Procedures
A student makes two appointments but at the end does not come to the school. What will be the right procedure when calling him again?
I also get a lot of I am very busy, I haven't looked over the information and then when aske when would be the best time to follow up with them, they don't answer!
I am know our location and cost are probably a factor when it comes to this.
I would call the student and tell them that I was
really worried about them and wanted to know if I can help them in any way, because I know they really want to visit the school and something must have happened.
LeAnn, That sounds like a great plan. What are your best tools for overcoming challenges?
Dr. Jean Norris
I would make contact with the student again to find if there are underlying objections, and then develop a plan to overcome the student's obstacles if being at school is still a priority.
Michael, Being prepared for your next student is so important. I'm curious, is there a question you can ask the student to understand why he/she may not be showing?
Dr. Jean Norris
I will then put the onis on ths student. I will not allow them to proscratinate any further. I will set one final deadline on their terms but they need to make they effort. I will not let them effect my "state" I have to continue to make sure I am ready for the next student "mentally."
Jennifer, Thank you for sharing. What else can you say to a student that has not decided to attend? Dr. Jean Norris
Telling the student to come on in and check out the school look around and see what the students are doing and see if this is something you are interested in doing. siging in is not getting you to attend the school. It just basic information
My third call to a potential student that has not come to the school is to let the student know that upon coming in for an interview, that student will be asked to not make a decision about attending school during the visit. I would let the student know that I would want them to see the school, ask any question that they have about the program and then ask them to go home and think about it.
How are these approaches working for you and your peers Erin? Keep doing what works but also consider that the prospective student is saying when they don't show or answer a call. How can you utilize your communication tools to find out what the prospective student might want as a next step?
Dr. Jean Norris
I try to express key items why he/she wanted to start a career/further his/her education during the first attempt to reschedule. I do the same during the second, but add that our time is just as valuable as their time and state that I set aside time for him/her and that he/she is taking that slot of time away from someone else who is a little more serous. We also have been trying having other admission reps call each others "no show" appointments. Maybe a different voice/demeanor may help get them in.
Soleymi,
So what might this student be telling you? Some of the things that student might be saying is:
- I'm very busy
- I'm not to that point in the buying cycle yet
- I want to 'buy' differently than you 'sell', meaning I don't want to come to the campus to get my information
- It's not that important to me
In the world of admissions we have been trained to operate within one model when today's students are savvy and operate under many different models. If we keep calling to reschedule the appointment that they don't seem to want to show for (based on any of the above), we may be setting ourselves up for failure. How would you phrase your phone call or message to help determine what this student wants or needs to move forward?
Dr. Jean Norris
