Noemi, Great awareness. What are specific ways to approach the conversation differently?
Dr. Jean Norris
I believe the most difficult part for me is trying to understand what stage in the decision process the perspective student is in. Many times I feel the student is ready to enroll and the student just never comes back. Other times, I am thinking the student isn't interested and all of a sudden the student signs up. I feel I need to approach the conversation differently so that I am able to get a better feel of where the student is coming from.
MARIA, Have you identified these as challenges? If so, how will you address them to change them from being a challenge?
Dr. Jean Norris
the integrity, honesty, and respect for others;
Marcus,
All of those are great values to have and know. What do you find are your challenges, if any, with the Admissions Professional's Code of Conduct?
Dr. Jean Norris
Admissions Profesional's Code of Conduct is about maintaining our core values of growth, communication, integrity and service through the enrollment process.
I agree I never want to make the student fill pushed. I feel like if they do feel that way they may not participate well and will find fault in my program.
Christopher,
Great insights and very well said!
Dr. Jean Norris
Prejudging/discrimination is a challenge. Being in sales, you try to maximize your time thus missing out on prospects. Establishing a good rapport will help understand the prospect as well as getting to know their goals and making that human connection.
Renee ,
:) We can certainly learn a lot from our mistakes. :)
Dr. Jean Norris
#16 If you make a mistake, own it and fix it -FAST.
Since I am in a new position, I have a positive outlook that since I am learning it is better to admit any errors and ask questions (several times if necessary) to learn the correct way. It has become obvious very quickly that mistakes impact our students and the admissions process.
It is important for me to have this outlook and not be afraid to learn the correct way and learn from my mistakes.
Great awareness Iza. With so much information at the fingertips of every prospective student through the internet and smart phones, our school is already transparent. The role of the admissions professional is to continue that transparency throughout the admissions process. Knowing good open-ended questions to follow up a tuition response is the perfect approach. You can also follow up with the simple question 'Is that what you expected?'. The only responses can be yes or no and at least you know which direction to go with the open-ended question that follows.
The area that I identified as a challenge for me in the Admissions Professional's Code of Conduct is not wanting to provide complete information at times fearing rejection. There are times where an inquiry just simply calls to ask for pricing, and although I share this information, as soon as I do, I am not given the opportunity to ask the reason why they inquired. The best way for me to address this challenge now, is to probe and ask open ended questions such as "What motivated you to seek information on our tuition"? Or share the complete tuition, then ask an open ended question. The goal and importance is that we are transparent.
That sounds like a good plan Robert. Sometimes we need reminders or touch points to help us stay focused on our goals. What can you do to remind yourself to slow down and listen to your students at a deeper level?
Slowing down and listening. I plan on not rushing and listening more to the needs of the students.
John, this is a great plan. You've spent time building a relationship with the student to start school and so continuing that relationship will not only pay off for you, but for the student as well. They will know that you are there to support them throughout their academic career.
Dr. Jean Norris
Scott, you hit the nail on the head. The attributes of a school are great. But the benefits make it meaningful to the student sitting in front of you (or on the phone). We want to customize as much of the process as possible in order to meet the student where they are.
Dr. Jean Norris
I would say emphasizing the benefits of my school for the prospective student. I could list all the attributes my school has but if I they ask me "so what" this is something that needs to be stressed because the student needs to know how what we have to offer is going to help them succeed, not just the aspects of our school.
Hi Dr. Norris.
I would say that my greatest challenge is Staying the Course. My follow up is certainly my greatest area of opportunity. Once a student is one week into their class I no longer contact them at all. Not even for referrals. I will from here on out create that activity in my CRM to follow up with my students.
Great point. My goal is always to help students take ownership of their decisions! Because ultimately, I also want the student to succeed in school and graduate, and they won't do that if they felt pushed into starting in the first place!
