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The Many Faces of a Success Coach

The Many Faces of a Success Coach

Being a success coach means that you often have to play many different roles with your students.  This post identifies some of the various roles a coach must play in order to help students achieve their educational objectives.

The Detective

Though I have yet to practice success coaching while dressed in a trench coat and fedora, the first and most crucial job a success coach has is as detective. Within the first few meetings, you must try to figure out what is the underlying boulder in the road that is blocking this student’s success. Is it primarily procrastination, family and/or personal issues, or a lack of motivation? Are they under-prepared for college material and rigor? Do they lack the maturity or experience to manage the new freedoms and responsibilities of college life? And yes, sometimes I have to do more than a little sleuthing. I’ve had to search for clues, interview witnesses, and wade through red herrings, but it is always a great victory when my colleagues and I finally solve the mystery and are then able to begin turning around a student’s college career.

The Mentor

This title, to me, always floats somewhere along the spectrum of “the parent/older sibling/friend who has been there.” Where you find yourself on that spectrum often depends on the personal chemistry between the student and yourself.  I’m in my 60s, so I don’t think many of my students view me as an older sibling, but I do try to tap into whatever version of the “mentor” relationship will work for this particular pairing of myself and another human being.

The Therapist

While most success coaches are not licensed therapists or counselors, there are times when students do not have the desire or money to see a professional, and sometimes the situation doesn’t require it. Sometimes, they just need someone with whom to talk over an issue, and a success coach can be a great sounding board. Is this student afraid of failure? Is this student afraid of success? Is this student struggling because she is constantly thinking of home, worrying that things might not be okay and she is no longer there to fix them? Is this student letting his social life keep him away from the things he needs to accomplish academically? Does this student simply have a professor with whom she doesn’t get along, and she doesn’t know how to get past that in order to still succeed in the class? Is he insecure about his abilities? Is she deeply, deeply homesick? Is he in love for the first time and in that moment where nothing else matters? There are so many things that can keep a student from achieving, and as success coaches, our job is to figure out why. And obviously, in situations in which a student truly should see a professional psychologist or psychiatrist, we steer them towards those resources.

The Trail Guide

Think of this as your ability to give students practical knowledge with which they can more easily navigate the terrain. Some students can write a 20 page paper without breaking a sweat, but ask them to fill out a form and return it to the Dean’s office and they look at you like you’ve asked them to perform open heart surgery. How do they drop or add a class? When and how is it appropriate to contact a professor? What are office hours? Which building, which office, which person do they need to speak to if they face a problem with tuition? What forms do they need to fill out in order to apply for another loan? And where do they deliver the paperwork once they’ve completed it? Remember, most students’ dreams of what college life will be like don’t include trips to the Bursar’s office, and for many, college is their first foray into the wonderful world of bureaucracy. Just wait until they discover how magical it is to navigate an automated telephone menu when calling the insurance company!

The Boxing Coach

Why a boxing coach and not a football coach? Or a tennis coach? There’s something intimate about the relationship between a boxer and his or her coach. That person, aside from training his athlete, aside from giving him tactical advice, is literally in his athlete’s corner. He helps him stay focused every time he comes back, pumps him up, and then sends him back out there to fight another round. And for some of these students, making it through college can be a fight. It can be a fight to stay motivated, and to master material they might have never thought they could even understand. It can be a fight to block out influences in their lives that are fighting just as hard to keep them from succeeding. The boxing coach is part cheerleader and part drill sergeant, and he knows when to offer his athlete a hug and when to make him “drop and give me twenty.”

The Polygraph Machine

To be a great success coach, you’ve got to have a pretty impeccable ability to tell truth from fiction. I know that my forty plus years in education in addition to being a mother helped me greatly in this department. By the time I became a success coach, I really had heard it all, and I watched students’ best attempts at getting things by me the way a lion must watch a gazelle trying to pass itself off as a tree. It was not their fault, for they did not know they were dealing with a lie detecting ninja. If you don’t feel like you possess this particular skill, stay informed. Call the professor. Talk to the coach. Trust but verify. But first: trust. Many of these students might be in the situation in which they find themselves in part because they have done things to lose trust- with parents, with teachers. Some of them have been treated like “the bad kid” and have put walls up to protect themselves. Their alarms go off at the first sniff of suspected judgment on the part of an authority figure, and it’s hard to regain trust after a student has already pegged you as just another one of those adults.

The Newspaper Editor

For some, what they really need is just someone for whom they must remain accountable. They’ve got the intelligence, they’ve even got the motivation even, but they are simply people who fare better with more structure. For these students, your main job is to be their newspaper editor. “Did you turn that paper in?” “Remember the deadline for that study abroad application!” “You said last time you were going to schedule a meeting with Professor X- what’s the status of that meeting?” Please feel free to wear suspenders and chomp on a fat cigar during these conversations.


Susan Marion is the Coordinator for Success Coaches at Tiffin University, in Tiffin, Ohio. She was instrumental in starting success coaching at the institution in 2007.  The program now has fifteen part-time success coaches and supports almost one hundred students who are at risk academically.



Using Data to Help Ensure Adult Student Success

Using Data to Help Ensure Adult Student Success

With nearly a quarter of students over the age of 30, the increase in adult learners on campus is perhaps the most significant shift in American higher education in quite some time. The thought that “non-traditional students”—students over the age of 24, enrolled part-time, and financing their own education—account for 38% of all campus enrollments is as exciting as it is challenging. When you consider that such percentages are only projected to increase in the coming years, institutions are rightly asking how they should adapt to the needs of this ever-increasing population.

What, then, do institutions need to keep in mind when building an adult learner retention strategy? The extent to which this can be answered is, of course, contingent on the institutional mandate, mission, and commitment to such an endeavor. While many universities are looking for ways to expand enrollment capacity, it is haphazard to simply develop a recruitment strategy without considering how this vastly different student population will be supported inside and outside the classroom. While each student will present a different set of challenges, institutions that have established a student-centric philosophy and have implemented adult friendly policies, practices, and solutions will set students up for success and not frustration.

In-depth personal contact, informed by data analytics, however can help alleviate many of the challenges that adult students face. Adult students face a myriad of competing priorities and constantly make adjustments to achieve a responsible work-life-school balance. An optimal student experience is created when an institution seeks to create informative, meaningful student-coach relationships.  Guiding students through policies, procedures, and timelines empowers the student to make responsible, focused decisions. Further, skilled coaches learn to not only listen, but also learn to proactively follow up, anticipate next steps, and offer further assistance.

If time management wasn’t stressful enough, adult students commit their family’s limited financial resources to achieving their degree. Unexpected setbacks, misadvising, or unexpected fees can have devastating financial and time-to-degree completion implications. It is in the university’s best interest to have a proactive, coordinated student retention communication plan to intervene and assist students, especially when personal finances are impacted. Having the ability to document conversations, archive messages, and analyze trends is key to helping the institution offer the absolute best in coaching quality while also ensuring that students avoid unnecessary delays and financial snares as they achieve their goals.

What, then, is the role of data? Adult students benefit most when a combination of high touch and high tech solutions work in tandem to create the optimum retention safety net. Understanding the factors that relate to student retention at your institution empowers coaches to act earlier and enable more meaningful conversations between coach and student.  Here are three effective ways to use data to help ensure adult student success.

Task and Document Tracking

Institutions should identify and track important tasks that students need to complete in order to matriculate.  The practice of tracking which documents are required, the actions needed to be taken and when they are completed helps coaches keep students on the right path.  A case management software tool can be configured to record these data points so that automated alerts and messages can be programmed to notify students about deadlines and required actions.

Task and document tracking can be a useful way for managers to keeps coaches on task as well. The case management tool can be used to generate reports illustrating things like the percentage of a coach’s case load that has scheduled for the next term, the number of students who have yet to file their FAFSA renewal, or a comparison of monthly student contact rates.

Attendance and Activity

Some of the most effective colleges and universities utilize their learning management system as a source of important data about student attendance and activity.  Both campus-based and online programs extract participation and activity information and make it available to coaches and advisors within the case management system.

This way coaches know if a student has been absent from class, has not been submitting assignments, or has not been logging enough activity in the online class.  By configuring the case management tool to automatically alert coaches when things have gone awry, the coach is able to intervene and help get students back on track academically before it is too late.

Retention Modeling

The ability to estimate a student’s probability of success allows for coaches to customize their approach when advising students and enhances the overall student experience at your institution.  Institutions can predict the likelihood of student challenges by building a predictive model which is derived from academic, financial and behavioral information.

By doing so, students who are at the greatest risk of attrition can be easily identified, monitored more closely and can be provided with more frequent outreach. Other resources such as tutoring, institutional financial aid and additional mentoring can also be directed towards those at risk students.

Simply put, a high touch-high tech experience that utilizes important information about student behavior creates the academic environment that today’s adult students desire. The Aviso Coaching software platform can help create such an environment and empower your teams to reach adult students.  To learn more about document tracking, retention modeling and how you can use the Aviso Coaching software to help improve student success at your institution, give us a call or email us to learn more.

Reentry: Maintaining Contact With Students Who Have Stopped Out

Reentry: Maintaining Contact With Students Who Have Stopped Out

Retaining and graduating students is the ultimate goal for any institution.  However, many times students have to leave an institution for one or more of a myriad of reasons. For some, life gets in the way and the student loses a job, has a child, or has to relocate.  Others stop out because of a gap in funding from employers or Title IV resources.  Sometimes, the student just needs a break from school.

Obviously, the ideal situation would be to provide proactive interventions which prevent students from leaving in the first place.  However, that is not always feasible and many institutions do not attempt to intervene until it is too late.  To help get the students back on track who have stopped; and to help improve institutional completion rates, cohort default rates, and overall student success institutions should consider a comprehensive communication strategy with the intent of re-enrolling them back to the college.  In other words, institutions should implement a reentry campaign.

Show That You Care

Students often leave an institution without notifying anyone as to why they had to discontinue their education, or when they might return.  Institutions are left to wonder what might be the reasons as to why the student is no longer enrolled: Was there a personal or life circumstance that got in the way?  Is the student attending another institution?  Was there something the institution could have done to help the student remain enrolled?

Institutions that really care about the outcomes of their students will be concerned with why students are leaving and how they can help students come back.  For example, surveys and scripted questions on what went wrong when they were at the institution, how the institution could improve the student experience, and what obstacles need to be overcome in order for the student to return could be themed messages in the re-entry process.  Colleges should demonstrate to students that they know the student left, that they care about the student and that they want to help the student re-enroll.

Hopes and Dreams

Often, a student that has stopped out still desires to earn a degree and needs to be reminded that there is still hope of achieving their educational objectives. Communications from the institution can help remind students about their initial goals and aspirations. Messages could also include information on the available student resources which may be utilized in order to overcome any ongoing concerns about returning to college.  Many times a phone call from a familiar voice or a postcard in the mail is all the student needs to reassess where they are at in their life and be reminded of where they would like to be.  A simple motivational message may be just enough to get a student back on track to achieving their educational goals and life dreams.

Dollars and Sense

Institutions spend thousands of dollars trying to recruit a new student.  The investment typically includes a multi-faceted communication strategy with colorful brochures, multiple phone calls and campus visits.  In addition, there are human resource expenses associated with the time required to perform these tasks. When students make the decision to stop taking classes, institutions must account for attrition and make up for lost tuition revenue by enrolling other students.  While institutions are always recruiting new students, it makes great sense to execute a re-entry campaign with students who have stopped out.

What we see in our practice is that colleges and universities who commit time and effort towards re-enrolling students who have stopped out of their program see great rewards.  That is because the majority of the time the conversion rates with interested re-entry students are higher than those with new prospective students.  This means that is less expensive to re-enroll a student who has stopped out than it is to enroll a new student.

Have a Communication Plan

Implementing a comprehensive communication plan and engaging with the stopped-out student can be a critical component to institutional success. Retention professionals should take a few pages out of the recruiters’ playbook by implementing a re-entry communication campaign which is well-designed and consists of print, email and telephone calls.  Messages should be spread out over the entire calendar year with key messages going out in anticipation of new enrollment terms, financial aid deadlines and the release of class schedules.  If an institution is committed to helping students re-enroll it needs to have a communication plan.

The Aviso Coaching software platform can help automate and track communications with students who have stopped out.  To learn more about the other features and tools available in the Aviso Coaching software and how you can help improve student success at your institution, give us a call or email us to learn more.

Success Coach Performance Management

Success Coach Performance Management

Persistence and student academic success has become one of the most important measures of institutional effectiveness in higher education.  Consequently, colleges and universities across the country are making investments in technology, support staff and learning resources to help improve student success.  Due to these additional investments and the high stakes nature of quality academic outcomes, institutions are also looking for ways in which they can ensure the effective performance of their student support professionals.

Luckily, there are a few simple ways in which administrators can manage the performance of Success Coaches and other student service professionals to make sure that student outreach is occurring and those employees are proactively attempting to ensure student success.  This post will describe the use of call lists, key performance indicators and accountability meetings as tools to manage Success Coach performance.

Identifying and prioritizing students who need an intervention is an effective way to help students succeed.  Through the use of a retention tool, managers can create focused call lists based on a variety of student behaviors.  For example, a call list may be generated based on student attendance, the current grade in a course or even those students who are not yet registered for the next semester.  By generating a focused call list the manager can identify the specific population of students the Success Coaches can use to prioritize their time and proactively reach out to individual students who are in most need of interventions.

Tracking student data and establishing Key Performance Indicators (KPIs) for Success Coaches is also a useful way to ensure student success.  KPIs are commonly used in recruitment activities as a way to track the success of a particular activity, such as converting applicants into enrollment students, but are used less often in retention activities.

KPIs for Success Coaches and other retention specialists relate to contact with students, student satisfaction, and persistence. For example, contact rate (the percentage of students with whom the Coach has had contact over a given time), the scheduled rate (percentage of students scheduled for a subsequent enrollment term), retention rate (year-to-year retention), and graduation rate (percentage of students who have graduated) are good measures of coach effectiveness. Other institutions measure student satisfaction to determine the level of student service being provided by Success Coaches.

Developing a culture of accountability is important in order to measure effectiveness and to meet organizational goals. Accountability meetings allow for managers to hold Success Coaches responsible for maintaining communication with their roster of students and for keeping their students on track.  Managers should first educate employees on the expectations for student outreach and then hold weekly accountability meetings with each Success Coach to ensure expectations for initial communication, follow up, and problem resolution are being met.  With the use of focus lists, key performance indicators and reports essential information can be collected to determine how well each Success Coach is maintaining relationships with students thereby allowing employees to take ownership and responsibility for their results.

The Aviso Coaching software platform can help track the proactive outreach and potential interventions necessary to help students succeed.  To learn more about the other features and tools available in the Aviso Coaching software and how you can help improve retention at your institution, give us a call or email us to learn more.

The Importance of Developing Rapport with Students

The Importance of Developing Rapport with Students

In today’s educational climate any tactic that can be used to help improve student success or increase retention should be considered by every institution.  It is even better when the approaches are not difficult to implement, do not take much time or do not cost a lot of money.  While many colleges are understaffed and underfunded and may not have the resources available to implement all of the retention best practices, one best practice that student services professionals should always consider is the importance of developing rapport with their students.

Developing rapport is an essential skill that a student service professional should embody.   Taking time to get to know your students and develop rapport are imperative steps during the first few interactions with the student in order to establish the relationship and trust needed for productive and effective interactions in the future. Students are more likely to open up and provide helpful information about themselves and their situation when feeling comfortable with you.

Establishing rapport begins with creating interest by developing a conversation and finding common ground with the student.  It may be that you share a favorite sports team, that you both like cats, or that you come from the same home town.  Regardless of the similarities and commonality, the first step is to find something that you have in common.

However, it is important to understand that the conversation is about the student, not about you. A student services professional cannot be selfish, in fact he must be able to listen intently and center the conversation on the student.  While it is sometimes necessary to share some information about yourself to identify that common ground, you should always keep the student and her needs as the focus of the discussion.

It is also important for your students to know that you sincerely care about their well-being and that you want them to succeed.  It’s important for you to be able to get to know them well enough so that you can come to understand their hopes and dreams, and for you to be able to convey to your students that you are there to help them achieve those goals.

Here are fifteen tips to help ensure successful rapport building with your students:

  1. Focus on the student
  2. Be positive throughout your conversation
  3. Demonstrate empathy and respect
  4. Actively listen and create a safe conversation for the student
  5. Be genuine and natural in your conversation
  6. Make sure to avoid judgment
  7. Make a connection to the student
  8. Be consistent and follow through
  9. Relate to the student
  10. Highlight strengths and interests
  11. Ask the student’s perspective
  12. Encourage open and honest discussions
  13. Empower the student and involve them on decisions
  14. Make sure to use appropriate questioning techniques in order to elicit the appropriate responses
  15. In person, use appropriate eye contact, body language and gestures

This simple task of building rapport can have a major impact in ensuring successful relationships with students. Advisors or Success Coaches can build rapport with the student, gain their trust and develop a true relationship which allows for enhanced student engagement.  The better the relationship with the student, the more likely the students will share the necessary information to help build strategies to overcome the obstacles that get in their way.  Allowing this advisor to student relationship to develop can help increase the chances for the student to be successful. Spending time building rapport, earning trust and developing relationships with students will help you and your institution to impact student retention.

The Aviso Coaching software platform can help track the important interactions between advisors and students and much, much more.  To learn more about the other features and tools available in the Aviso Coaching software and how you can help improve retention at your institution, give us a call or email us to learn more.

The Top Three Challenges Students Face

The Top Three Challenges Students Face

Many students begin their college quest with hopes and dreams of earning a degree and improving their situation at home, at work or life in general.  Often, after students begin their college experience they are faced with obstacles and challenges that can seem insurmountable.  For some students it just slows them down, for others it can stop them from achieving those hopes and dreams.  Regardless of the type of institution: public or private, big or small, two-year or four-year, we often hear about and witness the same issues from our current and prospective clients regarding challenges students are having to overcome.  This post identifies the top three challenges that students face.


Most students can’t write a personal check or dip into a savings account to pay for tuition, books and other educational expenses.  Many others also fret about how they are going to support themselves and their families while enrolled in higher education.  Since the majority of college students utilize student loans to pay educational expenses and help make ends meet, students are also faced with the reality of student loans and debt after graduation.

Consequently, almost all students struggle with determining how they are going to pay for college. It is a near universal phenomenon.  Students stress over how to pay for college now and how they are going to be able to afford paying off their loans in the future.  It is truly a big investment and a troubling dilemma that most students ask themselves: How do I pay for school and maintain my other obligations today so that my family and I can have a better life tomorrow?

Managing Commitments

Balancing work, school and family is another major challenge students face.  Many adult, community college, and online students must hold down jobs, attend school and take care of a family.   Even traditional college students have to manage part time jobs, internships and extracurricular activities like intercollegiate athletics that they have to juggle.  These responsibilities can be overwhelming for anyone, especially someone who has not attended college before or been out of school for many years.

All of these commitments can often lead to an overwhelmed student.  Many individuals find it hard to prioritize tasks, manage time effectively and ask for help when it is needed.  Therefore, it is safe to say that managing commitments is the second most frequent challenge faced by college students today.

Academic Preparedness

Many college students face the realization that their previous academic preparation was not at the level it needed to be in order to perform academically at the college level.  Perhaps the underprepared student may not have taken the appropriate college preparatory courses or have not taken academic courses for such a long period of time that the required information has not been retained.

This means that the underprepared student will likely require remedial courses in order to regain or attain a base level of academic competency.  In fact, this phenomenon of students requiring remedial education is a growing challenge at institutions across the country. Even the most selective colleges and universities have students that earned strong grades in high school but struggle to write a good paragraph, or solve an algebra equation.


These challenges can be extremely stressful for students and can often be the reasons that lead to student attrition.  As a student service professional, identifying and understanding these challenges students face is a key component to the job.  Helping students work their way through these obstacles can be both rewarding and difficult.

To help, we have created the Aviso Coaching software platform to track student challenges, document communications, identify interventions, collaborate with other institutional resources and easily make referrals. To learn more about the other features and tools available in the Aviso Coaching software and how you can help your students achieve their goals, give us a call or email us to learn more.

Case Management and Student Coaching

Case Management and Student Coaching

As the scrutiny from accrediting bodies, government agencies and taxpayers becomes more intense the pressure to increase persistence, student success and produce more career-ready graduates is being felt by institutions across the country. To meet these demands many institutions are turning to single point of contact model and some form of student coaching. This post describes the single point of contact model and contrasts case management and student coaching.

Single Point of Contact

After a student enrolls there are many issues, barriers and obstacles that could lead to student attrition. Student satisfaction with academic and career advising, affordability, child care issues, military deployment, faculty engagement, technology challenges and academic preparedness are just a few. A coach, advisor, or mentor can help students navigate the complex bureaucracy of higher education, and help learners sort out the difference between a bursar and the registrar.

In this single point of contact model the Case Manager or Coach serves as the relationship manager between the student and the institution. The primary role is to retain students and to help them matriculate toward graduation and a successful career. They do this by serving as a generalist that can answer the majority of the students’ questions and referring students to the correct resources for the questions they can’t answer.

Student Coaches and Case Managers are typically assigned a roster of students for whom they are responsible. They communicate with students in person, through telephone and digital communications and provide direction about registration, advising, financial aid, career services, and other important information.

Although the Coach or Case Manager is able to handle the majority of student challenges they do not work alone and should work closely with other retention staff. For example, a Student Accounts Representative could help with tuition payment plans, FAFSA renewals, and other financial affairs while a Tutor could help students master research writing. Other staff on the retention team could include individuals responsible for disability services, career services, and technical support.

The personality profile of a Student Coach or Case Manager is that of a “helper person.” Good Coaches love to help others. They have strong people skills; they are empathetic, strong communicators, who are good at developing personal relationships over the telephone. Some of the best Coaches hold degrees or have experience in the fields of counseling, social work, and education.

Case Management

In general, a case management coaching model is reactive and transactional. Case managers have large rosters of undergraduate students, typically several hundred to over a thousand students, and are usually found on community college and State-supported four-year campuses.

Because they have so many students to whom they serve they function much like air traffic controllers; speaking briefly with students, identifying challenges and guiding or routing students to the right department or resource all day long. Consequently, it is difficult for case managers to create long-lasting and close relationships with students.

Their workload is reactive to student challenges and transactional in nature as the case manager refers students to the appropriate institutional resource. This model leaves little time for student development but is better than giving the students the ‘run-around’, thus leading to higher levels of student satisfaction.

Student Coaching

Coaches on the other hand, are proactive and transformational. Coaches have smaller student rosters of one to two hundred (100-200) students and are able to develop more personal and meaningful relationships. They are usually found at private four-year institutions, in departments that serve high-risk students and in some online graduate programs.

Coaches reach out to students proactively and conduct weekly, bi-weekly or monthly meetings with students. They help students set goals, manage their time, and negotiate life challenges related to work and family, not just school. This frequent contact and the disclosure of life’s hopes, dreams, and problems lead to close personal relationships.

Often, this proactive outreach and more frequent contact leads to accelerated student development, higher levels of student satisfaction and greater levels of student success.

Usually, the choice between a Case Management or Student Coaching model is dictated by human resources, degree level and institutional philosophy. Most institutions can barely afford Case Managers while many would like to be able to provide a personal Coach for every student.

Give us a call at (567) 297-0070 or request information if you would like to learn more a single point of contact model, Case Management or Student Coaching. We can help you implement a new model for student success at your school.

The Cheers Effect in Online Student Services

The Cheers Effect in Online Student Services

It is easy for an online learner to feel all alone. Participation in threaded discussions occurs during a lunch break with the office door closed or at night after the kids go to bed. Interaction with faculty occurs mostly through email, over the phone or sometimes synchronously though a web tool. Sometimes in group assignments there are conference calls or occasional meetings if classmates are in the same town. Consequently, it is easy for online students to feel isolated, on their own, and left to fend for themselves.

So what tends to happen is that adult learners in general and online learners specifically, tend to find one person at the institution with whom they make a personal connection. They tell this person about their hopes, dreams and struggles. The student and the institutional representative come to know each other’s voice and call each other by their first name. So when the student needs assistance with financial aid or information on how to return a text book, the student calls the person that knows their name. Just like Norm at Cheers, students want to go where everyone knows their name.

We call this the “Cheers Effect”. Institutions that are good at providing online student services know just how to use this concept to make students feel wanted and connected to the institution, thereby increasing student satisfaction, persistence and ultimately student success.

During Recruitment

During the recruitment process, prospective students will disclose sensitive information about their personal finances, educational goals, and their personal hopes and dreams. A good Admissions Representative will seek to develop a strong personal connection by getting to know these things about their students so that they can help them make an educational choice that is best for each student. By assigning one individual to assist a student in the admissions and enrollment processes, institutions can create an environment where strong personal relationships can be fostered, trust can be built, and students can make the best educational decisions.

After Enrollment

After enrollment, online students often get attached to their advisor, coach or even a faculty mentor. Students will gravitate towards the individuals at the institution that answer the telephone and return email messages; the person that treats them with respect and helps them with both their life and academic challenges. Sometimes the person with whom the student connects works in a department like financial aid or registration and records. Hopefully, it happens a lot with Success Coaches and Academic Advisors as they are often assigned the responsibility of being the primary point of contact for online students.

Students want to be able to speak with someone at the institution that knows their unique situation so that they don’t have to tell several employees their sensitive personal histories. For example, if a student has recently gone through a divorce, lost a job or has a loved one with a terminal illness and they need to file a special circumstance financial aid application they would prefer not to share their emotional story with more than one person. Or, if a student has a learning disability and needs tutoring assistance or a special accommodation they would rather connect with the same advisor instead of telling someone new each time they need services.

Wise administrators understand the Cheers Effect and assign students a single point of contact. Online programs that are student centered know that it is easy for students to feel disconnected and work hard to make them feel wanted.

If you want to increase the level of student satisfaction at your institution take the time and make the effort to get to know your students. Get to know them well enough to greet them with a friendly “Norm!” the next time they call looking for help.

Give us a call at (567) 297-0070 or request information if you would like to learn more about the Cheers Effect or how to improve your online student services. We can help you make your students feel welcomed at your school.