No respose
How do you deal with an outbound call that you have tried calling at different times on multiple days but never get a response? The ones that really drive me nuts are when we get a voice mail or online inquiry and then when I try to contact them back they never respond.
Marvin,
This can be frustrating indeed. It sounds like you're doing your best to vary your approaches to reach out to your students. Brainstorming additional ideas is a great place to start.
Shannon Gormley
Hi Marvin,
It's extremely frustrating when that happens. If the different call times still fail, I'll try to call from a different number, sometimes I get them to answer because they don't know the number. I've also emailed and sent them physical mail if I had an actual address. Usually one of them triggers a response.
Good Luck!
Jennifer, this is a great point. It looks like you try to connect with the student in various ways in hopes to reach them. All students are unique and so it's important to find the way that they like to communicate. This is just another way to build rapport with them too.
Dr. Jean Norris
I have several issues with phones not in working order after they have just called us. Or phones not accepting messages. "Mailbox full". I make a note and keep my log in case they call again I will let them know of my attempt
Diane, sure that's a good idea. You can also try to contact them using an alternative method like email.
Dr. Jean Norris
I can understand that some people have a crazy schedule..however I continue to call and I can leave a message I give the prospect an alternative way to contact for example via email...otherwise I note the date and message in my call log for that person.
I try to make at least 3 calls within a month of receiving an internet inquiry before going to a the next contact method , then I will email giving 1-2 weeks for a respons, then I might send a snail mail and wait a couple of more weeks. If there has been some contact from prospect I will start the call process again. After the 5 plus attempts I will put the prospect into an inactive status from which I can always re-activate.
It takes some patience, but trying multiple methods can help reach a few more students each month. Gary how has mixing it up helped your responses?
I have had these perspectives as well. It's the nature of the business. I call them 6 times and then send a fall off letter. At the 3 month mark I make another attempt, again at the 6 month and 9 month mark. At 1 year I send a final letter. Some just never respond.
You never know when someone may decide that now is the time to take the next step. Have you tried varying your methods of communication Samantha? How does that impact your contact rate?
it is true that the no response call is pretty frustrating. It is particularly sad when I call and the person who answers says there is no one by that name at that number. I resort to emails to follow up with.
If I get the "mail box is full" message I follow up with an email and try texting.
It looks like you're trying different methods to reach your prospective students. Depending on your source of the data, the response 'there is no one by that name at that number' could be true. Always remember that you are the first contact for your institution so keeping your messages positive will deliver a good first impression. How do you keep yourself positive even when you're not receiving a response?
When I can't reach someone I always leave a message. Sometimes someone can be very unaware of when you have contacted them before. So at times this is very frustrating to remind them of your contact which falls in as no response.
Always leaving a message is a great practice Priscilla because it provides the prospective student with the information they need to get back to you. Though the no response may be frustrating, think about what that person might be saying. It's possible they want to get their information a different way. How do you try to connect in other ways with the students who don't seem to want to talk via phone?
Dr. Jean Norris
Marvin, I agree with you. This response drives me bonkers as well. I also try to send an email after the first phone call. If that either does not get a response, I follow up with a text message. I actually get a lot of responses from people, who do not pick up the phone. You might also try online chat (setting up a time with the perspective student), if it is available to you or sending a blind appointment card to their address.
It looks like you are using a terrific variety of approaches that are working well for you. Keep up the great work, you never know what is going to appeal to the student!
Dr. Jean Norris
I have to say that I feel your pain. It blows my mind that someone would go through the process of filling out an online form to be contacted that gives options for a good time to call and then never answers the phone or returns a call when a message is left. I've gone as far as sending a text asking for a good time to call.
I am having a hard time with this as well. As a destination school, we do not have a lot of students who are in the area who a looking to come in on a tour.
We called and if I can I will leave a message on the first call if they do not answer along with an email. After that I will call several times and not leave a voice mail but I will leave an email. RARELY I get a call back and the email is a hit or miss. I have even gone to the point to look these students up on Facebook, and I tend to have some luck with that.
How many calls would you suggest that I should attempt to make to reach the student before moving forward?
Erin Winkler
Erin, I'm curious, when the student inquires information, do they have an option to list their preferred method of contact?
Elizabeth Wheeler
