I remember once driving a rental truck and being chastised by a toll-collector for driving a non-recreational vehicle -- which was apparently against the law – on that particular road. I had seen a vaguely-worded sign about the types of vehicles allowed on the road, and wasn't sure if the descriptions applied to me. I naively continued down the road and assumed that if it wasn’t spelled out clearly, it didn’t apply to me. My weak response of “I’m sorry, I didn’t know!” wasn’t well received – the toll-collector responded with, “Ignorance of the law is no excuse!” Thankfully, I escaped wiser for the experience--and without a fine!
If only it was that easy with your students. You could just put up vague signs to direct them about what you wanted them to do, and then curtly chastise them and render irrelevant their claims of ignorance!
Experience, however, tells you something different. Students and parents deserve and expect a higher standard of communication. They are assaulted with messages through multiple channels from multiple sources. It is not atypical for a student to get over one hundred emails a day--and at least that many text messages! How can you break through the noise and help them?
Efficient management of refund processing requires persistent, timely, and multi-channel communication. If you are going to offer a choice of refund methods, (see recent post on the subject of choice here), you need to rise above the noise to get students to take action.
How to communicate important messages to students in a manner in which they are received and acted upon is one of the Best Practices covered in our new free eBook, the 5 Cs of Refunding.
Free eBook - Five Critical Components You Need to Build a Better Refund Program
This document gives you an actionable template to guide you through a comprehensive review of your process that leverages the collective experience of TMS and its client schools. In it you will learn how to apply the 5 C’s to make your process student friendly and keep you from getting bitten! The following Best Practices (5C’s) are covered in detail:
1 NACUBO Offers Debit Card Best Practices, January 2013
2U.S. PIRG, The Campus Debit Card Trap – May 2012
By: Craig Lockwood, Managing Director, Product Strategy