mortiz0010

To increase retention on campus the school has to also increase its customer service by listening to the voice of the customer. That is, listening to the    wants, the expectations, and that dislikes of students. Then we need to take these needs, these expectations, and what they dislike and place them in a hierarchical or taxonomical structure that we can respond and serve our students better . The voice of the customer is a very important one to hear. Too often we use our own voices, our own expectations and needs what we think students want or need and place them upon students. We actually think that we know what is best for students when we don’t even ask them for their thoughts and opinions. Some say in loco parentis is dead. I think it just been replaced by an assumption that we understand students better than that they may understand themselves and therefore we don’t listen to the voice of our customers. That is not to say that we don’t necessarily go about campu...

Students will soon start to arrive on campus.  And most every college will be doing all it can to make the arrival day welcome big and hearty. Presidents will walk around greeting students and parents. A few may even help carry something in. Administrators are on hand doing the same. At some schools faculty are around to help out too. And of course, student ambassadors are everywhere helping, pointing, guiding and smiling to try and make the move in easier and friendly. Great start. Sort of like drop off day at summer camp feeling. Too bad it is like Tom Lehrer’s line in his song National Brotherhood Week. It’s only for a week so have no fear. Be grateful it doesn’t last all year. If he were singing about move in, it would be Thank god it only lasts a day and not all year. As it should! ...

Number 17 of the 25 Principles of Good Academic Customer Service reads:There must be a good match between the college and the student or do not enroll the student.    If the school admits students who aren't right, aren't a good match for the school, those students will drop out. The student must fit the school and the school must do the same. This is a basic rule of retention.(Get a copy of the 25 Principles by simply clicking here and asking.) This aspect of retention can be understood in part by buying a dress. When a woman buys a dress she wants something that will be a good fit. She also wants to be attractive, for her to look good in it and for it to be worth the cost of the dress in her mind. Like buying that dress, the final decision to buy or not is not an intellectual conclusion It is an emotional one. It is a decision that is supposed to make you happy. (Unless you’re a bridesmaid and have to spend a lot of money on what is almost always a bad lookin...

You cannot make something better until you know that it is not its very best yet. You need to understand the situation and the way service and hospitality work on your campus.  This is what we discover when we do a campus service audit but there is also a simple way for you and everyone else on the campus to start learning what students think about service at the school. In an earlier article and in my book The Power of Retention I discussed Dean Bill Schaar and his habit of leaving his office each morning to walk the campus and say hello to everyone he met. I also discussed how I added to this by asking students how they are and listening to their response.  This is a good way to start to gauge how students are doing and what they are feeling about the school. Now I want to add to that with another suggestion that will start to unveil hidden issues that students are bothered by. Get out of your office and walk the campus. As you walk the campus do say hello to ever...