Admissions paperwork issues.
We have to always remeber that many times the process of admissions and financial aid for the student is like going to court and standing in front aof a judge. Almost no one comes away with any grasp of everything that has happened. It is imperative that all documents are reviewed and there is a comprehension check for the individual and if necessary a followup question and answer session to ensure that they understand the process and the consequenses of the process...
I agree with the 5 day cancellation law and if the admissions process is handled properly I feel very few people will cancel accordingly. Our students are informed in an information session that covers all of the important aspects of the school. The admissions staff provides the necessary information so that the potential student can make an informed educated decision for their future.
I agree. It is our job to make sure the student is comfortable with the life changing decision they have made. Although we want to enroll students, we want to enroll the right student who will take their education seriously and graduate.
This is interesting it sounds like a Mortgage. you have the right of recision. If you are not content you can get out within a set period of time.
I fully agree, each student should feel they were fully informed in all areas regarding the enrollment process. I always include my card and encourage questions after I meet with a student. I try and explain everything clearly, however; in the event of confusion I want that student feeling comforatable approaching me later.
I agree with your thoughts. A school should allow its representatives the time necessary to ensure the student receives - and understands - what they are doing.
A well informed student is more likely to be a satisfied customer, and a satisfied customer is great advertisement!
Our director of admissions meets with each new student at the end of the enrollment process. We call it the "button up", and it is a great time for the student to review everything that was delivered during the interview process. The button up is the final step in the process and the director asks questions such as, "do you feel comfortable with everything?" , "do you completelt understand all of the terms of the papers that you signed?" , "do you have any other questions or concerns?". I think the button up greatly reduces buyers remorse and enhances the students experience in the admissions process.
I always walk my students and their families out after this process is complete. The student has their file, which contains copies of everything that they just signed. I always explain to the student that I realize that it is a lot of information and I encourage them to contact either myself or the Financial Aid consultant if they have questions once they get home and have had time to think about the days events.
We have a check sheet that we have to review as we look over all the paperwork before giving to be input and before the student leaves. This ensures that all signatures are present, all dates are there..everything that should be part of the file is there...
Also I love that our system prompts us to call the next day to ask about questions and concerns since they have had time away.
i think the Ohio code for buyers remorse helps students feel less pressured and lets them really understand and feel comfortable with the decision they are making.
The 5-day "buyer's remorse" refund is a great thing because, like many things, people often need time after they purchase something to absorb or fully engage with what it is they have committed to. It ensures our faith in the quality of the education we have "sold" the student.
I agree. If the admissions rep, cannot answer questions. They shouldn't be allowed to complete enrollment process. New rep's should always have someone with them until they can handle on there own.
Along with having a follow-up session, it may be helpful to provide an FAQ worksheet to the potential student. This worksheet could provide answers to commonly asked questions that are heard by the school's Agent/Admissions Rep(s), as well as potentially generate additional questions that the potential student may wish to ask. This FAQ worksheet could be in both print form and on the school's website in electronic form.
I feel that a good admissions representative, with proper training, should be able to address "most" questions and answers before the student leaves. This is what we do, we know the most common questions that students and parennts have for us each day.
Obviously, there will be things that they forget to ask, that you may forget to mention, that is the reason for the follow up call.
I feel that you should call every person you interview. That is providing good customer service. If that person enrolls, you owe them a call to check on them. If they did not enroll that day, the follow up call might make that happen.
I completely agree! I think that the follow-up can even help prevent a buyer's remorse. It ensures the student that someone is going to be there to help them with there questions, and that we do care! In many cases, going to school or back to school is a 'big thing' for many people, and it is important that we make them feel comfortable with their decision by answering even the simplest of questions.
I have read a few of the responses on here, and while I agree, in a general sense, that the documents provided at enrollment and financial aid are numerous and contain a lot of information, I think a student can and should understand them.
We have to be careful about enrolling a student who may not understand what they are undertaking, in my opinion. This is why follow up phone calls and meetings with students are crucial. And, as we (Reps) trial close throughout the interview and tour process, we also need to do a "trial student understanding check" as we escort our students through financial and enrollment appointments.
Doing so will also aid your referral base of students who feel attempts were made to inform them fully.
There will still be things students won't understand, of course. But they will feel comfortable coming to you with those because you have connected well with them.
That is an excellent idea. I can also remember coming away from my meeting with an admissions rep and had no clue what I just signed and dated. I signed and dated more papers than I could count and after about 10 copies of something I quit trying to figure out what I was signing. It can be very overwhelming to some students and I feel as if it is our job to make sure they get it. It may take 2 hours to go through everything, but I feel as if its my duty to make sure they are comfortable before they walk out of my office.
Jeremy:
This is a good suggestion. What additional steps do you take if the student can't explain the information to you?
I believe that when a student is done with the enrollment process they should be able to explain to you in detail what the have just obligated themselves to.
I think the Ohio Rule is a great one to have in place. I think many of the students considering enrollment don't understand the magnitude of the decision they are making in getting their degree. The Ohio Rule offers a pain free way for students that most likely would have dropped out later, to drop out before they incur fees and entangle themselves in something that will affect their ability to take out loans and borrow money.
