"There's that place just down the road and I could do take out for even greater convenience...."
Unless the restaurant has something on the menu that no one else has, or has the best something that you crave, oris the only place in town, you are heading for the exit. What are this place's priorities? Not the paying customer.
As I and the team walked in across the hot asphalt, I wondered how many potential students had similar thoughts about this college and other schools like it, decided to head for the exit and purchase their education somewhere else. Our studies indicate at least 12 percent might just book. Now, 12 percent isn't a big number. But 12 percent of, say, 300 students is 36 enrollments. At say $10,000 each...that's a mere $360,000. I mean what school could use an additional $360,000?
Oh, and those 36 students will tell another six each that they had a bad experience. Malthusian losses? But that's for another time. I am too tired from the long walk from the C lot right now.
Neal A. Raisman is a past college and university president, dean, and faculty member. Readers can find more of his insights at www.academicmaps.blogspot.com. He did research and field studies at colleges and universities that led to Embrace the Oxymoron: Customer Service in Higher Education. He can be reached at nealr@greatservicematters.com.