mortiz0010

It is difficult to get somewhere when you don’t know where you are going. You may know where you want to head but you need vision to see how to get there. And in that same manner, to get to service excellence and gold standard customer service, an organization needs to have the vision of what it seeks to accomplish, to define itself and to guide the journey . Colleges need mission and vision statements to get to who they want to be; to lead the way. A mission statement talks about how you will get to where you want to be. A mission statement defines the purpose and primary objectives of the school as well as some values the institution holds as important; the who we are. It talks about the present as a precursor to the future. The vision statement tells people what we want to eventually become; what our vision of the future is.  The mission and vision statement together set the tone and the cultural values for a school. They can change the school. We are aware of some schools ...

Many colleges believe that as soon as they get an application from a student, they are on the way to an enrollment. We know that is not true. This is just one part of a much longer process that leads through to graduation. The path of the actual enrollment process is a long and demanding one guided by the stitch-in process. But what many schools and universities do not recognize is that more than one person needs to be stitched into the many pieces of the quilt that is enrollment and retention. It is as important, if not even more important to sell to, then enroll the entire family. The issue of the buying group has already been discussed. Now it is time to talk about how to go about enrolling the family. It is actually an easy process and one that reaps major benefits. If the college enrolls the family, it involves them in the success of the student. It does begin with the buying group but does not end there. Here are seven steps to enrolling the full family or the peo...

Here are the five top customer service issues from new freshmen commuter students we interviewed at 4-year not-for-profit public and private colleges, community colleges and 2 +4 year proprietary career schools. Students could indicate more than one concern. These are the ones that came up the most. So now, (drum roll please!) Top 5 New Commuter Freshman Concerns 1. Paying for college 2. Parking 3. Faculty that care 4. Belonging 5. The right courses   1- P aying for college is the greatest top of mind response. No surprise. Money is very top-of-mind now in particular. Maslow could have predicted that. Tuition is up. Cost of books is obscene and disposable income is not strong for students and their families in September. Not that college is disposable. Just right now, at the start of the real New Year in the US (Labor Day), bills had to be paid, books bought (or not) and many students are going through their money fast. “I’m set for this semester but the next ones….?” w...