Web
Inquiries
“Follow
up on web inquiries immediately. If a customer has taken the time to ask for
information, she is interested now! Within five minutes of contacting us, the web
inquiry’s interest is high, and your chances of successfully reaching her immediately
are also high. The secretary’s or manager’s number one objective is to get
her into the school for a tour. Never let a web inquiry wait for a call.”
Are
web inquiries contacted within five minutes and booked for a tour?
Track
the office staff and implement a system wherein web inquiries are booked for a
tour within five minutes.
Phone Inquiries
“Office staff must answer phone
calls immediately. When prospective parents call to ask about Challenger’s
programs, record their information, and answer their questions
thoroughly and cheerfully. Your number one objective is to get them into the
school for a tour.”
Track the office staff to ensure
they are answering phone calls immediately.
Are they booking for a tour? Track
the office staff to ensure they are booking tours immediately.
Walk-Ins
“Since the customer is already at
the school, invite them to take a tour. If they are reluctant, try to
convince them that it will only take a few minutes. What they see and learn on
the tour is the most valuable marketing tool we have. Schedule the tour for
another day only if they insist.”
Are walk-ins immediately taken for
a tour? How are walk-ins immediately accommodated? What is your procedure?
“[I] nformation should be entered (by
staff) on a daily basis into CSS through the “Maintain Inquiries” window.”
What is your process to ensure that
this is done?
“Headmasters are held accountable
by the Executive Region Director (ERD) to follow up on parent inquiries. They
will choose appropriate follow-up and closure responses based on the situation
and will keep inquiry information current.”
“Regular updating of all inquiry
information makes following up on the school level easier, and it makes
corporate-level marketing more accurate.”
What is your process of regular
updating?
Set SMART goals: specific,
measureable, attainable, realistic, and timely.
How will inquiries be handled? How
many will you and your staff handle?
What is an attainable amount? What
is realistic? How long?