In March I wrote a post about the value of first impressions. That post was inspired by the different marketing and promotional approaches of colleges and universities at a local college fair I attended with my daughter. Fast forward four months and some of the booths that grabbed our attention that day were visited recently.
Since I tend to view many things with a marketer’s eye, the college tour experience was viewed with the same scrutiny I applied to the college fair in March. It’s safe to say that some excelled and others failed miserably. After visiting/looking at 7 schools in 3 states, here’s what stood out:
- Photo editing is a marketer’s best friend. One school that looked great on the web and in their brochures was the exact opposite in person. Situated in a very poor part of town, there was no dedicated campus and the buildings were quite run-down in person. This is exactly why you must visit schools and not believe everything you see in a marketing brochure.
- Hospitality goes a long way. Most schools offered visitors something to drink (bottled water, coffee, tea). Some even offered cookies. One offered nothing and pointed to vending machines in the lobby. You certainly wouldn’t apply to a school based on whether or not the Admissions Department offered cookies. But, which experience leaves a better taste in your mouth (pun intended)?
- Personalization makes a great impression. Most schools followed-up on our visits with a “canned” thank you note and additional marketing materials. Thank you notes are important, but they need to be authentic. We received a hand-written thank you note from the student tour guide at one of the schools (in addition to one from admissions). That simple gesture made a great and lasting impression!
- You need to walk the walk. If you’re going to tout how state-of-the-art your campus is when it comes to technology, then your admissions presentation should reflect that. A simple PowerPoint isn’t going to cut it. The schools that invested in a higher quality multimedia presentation reinforced their claim of incorporating cutting edge technology.
- Finding common ground. A few of the schools had large groups of students/parents for the campus tour. Most simply split the groups randomly. However, one university split the groups by the prospective students’ potential major/school. Additionally, they matched that group with a student tour guide from that same school. Rather than having a theater major attempting to answer questions about a business major, you had a business major answering questions from prospective business school students.
- Kids like swag. Just like point #2 above, whether or not you receive a coffee mug or t-shirt from the school should have no bearing on whether or not you choose to apply to that school. But, kids like free stuff! The schools which made a small investment in a promotional budget sent visiting students home with a positive impression (and created a walking advertisement in the process).
The above marketing observations are certainly not limited to higher education. These same examples and principles apply to small businesses too. Think about the impression your action (or inaction) is leaving on customers and potential customers. Quite often, just a simple shift can make a big difference!