We love to see representatives talk through the enrollment process so it’s clear, but it’s sometimes presented as a long process requiring applications, approvals, reviews, verdicts, and recommendations… oh my! What is the intended value-building message here? The message received is that enrollment is limited; not everyone who wants to attend is accepted. “You need my approval if you want to get in.”

Roland told me that after he looked at my application, it would be submitted to his manager. He said that his manager would then send the application to an approval board, which would then send it to “the board” for a final verdict.

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Manny asked if I was ready to complete the enrollment application, and I told him I wasn’t ready. He questioned whether I was really serious about bettering my situation. He claimed that he needed me to complete the application so that he could take it to his director for approval. He also added that it would then take three to four hours to get back to me if I was approved.

We train our trail travelers on how to handle any kind of enrollment discussion, but pressure can still make for an unpleasant exchange. Being asked multiple times to enroll or move forward can get quite awkward and immediately dissolve any previously built rapport. Evaluators have reported feeling uncomfortable, frustrated, manipulated, and rushed after these kinds of conversations, both in person and on the phone.

Giles navigated to the enrollment page on the presentation. I told him I couldn’t complete the application at the moment. He said he wanted to get my information to his director. He said I would have an opportunity to meet with Financial Aid and if the numbers weren’t affordable, I would be able to cancel the application. He stayed on the line with me to get me through the first page because he wanted to make sure I found his name (to include on my application).

We’ve had representatives completely lose their cool when we decline offers to complete enrollment applications. These same representatives have tended to be less forthcoming with requested school/program information, instead focusing on moving the process along. When there is a free and open discussion of the school and its programs, students will take the next step when they feel ready and confident in their decision.

We wonder how often these tactics are successful and how many of those students feel satisfied with their choice after being hurried to make a decision…

Trevor gave me curt replies to my questions about tuition and financial aid. When I explained that I was not ready to enroll, he became slightly aggressive, stating that my position did not make sense. After I told him I needed to speak to my uncle about moving forward with the process, he said that I’d already told him my uncle supported my decision to go to school. He told me to have a wonderful day and hung up the phone without waiting for me to respond or offering a way to contact him.

Choosing a school is one of the most important decisions in a student’s life. As such, it seems pretty reasonable to allow them the time and space to consider the information and pick the school and program that’s right for them.  When students make careful and thoughtful choices, everyone wins! It can impact student and graduate performance data overall, and students are more likely to be engaged in the process of finding a job right out of school if they’re pursuing the path they chose on their own.

Imagine yourself sitting in a room with Sidney, your admissions advisor, with whom you’ve just spent 45 minutes to an hour, and have shared information about your situation and experiences. The interview is coming to a close, so the conversation turns to the application.

Sidney said if I didn’t apply the same day she probably wouldn’t see me again. She said that she never had a student who did not want to apply the same day come back at a later date and apply. She said she would pack up the information and send me home. Sidney told me to tell her one good reason that I couldn’t apply the same day. I told her I just didn’t feel comfortable applying. She told me if I did call her back that I would be the first student to return to enroll. She said she wouldn’t call me and that if I needed to apply, I would need to call her. She showed me to the front door.

Most adult students lead lives that are already full with work and familial responsibilities. We always encourage admissions representatives to help students overcome obstacles and brainstorm solutions. Unfortunately, we’ve run into some less than empathetic representatives recently:

I told Shawna that I needed to speak with my husband and employer about scheduling and she said, “No, this is about you, not them.” I then said, “I need them to support me or going back to school won’t be successful.” Her reply was, “I am here to support you. You don’t need them to support you.”

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Rick pressured me to enroll for the next six minutes despite my saying no and needing to discuss it with my husband. He told me I wouldn’t be going against my husband by completing the application because he needed to send it to his director for approval. Rick said he was busy and had a busy calendar. He felt I was a fit for the program and wanted to know how serious I was. He said the director may or may not approve me, so this was just the first step.

What’s the best way to disengage and potentially lose a prospective student? We’re not sure, but pushing them to do something when they’ve said NO is certainly one method. Intimidating or misleading students to encourage prompt enrollment before they’re ready helps no one. We here at Nn know that most representatives do their best to make sure students are comfortable before moving ahead in the process. If you’d like to know how your team talks to visitors about applying, give us a call or shoot us a message. We’d be happy to see you on the trail!

How do you encourage a visitor to apply or enroll? What tactics do you use to make the process exciting and easy for everyone involved? Do you know about our new Admission Training Program? Let us know on our Facebook!

The post August Tales from the Trail: We’re Not Ready to Enroll! appeared first on Norton Norris.

When an interested person calls, are representatives prioritizing them just as they would with a student at the campus? Prospective students who’ve taken the time to call in will form lasting impressions based on the conversations they have and treatment they receive. Unprofessional conduct can have an immediate negative impact that reflects poorly on the whole school. Is your ideal institute of higher learning also a place where yelling is considered an acceptable means of student communication?

While she was on the phone with me, a student showed up at her door. Rather than place me on hold, she started shouting to him and into the phone, “Jerry! Jerry! Wait right there!”

Not all interested prospective students are able to make the trip to a campus right away. Some may prefer not to visit until they know more. The same information should be given to students who call with questions as those who attend on-campus interviews. On that note, representatives should take all student communications seriously and never imply that the student is ‘not serious enough’ about school to come to the campus.

I told Fred that I wasn’t feeling well enough to come in but wanted to research schools in my spare time. He told me, “I don’t know if this school will be the right fit for you. If you can’t come in for an appointment, how do I know you will make time to come in for classes?” He then refused to answer my next two questions about the program and hung up on me.

Since many students don’t answer their phones, admissions representatives have started embracing texting their potential students. Since 58% of teens with smartphones rely mostly on texting to communicate, it seems like a good idea to have your admissions representatives reach out to these students via text. However, using emoji or emoticons can be tricky in business communication. Opinions may differ, but we can all agree that texts from an unknown number can be quite unexpected if the sender doesn’t identify themselves. Add emoticons or emoji to the mix and things can get really weird. Greetings that otherwise would be innocent can be interpreted as creepy at worst (and unprofessional at best) if a representative misses the mark.

After I completed my assessment, I went to the lobby and told the receptionist that I was ready to meet up with Ted again. After waiting 20 minutes, the receptionist told me that Ted had gone to lunch and offered me a meeting with him the next day. I said that was fine. When I got into my car, my phone vibrated. I got a text from Ted that said only, “What’s up, Sally ;).”

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 Ilana texted me to ask, “Did you show the info to your uncle? :)”

We always encourage representatives to provide their business cards with contact details. If there’s a question later, how would a prospective student reach you? That direct contact info is important. We’ve faced some awkward situations with representatives who perhaps ran out of business cards and took matters into their own hands, so to speak…

I did not receive a business card, but James added his number directly into my smartphone.

Have you sent a text or left a voicemail for a student that you regret? A funny text exchange you’d like to share? Let us know on our Facebook!

The post April Tales from the Trail: Fun with Smartphones appeared first on Norton Norris.

Without a doubt, that sentiment by Ms. Mead is one of my core beliefs and on June 8^th, I had the privilege of bringing together a group of committed higher ed professionals at the inaugural Symposium for Career Education Admission Professionals.  The event brought together high school counselors and professionals working in and for career colleges and community colleges to understand the similarities and differences each share in serving students.  In many cases, this includes advising underserved, first-generation, and/or at-risk student populations who are not looking to take a traditional route when it comes to their post-secondary education.

The Symposium lent itself to the discovery of a number of ideas to help the college admission professional move forward, with a goal of determining how these somewhat unlikely partners can work together to provide meaningful guidance for students interested in alternate paths to higher education.   Three main ideas/takeaways surfaced during the workshop related to development of the career education admission professional.  These takeaways include:

• Credentialing – A common idea/request from the group centered on the credentialing of college admission professionals by offering badging to demonstrate achievement of specific competencies related to the position. For example, a digital badge to verify Admission Advisors’ skills.
• Member Organization – As the landscape in higher education continues to evolve, both presenters and attendees agreed that joining a member organization would help college admission professionals stay abreast of important regulations impacting the profession and open the door to participate in professional development opportunities.
• Education of HS Counseling Professionals – Participants and attendees felt it important to keep exploring ways to expand partnerships with high school counselors to help bridge the gap between high school graduation and preparation for the next step of a student’s education and career. The consensus was that there needs to be continued education and partnership with high school counselors for all groups.

My experience at the Symposium confirmed one of my long held beliefs…admission professionals and high school counselors are united in a main goal – helping students.  Keeping our students at the forefront is a must for all of us.  It is our mission to ensure that the through the insights and ideas shared at the Symposium we can collectively reach more students to make a difference in more lives.

Why not get started with your professional development this summer?! Join us for an EnrollMatch Admissions Training Workshop in Chicago, August 3-5! The workshop will offer tools and techniques for enhancing your relationships with your students as well as helping them find the right college/program fit!  Contact us for more information at (312) 262-7418.  Space is limited so click here to register, today!

The post Revelations and Future Paths: A Peek into the Symposium for Career Education Admission Professionals appeared first on Norton Norris.