificate, undergraduate, graduate, and doctoral programs. CU is committed to academic excellence solidly grounded in the liberal arts that fosters personal growth, integrity, and professional preparation within a caring environment.

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Service Excellence Institute (SEI) committee members, include, from left, Trent Creason, campus minister; Dr. Michele Dickens, dean of the School of Nursing; Dr. Donna Elkins, associate vice president for institutional effectiveness; Dr. Shane Garrison, dean of CU online and interim dean for the School of Theology; Dr. Bill Budai, professor of piano, associate dean for the School of Music and SEI co-chair; Dr. Rocky Wallace, professor of education and SEI co-chair; Dr. Robin Magruder, dean for the School of Eudcation; Dr. Joseph Michelli, visiting professor of service excellence; and Steve Skaggs, director of the Cheatham Center for Teaching and Learning. At far right is Campbellsville University President Dr. Joseph Hopkins.

Campbellsville University

Campbellsville University launches Service Excellence Institute

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Campbellsville University

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