On Friday, we had 14 prospective student visitors in our office. That's a lot for us in a day -- each one requiring our visit coordinator to set up a tour guide, individual appointment with faculty in their major, a meeting with the coach if the student is a possible athlete and time with an admissions counselor. With 14 in one day, it involves a lot of juggling and logistics.
About 2pm, a family walked in with a student and her friend -- and no appointment. They were in town and happened upon our campus and thought they would stop in. Within 10 minutes, Viv had rounded up a tour guide and while they were seeing campus she set up appointments with a faculty member, someone from athletics and admissions. She made it all look effortless to the family, but it involved some scheduling heroics.
And it also represented a true sense of our campus to those students. Even though it was late on a Friday afternoon and they dropped in unannounced, we made them feel special. We learned their needs and met them. We were genuinely glad that they stopped in.
Not that I would wish more walk ins on our visit coordinator, but it is a great way for a family to peek behind the curtain and see what an organization is really like.
How can you create an out-of-the-norm situation to test the mettle of a decision that is important to you? How would your service measure up in a similar situation?
Anyone can put on a show. The real authenticity shines when you need something outside of the script.
-- beth triplett
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