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The new book by the author of The Power of Retention is available now with a bonus offer for the first 100 purchasers. The new book by Dr. Neal Raisman From Admissions to Graduation: Increasing Growth through Academic Customer Service i s available from the Administrators Bookshelf and for the first 100 the publisher will include a free copy of Customer Service Factors and the Cost of Attrition by Dr. Neal Raisman. The Power of Retention: More Customer Service for Higher Education is the best-selling book ever on increasing service excellence and retention . From Admission to Graduation: Achieving Growth through Academic Customer Service takes the next steps to improving service excellence on campus to increase enrollment and retention through graduation and beyond. A college’s success moving students from admissions to graduation is controlled in a very large part by the way it treats its students and the service it provides them. If a college provides good academic, not ret...

At the NISOD Conference in Austin, TX last week (which was a very good conference by the way) a Vice President for Academic Affairs asked me how she can get recalcitrant faculty on board to treat students better with customer service. She told me of faculty who began their classes for a semester with the announcement that “I am tough so expect to fail unless you work extremely hard”. And then they went on to prove that statement by being excessively tough and unhelpful to students. She mentioned other faculty who just did not seem to care about students and always put themselves first. These are problems of course but ones that can either be solved or relegated. A large part of the problem with faculty who treat students poorly is that they may just reflect a culture in which students   are not as important as they should be. I have worked with some colleges and universities where the message was that the most important people are faculty and administrators. This of course comes ...