We’ve learned at Collegewise that the best way to make our customers happy is to enroll people who are predisposed to love what we do and how we do it. That means we’ll turn away families we don’t feel are good fits for our program. If we’re not confident that we can be successful together, the right thing to do is to free them up to find potentially better options.
We also want those families who join us to be absolutely sure that we’re the right service for them. So we encourage families to look into more than one private counselor. We’re happy to give them the phone numbers of our competitors if they’d like them. And on those occasions where a family chooses a competitor over us, we congratulate them on their choice. We’re not for everybody, and part of finding those people who belong in our program is helping everyone explore their options so they can discover their Collegewise fit on their own.
Great college counseling happens when there’s a fit between the counselor and the family. What else could you be doing not just to bring in new business, but to help prospective customers find their fit, even if you’re not it?