This morning, I shared some guidelines with all of our new counselors who are opening Collegewise offices about how we handle ourselves when we’re on the phone. It struck me after writing it that the advice I gave is very similar to what we tell our students to do in their college applications.
The advice to our counselors:
Phones give a lot of companies an excuse to try to seem bigger than they actually are. They have outgoing messages that reference “we” and “us” and even have complicated voicemail menus even though behind the scenes it’s actually a one person shop. We do the opposite. Yes, Collegewise is a growing company and we celebrate that. But we’re just as proud of the individuals who run our offices. So don’t say “We” when talking about yourself and your office. Say "I." Being small is nothing to be ashamed of. You can be more personal, more attentive and more responsive to your customers.
And (as long as we’re focusing on you)—sound like you. When you leave a voicemail for a family, don’t sound like the administrative assistant at the dentist’s office they’ve never met. Be the likeable counselor they’ve gotten to know. Do the same thing with your outgoing voicemail message. You’re running the show for a small office in a big organization. Be honest about it. Come right out and tell people that you answer the phone and lick envelopes and counsel the kids yourself. Plenty of families will appreciate you for it.
The advice for students:
Be proud of who you are and what you’ve done. Present yourself honestly and confidently. Don’t try to be someone you’re not just to impress colleges. Be comfortable enough to tell the truth.