About the Episode
In this episode, Jeremy sits down with Heather Strecker to chat about the state of campus visits, and how to develop your student tour guides and workers who play such a critical role. Key takeaways from this episode include:
Key Takeaways
- Invest in Tour Guides: Financial compensation, robust training, and ongoing professional development are key to creating a successful tour guide program.
- Continuous Training is Essential: Frequent and intentional training ensures tour guides stay informed, confident, and prepared to handle tough conversations.
- Personalization Matters: Tailoring campus visits to individual students’ interests can make the experience more impactful and memorable.
- Create an Open and Supportive Culture: A welcoming, supportive environment for tour guides fosters retention and builds stronger connections with students and families.
- Accountability and Feedback Loops: Clear expectations and constructive feedback help student workers improve and maintain high standards.
Episode Summary
The Foundation of a Successful Tour Guide Program
Heather emphasizes that building an exceptional tour guide program starts with investing in the students who lead it. This includes financial compensation, comprehensive onboarding, and regular training sessions to keep guides informed and confident. She highlights the importance of hiring dedicated staff to manage the program, allowing for consistent mentoring and oversight.
Effective Training Strategies
The training program at Albion College incorporates:
- Onboarding: New guides undergo a mix of interactive group sessions, shadowing, and co-leading tours with experienced peers.
- Ongoing Support: Biweekly team meetings address updates, FAQs, and troubleshooting.
- Annual Retreats: An intensive pre-semester training helps reinforce skills and address new campus developments.Heather also shares the importance of role-playing and practicing responses to common questions to build confidence and adaptability.
The Power of Personalization
Albion’s approach to personalization includes:
- Reviewing profiles of visiting students to tailor tour highlights.
- Writing personalized thank-you notes after visits to leave a lasting impression.
- Encouraging tour guides to connect with prospective students by asking open-ended questions and redirecting parent-led conversations back to the student.
Addressing Challenges
Heather explains how to prepare tour guides for uncomfortable questions and tough situations by:
- Creating a repository of past questions and workshop responses.
- Empowering guides to defer to staff when necessary.
- Providing autonomy to manage interactions while maintaining professionalism.
Best Practices for Campus Visits
1. Make Data-Informed Changes
Analyze campus visit feedback and adjust tours regularly to ensure they stay relevant and engaging. Incorporate feedback from tour guides, visitors, and staff.
2. Prioritize Key Touchpoints
Start tours by addressing essential student concerns, such as housing, dining, and academics, before moving on to extracurriculars.
3. Keep Tours Concise
A 45-minute to one-hour tour is optimal for maintaining engagement. Customize additional visits or follow-ups to address specific needs.
4. Foster a Positive Team Culture
Create an open-door policy and set clear expectations for tour guides. Celebrate successes and address challenges constructively to build trust and respect.
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