Culture
I believe the topic is right on the point when it states that perception is reality. It is important to make sure a school has the proper culture that will foster growth of the students as well as the faculty to attain a high level of student understanding.
Leonardo--
Great point. We need to model our expectations of ourselves, our institution and the students.
Susan
I think if we build the right culture for both students and staff the perception of what this institution stands for will be brought to the forefront. Any institution wants to be known as the best of the best. We must carry ourselves as such, and in turn the quality of our students will follow. Some might say that quality is perception but after it is all said and done, perception is after all reality.
Louis--
Managing student expectations is very important. As you point out, there should be no negative surprises from what they are told in Admissions to what actually happens in the classroom.
Susan
I believe a big part of our retention is the experience the students recieve while here at school the culture fits what they are expecting.
Catherine--
That is absolutely true. I know that sometimes admissions folk feel a great deal of pressure to meet their performance expectations. But retention starts with them (actually, marketing). Laying out realistic expectations and information is cricial to retention.
Susan
I agree. This begins with admissions and this is why I beleive we need to change the mindset of admissions to be honest with potential students from day one. The admission process should not be like dealing with a used car saleman.
This is an issue I have been thinking about. It seems different classes have different personalities. I change my approach but my goal remains the same. I tell them my class is a safe place to learn; no one is teased or made fun of. Please, ask anything, email... The good grade is not the goal, the knowledge is. I tell them not to make good the enemy of perfect. I let the class know I assume they will do well; that I want them to do well. My door is always open. When they see my rapport I have with pior students,it lets them see I am approachable.
Errol--
Timeless and effective...treat others as we want to be treated. If we take care of the student (as an individual), they will respond. That is, afterall, why we work in education. We enjoy helping others and seeing the transformation that takes place in their lives. It is extremely important to always keep this at the forefront.
Susan
With a positive culture, anything is possible and then there is reality! The reality of it all is this, if we treat the other fellow like we would want to be treated and then go one step farther all will win. Excellent course of study, it reminds us what all of us are looking for in a program and company!
Perception is indeed reality. If a person says something to you that offens you, even though that was not their intention, your reality is that you got offened. If your perception is that you are going to be a master technition when you leave this school, the reality is that you not. that may discourage some people into spready bad pubicity for this school.
Agreed! What made the person so unhappy with the organization in the first place that they are now not going to be satisfied is a great thing to find out for the school's own growth.
Also its a chance to ask a person what would they like to have heard or had done for them.
Not that we as institutions will be able to do what they ask but again more info is better! :)
Key to focus on the issue and Not the person.
Absolutely...unfortunately, that 'negative' advertising is way more effective than anything else we can say or do. And the upside is those extremely negative, unpleasable people you refer to tend to be that way all the time; and most people know them for what they are.
That said, I have also found those students often have some very good suggestions and points that can be used to improve the existing programs. It's important not to 'throw out' the issue because of the person.
Susan
I agree there will always be the unsatisfied customers(in this case students)and the only way we can change that is by improving things in the future. Although I strongly believe that there is people out there that you just can not satisfy no matter what you do!!!
Tina--
Consistent, high quality service is indeed a culture that will 'wow'! There are always people within an institution that provide that and students always gravitate to them. It's getting everyone on that same page. Do you have specific things you do to foster that environment?
Susan
It starts at the front door... Everyone needs to be on the same page...the importance of customer service.
John--
Absolutely! You cannot 'out advertise' the poor word-of-mouth that can be created by unhappy students. While we may neve make everyone happy all the time, it is important to stay in touch with what is going on and to take the time to explain those things we cannot accomodate.
Susan
I agree perception is reality if the students feel that school has not created an environment for learning and the skills to perform in the job world. The negative feedback from the prior students will affect the enrollment and retention.
I agree! Our institution is not heavily into marketing or "selling," although we obviously want to grow. We have found that slow and steady growth due to word-of-mouth (from our students) has been, by far, the most effective means of advertisement. In our niche market, being a fledgling institution, the "slow & steady" has been a blessing, as we have been able to take more time to mold our programs into what our students, want, need, and expect. If we were constantly inundated with volumes of students, it would have certainly been much more difficult to manage our evolution as a university.
Steve--
Absolutely...and with a culture if as you describe above, the institution will have an awesome reputation. Current students and alumni will help drive new students to the doors.
Susan
