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Hi Andrew,
Many schools seem to have service challenges in the Admissions and Financial Aid process. It's great that you are aware of the challengs and are making strides to elevate the service from good to great (great book by the way).
When you think of what "outstanding" service in both of these processes looks like, what are the three most important elements? How will you be articulate these elements to your team?
Best of luck to you with improving this service! Thank you for your contribution.