Talking Stick - September/October 2013 - 46

Conversations
our placement process, listen to their
concerns, and offer an explanation of
why a move may not be possible. We
want the student requesting a move
to understand the negative impact
on the other student. Nancy Klein,
our office manager, puts it this way:
“Can you imagine how you would feel
if I called to tell you I am changing
your roommate placement because
your roommate did not want to live
with you?” As we know, one of the
major impacts of a student’s first-year
retention is the question they ask
themselves: Will others like me?
Another aspect of the customer
experience on any campus is ensuring
the quality of the move-in process, from
the actual move-in to the condition of
the apartment. Just like the University
of Minnesota, as Susan and Mannix
described, we have a volunteer-based
move-in crew, our Piper Crew. The

personal touch that a person has on
move-in day has a huge impact on a
student’s and parent’s first impression
as well as easing any anxiety about
moving away from home. We also
conduct many checks with rooms that
are occupied by our early arrivals; we
want to make sure they have not taken
over the room before their roommate
arrives. Imagine walking into a room
where someone already moved in,
chose the bed, decorated the room,
decided where the T.V. goes: It doesn’t
make for a welcoming arrival.
I feel the hardest part of working
with students who expect to be treated
as customers is when they make the
statement, “I’m paying [insert any
amount of money here], so I deserve/
expect/want you to . . .” Our students
today are raised in such a consumerdriven society that they expect us to
bend over backwards to give them

what they feel they deserve regardless
of the impact on others. What helps
is being transparent about office
policies, procedures, and decision
making. Offering students and parents
a detailed response often helps them
understand that certain requests
are just not possible. Many students
call our office demanding a single,
which unfortunately is very limited
in availability. We have to explain that
we just cannot create a single room
when there are none available but also
offer possible solutions such as a wait
list, which gives them a bit of hope for
getting what they want. tS

MoRe
Do you have an interesting topic
to discuss here? Send your ideas
to talkingstick@acuho-i.org.

Visit us at ACUHO-I/APPA
and UMR-ACUHO
in October!

BUY LOCAL
800-624-9101 or www.KLN.com

MANUFACTURING
Facebook.com/KLN-Manufacturing
Twitter.com/KLNmfg

46

Talking STiCk


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Talking Stick - September/October 2013

Table of Contents for the Digital Edition of Talking Stick - September/October 2013

Talking Stick - September/October 2013
Contents
New Member Highlight
Vision
Just In
Your ACUHO-I
Transitions
Res Life
Business Operations
Facilities
Calendar
Becoming an Assessment Storyteller
The Quintessential Professional
Conversations
First Takes
Reporting Out
New Members
Snapshot
Talking Stick - September/October 2013 - Talking Stick - September/October 2013
Talking Stick - September/October 2013 - Cover2
Talking Stick - September/October 2013 - 1
Talking Stick - September/October 2013 - 2
Talking Stick - September/October 2013 - Contents
Talking Stick - September/October 2013 - New Member Highlight
Talking Stick - September/October 2013 - 5
Talking Stick - September/October 2013 - Vision
Talking Stick - September/October 2013 - 7
Talking Stick - September/October 2013 - Just In
Talking Stick - September/October 2013 - 9
Talking Stick - September/October 2013 - 10
Talking Stick - September/October 2013 - 11
Talking Stick - September/October 2013 - 12
Talking Stick - September/October 2013 - Your ACUHO-I
Talking Stick - September/October 2013 - Transitions
Talking Stick - September/October 2013 - 15
Talking Stick - September/October 2013 - Res Life
Talking Stick - September/October 2013 - 17
Talking Stick - September/October 2013 - 18
Talking Stick - September/October 2013 - 19
Talking Stick - September/October 2013 - Business Operations
Talking Stick - September/October 2013 - 21
Talking Stick - September/October 2013 - 22
Talking Stick - September/October 2013 - 23
Talking Stick - September/October 2013 - Facilities
Talking Stick - September/October 2013 - 25
Talking Stick - September/October 2013 - 26
Talking Stick - September/October 2013 - Calendar
Talking Stick - September/October 2013 - Becoming an Assessment Storyteller
Talking Stick - September/October 2013 - 29
Talking Stick - September/October 2013 - 30
Talking Stick - September/October 2013 - 31
Talking Stick - September/October 2013 - 32
Talking Stick - September/October 2013 - 33
Talking Stick - September/October 2013 - 34
Talking Stick - September/October 2013 - 35
Talking Stick - September/October 2013 - The Quintessential Professional
Talking Stick - September/October 2013 - 37
Talking Stick - September/October 2013 - 38
Talking Stick - September/October 2013 - 39
Talking Stick - September/October 2013 - 40
Talking Stick - September/October 2013 - 41
Talking Stick - September/October 2013 - 42
Talking Stick - September/October 2013 - 43
Talking Stick - September/October 2013 - Conversations
Talking Stick - September/October 2013 - 45
Talking Stick - September/October 2013 - 46
Talking Stick - September/October 2013 - First Takes
Talking Stick - September/October 2013 - Reporting Out
Talking Stick - September/October 2013 - 49
Talking Stick - September/October 2013 - 50
Talking Stick - September/October 2013 - 51
Talking Stick - September/October 2013 - 52
Talking Stick - September/October 2013 - 53
Talking Stick - September/October 2013 - New Members
Talking Stick - September/October 2013 - 55
Talking Stick - September/October 2013 - Snapshot
Talking Stick - September/October 2013 - Cover3
Talking Stick - September/October 2013 - Cover4
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