Posts Tagged ‘longmire’

What is Your College’s Lasting Impression?

January 6th, 2016

[Part 4 of our blog series on how exceptional pre- and post-enrollment customer service can increase yield at your college or university.]

The holidays are behind us (I hope yours were full of family, friends and fun) and now we are all gearing up for the year ahead. In the world of enrollment management that means yielding the best possible incoming class of 2016.

In recent weeks, we have been sharing insights with you about how providing exceptional pre-enrollment customer service can impact your ability to achieve your enrollment goals. When you get it right, it will differentiate your school from all others. But, if you have breakdowns in your pre-enrollment service, it can be the single element that derails you.

Consider this: In our national co-sponsored study, How Customer Service Delivery During the Recruiting Cycle Influences Enrollment, we found that 53% of students and parents say that the service they receive from a college during the “shopping process” influences their selection decision.

Prospective students and parents view the pre-enrollment service they receive as predictive of how the student will be served after enrollment.

The research is very clear but it was a chance encounter with an old friend over the holidays that crystallized the message for me.

My friend Dave is assisting his oldest daughter, Emily, in her college search. Dave is a savvy consumer and he is also well aware that Emily has the GPA, college test scores, and extracurricular activities that colleges find attractive in a prospective student. As a matter of fact, he shared with me that she has been on the radar screen for a number of schools for several months. “She gets daily emails, letters and phone calls from all of them,” he said. “I figured we would take a hard look at two or three and it would be an easy decision. Instead, she is more confused now than ever. The whole experience was a huge disappointment.”

Here is Dave’s take on the college shopping experience:

At College A: Emily and her dad were given the standard tour which did not include any of the areas of specific interest to Emily. “She is a likely music major but that wasn’t part of the tour. When she asked about the music program, which we know is considered to be among the finest, the guide provided a spiel right out of the handbook.” And this was after numerous phone conversations with the admissions counselor.
At College B: The tour was far more personalized. “Someone had done their homework because she was shown the music department and told about specific opportunities available to her.” Dave said that Emily got excited about the campus and he had a feeling they had found The One. That is, until they had a one-on-one with the admissions counselor. “What a turn-off,” Dave groaned. “He recited an encyclopedia of stuff about the school but didn’t relate any of it to Emily. I don’t think he asked her even one question about her interests or what she wanted from the college experience.”
On to College C: “The admissions staff was enthusiastic and helpful. The counselor truly seemed to care about my daughter,” Dave said. But it all fell apart when they left their office. “The campus atmosphere wasn’t friendly and the grounds were unkempt. We got turned around and couldn’t find anyone to help. ” When they finally found their way back to the car, Emily told her dad, “No way!”

Unfortunately, Emily’s experience is not unique. It does, however, offer a cautionary tale for all colleges and university enrollment teams.

Here is the Good News: You CAN be the college or university that stands out with exceptional pre-enrollment service. Review this multi-part series for the necessary processes and steps. Taking control of your pre-enrollment service delivery will allow you to better serve prospective students and increase your yield. Make it your New Year’s resolution!

The Business Principle You Can Adopt Today for Increased Yield

Take this First Step Toward Increasing Yield TODAY

Don’t Let These 3 Pitfalls Derail Your Enrollment Success

Worth watching. About a year ago Chris D’Orso interviewed Longmire and Company on Higher Ed Live about customer service in higher ed.

If you have any questions, please give me a call. Longmire and Company offers Service Quality Management (SQM) surveys to help you achieve these goals. And we conduct workshops on campus to help colleges chart their course in providing better service to prospective and current students. Contact me today and I will show you how we can help you measure and manage your pre-enrollment service. Continue the conversation on Twitter @LongmireCo.

Rick Montgomery is as an Enrollment Strategist at Longmire and Company. With over 20 years in higher education marketing, he brings an innovative and dynamic approach to helping colleges and universities meet their enrollment goals. Rick can be reached at 913/492.1265 x.708 or via email at rmontgomery@longmire-co.com.

Comments Off on What is Your College’s Lasting Impression? »

Posted in Campus Tours, Campus Visits, Closing the Sale, Conversion and Yield, Customer service, Organizational development, Research, Uncategorized

Tags: admission counselor training admissions admissions counselors admissions customer service admissions success brand management college college admissions college enrollment college presidents college recruiting college recruitment customer service EMChat enrollment enrollment management finding the right college fit higher ed higher ed marketing higher education marketing higher education strategies longmire longmire and company Longmire and Company study marketing sales training yield enhancement

Take this First Step Toward Increasing Yield TODAY

October 20th, 2015

[Part 2 of our Blog Series on the impact of pre- and post-enrollment customer service to increase yield at your college or university.]

In our last post, we shed some light on the pre-enrollment service perception problem – the fact that colleges and universities are losing potential students due to poor service during the courtship phase and the opportunities that exist for institutions to differentiate themselves by focusing on this single factor. Our studies have revealed that multiple factors such as responsiveness, grounds, food service, and interactions with faculty and admissions personnel strongly shape a student’s overall opinion of the institution and ultimately influence their final decision of where to attend.

You may know you need a pre-enrollment customer service improvement initiative, but with so many contributing factors it can be a challenge to know where to start.

Take the First Step: Establish a baseline measurement to determine where you stand now vs. where you need be.

This will be the ground-level metrics that will drive high-level change so it is crucial that you gather insightful information from your prospective students.

According to George Brandt, a Forbes.com contributor and the author of The New Leader’s 100-Day Action Plan, “It’s frightening how many organizations say they care about customer satisfaction and how many of them are measuring the wrong thing the wrong way and then doing the wrong things with the information anyway.”

Baseline measurement guidelines:

Ask Questions

More specifically, ask the right people the right questions, at the right time. This means you’ll want to keep the channel of communication open and working with prospective students and parents from the first moment of contact.

Cover All the Bases

As for the questions, try to elicit feedback about experiences during all touch points of the process. For example, you may want to include a set of questions about their pre-visit experiences with your department, another set of questions about campus cleanliness and security, another set of questions about follow up, and so on. Most importantly, ask them if you’ve moved their needle. Ask if, because of their experiences with you up to this point, they are more or less inclined to enroll. Give respondents the opportunity to share other thoughts, or open-ended feedback, to help you identify the issues that are most important them.

When we work with colleges to implement Service Quality Management (SQM), we elicit categorized responses. This is the key to helping you determine which initiatives to focus on for maximum impact.

Candor Counts

It can be a challenge to get completely honest input unless you use the services of an outside resource but it is absolutely crucial that you have anonymity built into your surveying efforts. Unless students and parents can be completely candid and not feel that they are burning bridges by being brutally honest with you, the feedback will be useless.

Compare and Contrast

Use the data from your surveys to compare and contrast your institution with others on multiple factors. This will help you identify unique strengths and opportunities where you can stand out from your competitors. At the same time, it can focus your efforts where they will be most effective in the overall marketplace.

This approach was eye-opening for one of our SQM clients who were surprised to discover that scores they interpreted as “satisfactory” were far below the national average for other colleges. And, when their results were compared to those of competitive schools in their area, they were stunned to discover they were way off the mark in a number of key areas. “We expected to identify some areas of improvement,” the enrollment manager told us, “but the administration was shocked to find that our service delivery was impeding enrollment.” The end result? “We have made some simple changes that are making a huge difference already,“ she said.

In our next post, we will continue this conversation with more specific guidelines and tips for helping to improve the level of pre-enrollment service. We want to help colleges seize this opportunity to differentiate and attract more students through better service. Call me if you have questions or need help in taking that all-important first step.

Continue the conversation on Twitter @LongmireCo. For more information about Longmire and Company’s SQM tool and how you can measure and manage your pre-and post-enrollment service delivery, click here. Be sure to Subscribe to Versions of Conversion today so you don’t miss any of this highly-valuable information

Karen Full is a highly-respected higher education professional who has held positions in admissions and enrollment management at several institutions in the Midwest and Florida. With her vast experience working with large and small, public and private colleges, Karen brings a valuable perspective to her role as an Enrollment Strategist at Longmire and Company. Call Karen at 913/492.1265 x.711 or email her at kfull@longmire-co.com. Follow Karen on Twitter @KarenAFull.

Comments Off on Take this First Step Toward Increasing Yield TODAY »

Posted in Campus Tours, Campus Visits, Closing the Sale, Conversion and Yield, Counselor Training, Customer service, Organizational development, Your Value Proposition

Tags: admission counselor training admissions admissions counselors admissions customer service admissions success brand management college college admissions college branding college enrollment college presidents college recruiting college recruitment college yield customer service customer service training EMChat enrollment enrollment management enrollment strategies higher ed higher education strategies higher education value longmire longmire and company Longmire and Company study recruiting staff training value proposition yield yield enhancement

What College Admission Counselors Can Learn from the iPhone Phenomenon

September 23rd, 2015

This Friday thousands of people will line up at Apple stores worldwide to purchase the latest edition of the iPhone. And, even though the fervor surrounding this latest product launch doesn’t match that of the first ever iPhone release, industry insiders are estimating this weekend’s sales will top 10 million-10 times more than the first weekend sales of the “original” iPhone.

Can we take a page from Apple’s playbook for greater success in higher ed enrollment? Yes. We believe there are two fundamental principles that we can adopt for greater enrollment success.

Think about the people who stood in line to purchase the original iPhone. Most of them already owned a cell phone so it was a discretionary purchase. An expensive one at that since the new phone costed as much as 4 times the one they already owned. Most of them had done some research on the product and had likely formulated perfectly rational reasons why they needed this product.

But the act of pulling out their wallets or signing on the dotted line was motivated by their desire to have it.

They acted on emotion.

The facts, as they perceived them, simply supported their desire.

Lesson 1: Facts tell, Emotions sell

And therein lies a lesson for college admission counselors. In fact, in our recent co-sponsored study on the college selection process, we found that a student’s excitement about attending a particular college outweighed other key factors, such as cost and perceived quality of the institution, by a ratio of 2-1.

When prospective students are searching for a college and talking to admission counselors they ask a lot of questions. They need information. They need to know about programs, costs, opportunities and time frames. They need facts.

The facts, however, won’t generate excitement.

The attraction to the school will come from elsewhere. It may come from a sense of community that they felt on a campus visit. Or it may come from an encounter they had with a professor or another student. Or it may come from an affinity they developed with your college when their brother or sister attended.

Ultimately, the student will have an emotional attachment to your college that transcends anything factual. That’s why it’s so important that we appeal to prospective students on an emotional level in addition to providing the necessary factual information.

They need more than facts and information from us. As counselors we need to show them what their lives are going to be like as students on our campus and in our community. When we talk to a prospective student, our job is to spark their excitement – to engage their emotional commitment to our college.

Lesson 2: Strong Bonds = Greater Success

Excitement alone may have driven the frenzy surrounding the first iPhone release, but it is the bond that the company has built with its customers that have made it possible to increase sales tenfold.

You know that a student’s college selection is tied closely to the strength of the relationship they build with your college over time. Building relationships is a complex, nuanced and powerful part of student recruitment. The key question is, “What can you do to influence relationship-building with your prospective students in all aspects of your recruitment efforts, from social media to personal contact. And, how can you involve all influencers, on or off campus, in the development of rich relationships with our prospective students?”

Your admissions officers work hard to spread the word about your institution during college fairs and at high schools. They lay out the facts and features. Your office most certainly conducts great campus open-houses at which enthused, friendly, and eager staffers speak positively about the great things your school can do for students. You most likely have a focused direct marketing and electronic recruitment strategy.

All of this activity is good and necessary, but how do you know which, or if any of these activities are truly generating that moment of excitement, that emotional bond that makes students want to show up on campus day one?

You can join a prestigious group of colleges and universities that are exploring the issue of building relationships with prospective students. Call us or click here for information about of our new co-sponsored study, “The Relationship Dynamic: How prospective students form a relationship with your college, and why it matters in your ability to grow and control enrollment.”

This we know: When we effectively develop a relationship with students and create excitement about our college, we become something they just have to have. We are then able to give them what they need and, more importantly, give them what they want.

Continue the conversation on Twitter @LongmireCo. For more information about Longmire and Company’s Interactive Counselor Training Program, click here. Be sure to Subscribe to Versions of Conversion today so you don’t miss any of this highly-valuable information.

Comments Off on What College Admission Counselors Can Learn from the iPhone Phenomenon »

Posted in Closing the Sale, Conversion and Yield, Counselor Training, Organizational development, Research, Your Value Proposition

Tags: admission counselor training admissions admissions counselors admissions customer service admissions success brand management college admissions college branding college enrollment college presidents college recruitment customer service training EMChat enrollment management finding the right college fit higher ed higher ed marketing higher education branding longmire longmire and company Longmire and Company study value proposition yield enhancement

Tools to Create a Championship Admission Team

September 9th, 2015

Last year, our team brainstormed a way to share with the higher-education community at-large some of the unique methods we use to help colleges build powerhouse admission departments. The end result was a series of eleven blog posts, “The Counselor Training Series,” that turned out to be quite the crowd-pleaser making these some of the most popular posts in the history of our blog. Just in case you missed it, or if you’d like to review these winning principles, here is a recap of the series that can help you build a championship staff.

4 Simple Steps to Amp Up Your Recruiting Efforts

At the heart of our highly-successful Interactive Counselor Training Program is a proven model of communication that counselors tell us is transformative. It is simple and effective. Adopt this straightforward method and you will see greater success in your recruitment efforts.

Probing to Uncover Key Information about Prospective Students

The vast majority of counselors don’t cover a sufficient number of topics with a prospective student. We tell you why you must probe and how to do so effectively.

Powerfully Presenting Your College’s Value Proposition

Here’s how you can define your value to students and parents in a truly meaningful way.

Uncover and Break Through Objections and Concerns

We show you how to turn questions, concerns, objections and indifference into conversations that lead to enrollment.

Take this Crucial Step Toward More Productive Conversations with Students

Get the student to take the next logical step on the path to enrolling.

Learn to Differentiate Your College in a Compelling Way

Break out of this trap: The students and parents you’re talking to are hearing the exact same thing from every other college they are considering.

Adopt an Entrepreneurial Approach for Greater Success

Learn this secret from some of the most successful college recruiters in the country. Hint: You can master it, too!

Establishing Goals and Holding Yourself Accountable

Take a page from savvy business builders. Adopt these behaviors into your role as an admission counselor today for immediate results.

Get Out of Your Own Way for Richer Conversations with Students

Step out of your comfort zone and ask questions of students and parents that you have never asked before. The results will surprise you!

Tap into the Excitement Factor

Colleges and counselors that are most successful at recruiting are masters of understanding each prospective student and generating their excitement.

Are You Adding Stress for Your Prospective Students?

Here is how you can differentiate your institution by RELIEVING, rather than ADDING, stress to the college selection process.

Interested in taking the next step toward creating a Championship Admission Team? Now is the ideal time to train and motivate your staff. Email or call me if you are interested in how we can help. And, if you want to join a prestigious group of colleges and universities that are exploring the issue of building relationships with prospective students click here for information about of our new co-sponsored study, “The Relationship Dynamic: How prospective students form a relationship with your college, and why it matters in your ability to grow and control enrollment.”

Continue the conversation on Twitter @LongmireCo. Be sure to Subscribe to Versions of Conversion today so you don’t miss any of this highly-valuable information.

Bob Longmire is President of Longmire and Company, Inc. He is a recognized expert on the topic of how prospective students and parents form their college selection decisions – and how colleges can use that knowledge to grow and control their enrollment. He can be reached at (913) 492-1265, ext 709 or at blongmire@longmire-co.com. Connect with Bob at Linkedin/in/boblongmire.