New and Improved

Hi everyone!

Just a quick note to say that we're currently putting together a master plan to relaunch the CHEC blog. I've got some ideas but If any of you have comments, suggestions, etc as to how we can best use this blog as a resource for all Christian Higher Ed Recruiters e-mail me personally.

In the meantime keep checking back (no pun intended) as we'll be up and running again in not too long. I hope you all had a great break and are looking forward to a great winter season.

See you on the road!

Tim

Maternity leave position posted for Columbia Bible College

Admissions Counsellor
The Admissions Counsellor is a full-time position, one of our frontline positions focused on helping the College to present the CBC option to prospective students and their families, create a cohort of interested students, assist applicants through the admissions cycle, and provide input on the Orientation team.
See the job description for more details at http://www.columbiabc.edu/facultystaff/employment.html
Agreement with CBC’s mission statement, Responsibilities of Community Membership and Confession of Faith is essential.Please note that this is a one year maternity leave coverage. Please forward resume by November 1, 2007 to:
melanie.olfert@columbiabc.edu or mail to:
Director of Admissions
Columbia Bible College
2940 Clearbrook Rd.
Abbotsford, BC V2T 2Z8
Fax: (604) 853-3063

New Program Coordinator

An Announcement from Al Hiebert, PhD, CHEC Executive Director:

The Enrolment Marketing Facilitation Team (EMFT) of Christian Higher Education Canada (CHEC) is pleased to announce that Julie Scott has accepted appointment as the Program Coordinator, starting July 16, 2007, for the term of Dayna Chu's maternity leave.

Julie's involvement in Christian Higher Education began at Tyndale University College, where she graduated in 2002 with a Bachelor of Religious Studies, Humanities & Social Sciences; soon after that she began her career in admissions at Tyndale University College. Julie comes to this position with experience as a Christian College and University Fairs (CCUFairs) participant, leadership team member, and seminar presenter over the course of the past 5 years. She recently completed her Bachelor of Arts, Honours History, at the University of Waterloo.

Julie's role will include promotion, coordination, and leadership of the 2007 CCUFairs, as well as facilitation of the marketing, promotion, and planning of the 2008 CCUFairs.

For inquiries while we are in this transition time, please continue to contact Dayna at her office number in Calgary: 403-313-2486 or email ccufairs[at]checanada.ca.

Please join me in congratulating Julie on the appointment of her new role; she can be reached by email at scottjul[at]gmail.com

Who told you about us again?

Let's say my chiropractor is amazing (which he is, by the way) and so I tell everyone about him. Say one of those friends that I tell decides to go based on my recommendation. They make an appointment, it comes and in they go. When they get to the counter, one of the questions they're asked is "how did you find out about our office?" That friend then answers, "My good friend Stacey is one of your patients and she said I should come in and visit," or something of the sort. The receptionist makes a note on my file and the next time I go for an adjustment, I get it for free just because I referred that friend. Fun, huh!?

Or let's say that you've got an insurance company that gave you a great deal on your new home insurance policy (perhaps a little more far hypothetical) and you tell your friends about it. One of your friends decides to purchase a policy through the same company and gives your name when asked who refers them. Shortly after, you receive a gift certificate for two at some nice hotel with a nice little note thanking you for sending customers their way.

What I'm talking about, if you haven't guessed, is referral incentives. All sorts of companies use them to manufacture "buzz" around whatever they're promoting, to further motivate satisfied customers to spread the word.

Is there room for doing the same thing in marketing higher education?

We all hope that our alumni are satisfied customers and are referring potential students our way. We hope that our current students are encouraging their friends to join them.

What do you do to further motivate your satisfied customers to spread the word about your institution? Do you use any type of referral incentives?

At ABC, we're working on it. We haven't done much in the past but would like to encourage our alumni and current students to continue doing what they do and raise the bar a little bit by providing some positive reinforcement.

Any ideas?

Oh, and if you're in Calgary and looking for a good chiropractor, I know one. I'd be happy to pass on his name to you!

YC 2007 Slideshow

16,000 attendees... 12 CHEC member institutions... Good times!

HIRING: Program Coordinator

The Enrolment/Marketing Facilitation Team of Christian Higher Education Canada is still accepting applications for the Program Coordinator position.

Hours worked per week varies

The main duties are to execute the administrative work associated with the EMFT, including the promotion and execution of the Christian College and University Fairs and other duties as outlined in this document. Applications will be accepted until a suitable candidate is hired. Please send cover letter and resume to nstemmler@checanada.ca. Electronic applications only.

Nova Scotia Graduate Intentions Survey (2006)

Hey, here's an interesting survey I came across from Nova Scotia. One tidbit:

"...students who planned to attend a private career college were the group with the highest proportion of students planning to leave Nova Scotia." (p.6, 2006 High School Graduate Intentions Survey Report)

Check it out for more interesting findings.

~D

Sneak Peek

Here you go folks: the 2007 CCUFairs "look"... created in cooperation with the CCUFairs Advisory Team.

The club card (watch for these at YC Edmonton, I will be distributing them to CHEC member institutions that are participating on the fairs)... this is the front and back of one card. They won't have a white border, they are regular business card size, and they intentionally do not include the year on them as we will use them throughout the year and into next.






The Displays (to be revealed at YC Edmonton as well... generously sponsored through partnership with Zibit Displays www.zibit.com)

The brochure, poster, and website will all have very tight branding with this look as well. The website updates are expected to be complete before June 1 (in coordination with the promo that will happen at YC Edmonton... this will be pushing traffic to the site).




I am very excited about some of our partnerships that are on board as well; I look forward to announcing them as they become official.

Pacebook...

Pacebook... as in pace yourself... anybody addicted to the networking phenomenon that is "Facebook"? Have you been using it as a recruitment tool? How?

"Facebook is a social utility that connects you with the people around you." Simple enough. How can you be more effective at connecting with those around you, as it relates to your job as a recruiter? Create events and invite prospects? Where is the line on invasion of privacy?

Just some thoughts. While you're perusing, add me as your friend :)

~Dayna

macleans.ca/education

Canada's first online portal for complete coverage of universities and colleges: macleans.ca/universities

    TORONTO, May 2 /CNW/ - Canada's most comprehensive online destination
site for current and potential post-secondary students has finally arrived.
Announcing the launch of macleans.ca/university, the first website in Canada
to offer continuously updated higher education news, from campuses across the
country. Already recognized for its expertise in the coverage of universities
and education, Maclean's has extended that same reputation in this latest
online presence - with the up-to-the-minute analysis, interactivity and
points-of-view today's digital consumers are looking for. It's an essential
resource for students and recent graduates looking to make educational
decisions... more

How do we make this happen for Christian Higher Education in Canada? It's about time isn't it?

How Not to Enhance Your Selling Features...

CCUFairs: Biggest Tour Ever!

The Montreal & Maritimes leg of the fairs is a go! We currently have 14 members committed, and a couple of “maybes” yet.

The CCUFairs will cover 2,500 kms on the western fairs (Winnipeg to Victoria), over 1,000 kms in Ontario, and over 1,500 kms in eastern Canada... 5,000 kms of Canada!

With that good news, if you are still considering adding any leg of the fairs, and have already paid for at least one portion, we have extended the late application fee to June 1 (for additional legs only). If your total fees are paid by June 1, you don’t need to pay the late fee for any fairs that you decide to add.

We have some awesome regional representation to promote the CCUFairs this year! On my next update, I will send a list of your regional reps, so that if you have key contacts or ideas for their regions you can touch base with them.

Until next time, bundle up if you’re out east and turn on the air conditioner if you’re out west! And GO FLAMES GO (no matter where you are) ;o)

Blessings,

Dayna

3 Books and a Podcast Worth Your Investment

• Five Dysfunctions of a Team

• What Got You Here Won't Get You There

• The Now Habit (I haven't read this one... yet...) ;)

• Manager-Tools Podcast

SuperSize Me!

Adding Value... How are you "Super Sizing" your recruitment strategies? Are you giving compelling reasons for why influencers should allow you time (or more time) to promote your institution/programs to their students?

I was at Staples today and picked up a free magazine called "Canada's SOHO Business Magazine" Not only is it a great magazine, but I also found out about Staples free "how-to" seminars in partnership with BizLaunch.ca...

So use this idea to spin off some value added services to your prospective students and their influencers... but also check out some of these free seminars! Who wouldn't benefit from a little more advice on branding, hiring, how to get free publicity, etc?

I know what you're thinking... "my high school retreat weekend adds value to students and influencers!" And you're right. But think outside the box a bit more. Check out what Prairie is offering their influencers (heck, go right on ahead and register while you're at it!). Look at this event at Prov. Can you see some potential for connection to recruitment?

This may be as easy as having intentional recruitment involvement in events that are already happening (i.e. alumni events, grad dessert table, discounts on continuing ed courses for your "VIP influencers," sponsoring a youth ministry training event that is being hosted by another organization)... or it may require some creative work and/or proposals on your part.

I know you're out there, my google analytics tells me we average over 30 visits per week... any innovative ideas on "super sizing" your recruitment/enrolment efforts?

Chicken Poop for the Soul

CBC interviews the editor and publisher of Winnipeg based Christian magazine Geez...


Self description from their home page: "Geez Magazine has set up camp in the outback of the spiritual commons. A bustling spot for the over-churched, out-churched, un-churched and maybe even the un-churchable. For wannabe contemplatives, front-line world-changers and restless cranks."

Looks irreverently fun... does anybody already subscribe? Maybe I can get them to throw in some copies for this year's rep "SWAG BAGS" on the fairs!

YC Hotel

If you're still looking for a hotel for YC in Edmonton, the Crowne Plaza Chateau Lacombe is a decent hotel and has some good rates; you don't even need to be in the YC 'block'... Especially if you have an "entertainment book card," I just got a double for $90 (any girls out there want to share?).

It's less than 10 mins from YC.











I think last year at that time, we were watching the Oilers in the playoffs... can't say we'll be doing the same this year! But keep your ear to the ground for a brunch or post-concert get-together. Wow, YC is going to be my last event (sigh!)...

Hope to see you there!

Dayna

Spring 2007 Articles

Click for Options 2007 articles on Christian Higher Education:


Of special interest: CHEC Chair, Justin Cooper, shares some information about future plans.

Join the Team...

Looking for a new adventure in Christian Higher Education?

The Enrolment/Marketing Facilitation Team (EMFT) is hiring a new Program Coordinator: ¾ time (hours worked per week varies seasonally) for a 1 year maternity leave contract (my current position).

The main duties are to execute the administrative work associated with the EMFT, including the promotion and execution of the Christian College and University Fairs and other duties as outlined in this document. Application deadline: May 10, 2007. Please send cover letter and resume to nstemmler[at]checanada.ca. Electronic applications only.

Also available: the Regional PR Representative application (original email with further details was sent March 10), application deadline: April 13.

Don’t hesitate to contact me if you have any questions; inquiries and applications on all positions will remain confidential within the EMFT and limited to contact with references provided by applicants.

Blessings!
Dayna

Five ways to measure R.O.I.

How do you track whether what you're doing in your recruitment strategy is really "worth it"? Here are 5 ways to measure your Return on Investment (R.O.I.)

1. Make sure you have a way of getting reports on click throughs with any web-ads that you use (email me for your ccufairs inquiry form request stats).
2. Ask your new students how they heard about you (all the ways they heard about you) as well as what the key decision factor was.
3. Keep statistics on inquiry cards for events over the course of a few years; analyze the results and factors that may have caused increase/decrease.
4. When calculating value/cost of events, be sure to factor in things like
1. What is/was the key demographic? Is the majority of the population within your target?
2. How many hours is the exhibit area open? Is there a fresh crowd every day, or registered attendees that stay the same the whole time (and for that matter, which of those scenarios works best for you?)
3. How much face-to-face time do you have? Is there an opportunity to present to key prospects or influencers?
5. Code your advertising with a special "coupon" or "call to action" that helps you to track how contacts heard about you (sometimes they don't remember). For example, in a newspaper ad: offer a free latte at your cafe, a free magazine subscription offer, or a free book of some sort that you can send them.

What's one way you measure your R.O.I.?

sale...

I was in Staples yesterday and the rep that was helping me told me that they are being forced to clear out all of their "Staples brand" ink and laser cartridges because the manufacturers of the brand name printers won't agree to sell their units there if Staples competes with the supplies.

Anyway, the sales were pretty good; just an inside scoop, if you're interested in stocking up.

Dayna

Five Alive

"Five Alive" lists... bite sized lists that you can create your own action items, ideas, plans or proposals out of:

1. A few easy Google Hacks (personally I love the autofill for forms online).
2. Current read and where to find it cheap (click image):
3. Quote of the day: "There are no traffic jams along the extra mile." -Roger Staubach
4. Resource: Why participate in the eastern fairs this year? : Thousands of easterners are still heading west for school and work. Why not your school? If "it's not in the budget" is your response... can you afford not to?
   
5. schoolfinder.com... have you seen your profile there? There's a searchable database of programs and everything, check it out.

MishMash...

Do you use your personal luggage for your work travel? It's one thing for your clothing, but if your expensive luggage is filled with catalogues, getting trashed trip after trip when you're out recruiting, it may be a viable option to request a new budget line. There's some on sale at Canadian Tire right now; 3 piece set for $30 (click image):


Who's going to YC Alberta? What hotel are you staying at? I hope to have our print material with me to give those attending YC. We will likely have a get-together as well, maybe Sunday brunch? Stay tuned.

The King's University College is hiring a Financial Aid coordinator, if you're interested, contact Hilda for more information: hilda.buisman@kingsu.ca

Anyone looking for new displays this year? Let's see if we can coordinate some discounts if we all agree to use the same supplier. We have used Zibit in the past; I have heard that Displayco is good, but I was unable to negotiate a deal or sponsorship with them last year... This year I am using Studios Creative for the CCUFairs displays as part of their sponsorship last year, and I think they may do a group discount for a minimum order. Comment below or email me if you're interested and I will drum up some more details.

Don't forget about the looming deadline to apply to be a Regional PR Representative for this year's fairs (April 13). I anticipate it being a very strategic way to increase our attendance at the fairs this year. Email me for a job description/application.

Have a fabulous weekend, blog at ya later :)

Dayna

updates and upcoming...

Updates:

• Did you know...We're hiring!

1. officially: Regional PR Representatives for the CCUfairs
   
2. soon-to-be-officially: Maternity Leave position (job description available soon, please email me if you're interested... inquiries will remain confidential)
   
3. soon-to-be-officially: Fairs assistant/seminar presenter
   

Upcoming:

• Did you know... We're ready to hit the road! Four reasons why your colleagues say you should be participating in (or expanding your participation in) the CCUFairs:
  

1. “The CCUFairs has been our highest event-based inquiry generation source for the past 4 years. We make it a top priority in our recruitment strategy budget.”
2. “Last year, 7% of our incoming class came directly out of CCUFairs recruitment.”
3. “The CCU Fairs gives us access to locations and students that we normally would struggle to develop. Being a part of the fairs brings us instant credibility in these new situations.”
4. “In just 2 years on the Ontario fairs, we have seen our number of confirmed students from Ontario triple. What a great return on our investment!”
   

Check your inbox or email me for more information on the 2007 CCUFairs :: ccufairs@checanada.ca

1000 visits...

Congratulations,
"CHEC on this" blog...
on your 1000th visitor!

Helicoptor Idol...

Did anybody see American Idol tonight? It's the second time I've ever watched... but now I want to buy this one, just because of the clear example of helicopter parenting... this girl auditions in LA, and decides to sing a song that her mom and aunt "pressured her" into singing. She doesn't make it through. The mom gets up on stage and explains to the judges that it's her fault, and wants them to give her daughter another chance. Simon loses it and freaks out...

What does "helicopter parenting" come down for us as recruiters? How do you find the balance between "beat 'em" and "join 'em"? How do your actions then filter down to the student life department (if you decide to "join 'em")... would resisting the helicopter parents be the encouragement that sends them elsewhere?

I'd love to hear your solutions, thoughts, and feelings on this issue. Let me know if you're interested in resources for further pro D on this topic (helicopter parenting people, not American Idol :) )...

Strategy...

Does your recruitment strategy depend too heavily on prospects driving to your institution and begging for an application?

Enrolment Trends in Canada

Check out this article on enrolment trends in Canadian elementary and secondary schools... for more specific stats, scroll down to the footnotes in the article for references cited from Stats Canada.

Violators Will Be Prosecuted...

First impressions... how does your campus measure up?

One of my goals for this year is to connect with as many of our member institutions on their campus as possible. While I am not able to promote/recommend specific institutions or institution types, I still represent you as the program coordinator for the Enrolment Marketing Facilitation Team (EMFT) of Christian Higher Education Canada (CHEC).

Thank you to those of you who have already hosted me and toured me around your amazing facilities! I have seen Vanguard, Concordia, The Kings, Taylor, Columbia, Pacific Life, Summit Pacific, Heritage, Emmanuel, Tyndale, Redeemer, Providence... and was already quite familiar with Trinity Western, Christ for the Nations, Rocky Mountain, and Alliance/Nazarene. I look forward to being at Booth, Steinbach, and Canadian Mennonite University this coming week.

So, without naming any names... I did gather a few first impressions at some of the campuses I was on... especially when taking on the perspective of a prospective student/parent. Have you wandered around your campus lately, looking with "fresh eyes?" Maybe it's time for another walk-about... or bring a friend or relative along that is not familiar with your campus and ask for their feedback. Here are 5 things to watch for:

1. Tidiness: Do you have a student council member that is responsible for general clean up of the lounge areas? How are they kept accountable to the effectiveness of their job?
2. Signage: How difficult is it to get to the admissions/recruitment area? You may not be able to have your office moved to the front corner window office... but you should have effective directional signage.
3. Property maintenance and outer signage: Believe it or not, 3 campuses that I was on had some version of signage (as the FIRST thing you see) stating, "Private Property," "Private Parking, Violators will be towed," or "Violators will be Prosecuted"... that's not the grande welcome that you may be going for. Are there other ways you can enforce parking expectations? Offer parking passes? Email a printable visitors pass for those that have appointments? Have a custom chloroplast sign with a velcro attachable custom visitor name sign? Regarding property maintenance, a few of the sites I was at had beautifully sculptured gardens and landscapes upon entry... an amazing first impression! A few were PILED with snow, charged a substantial amount for parking, and/or had a dozen or more of the closest parking places reserved for staff and faculty (no visitor spots).
4. Umbrella/mittens: Okay, this is likely going above and beyond the call of duty... but if you have several buildings on your campus with no covered walks between them, consider having several small umbrellas available, or a large golf umbrella, for visitors that come unprepared for inclement weather. If the cold is more of an issue, how about "guest mittens?" If you have some spare change in the promo/give away budget, have them customized with your logo. Give them to the guest to keep. If you don't have spare change, you can literally do this for $1/umbrella and $1/pair of mittens from Dollarama... then reuse!
5. Lastly, what can you send your visitor home with? Find something you can spare to give them as a good gesture. This will vary drastically from budget to budget, but here are a few ideas:
1. essential: have an info package from your institution prepared for them, and at the end of their visit, have them complete some form of questionnaire for you regarding how they know about you, their impressions, their level of interest, etc.
2. low cost gift: cafe coupon, a city info magazine (free from your local tourism branch)
   
3. medium cost gift: branded mug, t-shirt, calendar
   
4. high cost gift (very strong prospect): branded merchandise/campus book store gift certificate, travel/accommodation reimbursement, local "tourist attraction" passes
5. follow up: Have some institutionally branded postcards ready to send them shortly after their visit. Hand-write a quick personal note thanking them for their visit, and be sure to include your contact information again. If you don't have the means to have branded postcards printed, pick up some cityscape postcards from your local dollar store (be sure to add your logo to your return address)
   

You may feel like you are helpless with a lack of resources for impressing your prospects, but all you really need is a little time and creativity to take every opportunity to make your guests' first impression a positive and lasting one.

Share your ideas with us! How you do make a great impression on your guests?

Do the Never

contributor: Dayna Chu

"Do the Never" by Seth Godin

Here’s a neat way to invent a new Purple Cow.
Figure out what the always is. Then do something else...
Toothpaste always comes in a squeezable tube.
Business travelers always use a travel agent.
Politicians always have their staff screen their calls.
Figure out what the always is, then do exactly the opposite.
Do the never.

Seat Sale

FYI,

WESTJET has a big seat sale on today...

NACCAP: Melanie Olfert to represent Canada Region

"As we enter a new era of NACCAP leadership, we are thrilled to have the participation of so many willing to serve as a representative of our membership. You have chosen a fine group of Enrollment Management, Recruitment & Counseling professionals from across the US & Canada to serve you. The newly elected officers will be meeting with the current NACCAP Board of Directors at the end of January to talk about transition and priorities as we endeavor to meet the needs of all of our constituents. Thank you for the confidence you have placed in all of us through this important affirmation and election process..." (more: click here...)

Melanie's Bio

"Melanie graduated from Columbia Bible College with a diploma in Caregiving and Counselling in 1997, and then received her B.A. in Social Sciences from Providence College in 1999. She was involved in many of the music programs during her time at Columbia, and was also a Resident Assistant in the dorms. Since graduation, she has been a Crisis Counsellor, Music Teacher, and Admissions Counsellor. She is now the Director of Admissions at Columbia, and also works with new applicants and inquiries from outside of Canada."

Please join me in congratulating Melanie on her new position.

Merry Christmas...

Contibutor: Dayna

Call me small town, but I don't think I've ever seen a real live true-blue science experiment with green gooey guck bubbling in a beaker, traveling through a tube to another ampule (the scientific word for the other bottle thingy...). Anyway, I got a fabulous tour from Mary N of The Kings University College campus on Monday, thanks Mary!

Thanks too to Tim B at Vanguard (wish I would have taken a picture of the 270* skyline view from that prayer room!), Karen Marshall from Concordia (after a busy morning with the counseller info brunch!) and Karen Manzer from Taylor.

I hope you all make it through exam week without catching any germs... I know the students' lack of proper sleeping and eating always makes for lower immunity around now... get out the antibacterial gel :) I hear Mary has a yummy concoction brewing at TKUC, maybe she'll share some...

Joy and I are doing some evaluation and planning over the next couple of days here at my office in Calgary, but I will be available if you'd like to contact me (email is the best way)... dchu@checanada.ca. If you have any additional thoughts or evaluation forms from the fairs, please email me or fax to 403-313-2488.

I will likely post a bit over the holidays, but just in case I don't, have a great Christmas!

Blessings,
Dayna

Code of Conduct?

Contributor: Dayna Chu

Does your institution have a code of conduct that applies to your students regardless of whether they are on campus or off? Have you had any backlash (or shall I say, "feedback") on the code of conduct requirements?

A recent news headline caught my attention due to the application of a "code of conduct" expectation in public Universities...

"The dean of the University of Alberta’s School of Business says he will be investigating to see if any students who participated in rowdy drunken event at Chateau Lake Louise this weekend violated the school’s student code of conduct...

..."But I tell you, this is something I find appalling, and I will be talking to the students involved. I will continue to reinforce the point that when they are out there, they are our ambassadors and what they do reflects on us, and this reflects very badly on us -- whether it was a sanctioned event or not,” he said.

..."If he finds out any of the U of A business students who attended the event did anything to violated the school’s student code of conduct, they will face the consequences, Percy vowed. “As you can see, I am not happy.”

..."In future, I'm going to tell our students that this is not the sort of event we want them attending."

Dr. Vern Jones, the acting dean of the University of Calgary business school, said he will also look into what his students did at the weekend event. "We're very concerned about this.... It's something that reflects badly on the school and the university," he said.

"[But] we had no connection to it -- this was something that students did on their own."

University of Calgary officials moved quickly to condemn the behaviour.

"We're very upset," said Vern Jones, interim dean of the business school. "We certainly don't condone this kind of event. It reflects badly upon the university and the school."

RCMP estimate 230 students and alumni from U of C's Haskayne School of Business, UBC, University of Lethbridge, University of Alberta, University of Regina and the University of Northern British Columbia gathered for the event, which was not sanctioned by the institutions.

Event organizers in Calgary told the Herald it was a private function, paid for by students who attended.

"We were not there representing our school in any way, shape or form," said Kevin Collins, a 22-year-old business student from the U of C. "There was no team U of C. This was a private event, like a snowboard party."

So this makes me wonder if your institutions address this to any degree.

This situation provides you with an example to provide students and prospects of a "code of conduct" being a part of public institutions as well as private... though likely on a different scale of expectations!

Best Recruiters...

Posted By: Dan Donkers (Summit Pacific)
Here's an unrelated question for my CHEC friends. The Christmas season is fast approaching, and many students will be returning to their homes, which these days are spread out all over the country. I've always believed (and been told many times) that students are our best recruitment tools. What are some ways/incentives to involve them in recruitment over the Christmas season?

Watch Your Language

Some of the posts recently about marketing masks and customer service have gotten me thinking about our language we use as admissions/recruiting workers in Christian Higher Ed and what the connection might be between using proper terms for what we do and communicating what we do to those around us in our schools.

My guess is for most of us we don't have an issue in using sales-related terms as we understand that we are not sacrificing the personal touch or the relational element of what we do when we talk this way. We obviously don't talk to our students using this language but my question is how do we communicate this to others in our schools who may not have the understanding of the language we use? How do we let our non-admissions colleagues know that when we talk about prospects, customers, and marketing; these terms can actually increase our effectiveness by sharpening our focus as opposed to turning us into telemarketers?

For me I start with trying to be clear what I mean by defining my terms in my own mind so I can communicate them if asked.

Prospect - A student in grade 11 or 12 who is considering my school.

Sales Process - The process I follow from my first contact with a prospect right to the time where they tell me they're either not interested or they apply.

Closing - The process of working with a prospect to make a final decision on whether to apply and then working with them to get their application and confirmation finished.

Account Managing - For me this is the maintenance that takes place with a student between the time he/she has confirmed they're coming to the time they walk in the door in September. It's easy to loose a "sale" still during that period if you're not careful.

Low Probability/High Probability - These are terms I use in thinking about the potential of closing a prospect. It goes without saying that you want to spend the majority of your time trying to find and close the high probability sales.

For me it was helpful to take these terms from my experience in the business world and find definitions for what I'm now doing in Admissions. It helped me clarify and focus on my tasks at hand and gave me some effective language for communicating what I do to others in my school and elsewhere.

So what do you think? What language do you use when talking about the sales aspect of admissions? Share your thoughts and experiences with trying to communicate with your non-admissions colleagues.

IS THE CUSTOMER (SERVICE) ALWAYS RIGHT?

by: Chris Rutledge
Emmanuel Bible College

After reading Dayna’s post on the Marketing Mask (great blog if you haven’t read it make sure that you do) It really started me thinking about customer service and how we as Christian Institutions are doing with our own customer service. As I think back on the Ontario Tour there were many examples of good and bad customer service. The Four Points Sheridan in London had amazing customer service. They treated us to something that we had never had before nor were we expecting it. (I'll definetly stay there again) The Crowne Plaze in Ottawa (as Dayna mentioned) had terrible customer service (it would be nice to have rooms when you check into a hotel). The East Side Mario’s in Stouffville had TERRIBLE customer service (if you don’t believe me ask Joy, Dennis, Tim, or Wib, I don’t want to be picky but most Chicken Teterazzini dishes that I have had COMES WITH CHICKEN). Wib the amazing bus driver had Mad Customer Service Skills (that is a good thing in case you didn’t understand the “mad” part) He always went above and beyond what we expect of him.

But what does customer service mean to us as we look at out institutions. I always find myself trending in dangerous waters as I address our students as customers. First off let me explain my thinking I believe that since a student pays a fee and expects a service in return, this makes them a customer. (Check it out in the Big Webster’s Dictionary) I have been confronted on this ideology a few times and hear the same response over and over and over (and over) again. (The follow needs to be said in a whining type of voice to make it more effective) “Referring to the students as a customer, removes the personal relationship aspect of the institution, the students are not our customers they are our friends” Well it’s time to hear the radio in the morning, if this is how you treat your friends then please call me a customer!

Somewhere along the line we decided that it was OK to not give our students stellar service. We somehow feel that since the student is a Christian (you can not always assume this) that they will give us grace and understanding in return for our lack of service. Friends, this can not be, we must try harder to make our students feel valuable to us. We must stop thinking that the students are there for us, when if it wasn’t for the students we would be out supersizing a lot of meal deals (I am joking of course) The students are the most important aspect of any Christian institution, so we must start making them feel that way. We can not continue to give the students the bare minimum in service. People want to feel like they are important and that they have value.

I am currently publishing a customer service manual for our institution and hopefully will have it done by the new year. I will be posting different sections on this blog to get your feedback and hopefully start making you and your institution think about the service that you provide for your customers (I dare you to go around and use the word customer in front of other staff and faculty and get their reaction)

Here are some questions to get you started in your thinking. 1. Where does your institution lack when it comes to customer service? 2. Are you giving your students great service or only what it takes to get by? 3. What does you institution do well in regard to customer service? (Feel free to share some ideas and experiences on this blog)

Stay Tuned for the Following Blogs

Inexpensive Ways To Provide Amazing Customer Service

Outstanding Customer Service In One Minute

Top Five Customer Service Errors (and their solutions) in Christian Education