3.7 - How to Meet the Student Need

Pedro Santana is the Director of Enrollment Management Experiences at Stetson University. In this episode, Santana shares his experience in improving the student experience and how his background in customer service helps him approach higher education with a consumer mindset. Santana stumbled into higher education but found a passion for improving the student experience and making every day better.

In this video, you will:

1. Gain insights into viewing students as consumers. 

2. Understand the importance of improving the student experience.

3. Learn the significance of motivation, goal setting, and mentorship in higher education. 

4. Know Pedro Santana's optimistic and adaptable approach to changes in higher education.

5. Realize the challenges of not focusing on students as consumers and not meeting enrolment numbers.

6. Recognize how engaging with students and conveying the value of higher education can enhance.  

   
   

Key Topics of this Podcast:

0:04:31     -  Understanding student experience as a key 

0:06:50    - Balancing higher ed ideals with customer service    

0:07:25    -  Improving enrollment process through observation    

0:08:30   -  Setting goals and staying motivated for success 16:34 Setting achievable goals and breaking into steps 

0:17:09     -  Smaller goals enable bigger goals achievement 

0:18:01     -  Asking students questions to know them better      

0:18:29      -  Importance of proper training for enrollment management 

0:20:05     -  Different strategies for different enrollment roles    

0:20:50     -  Lack of training as an obstacle 

0:21:32      -  Self-assessment and celebrating small wins 

0:23:26     -  Avoid comparing yourself to others

0:26:58     -  Overcoming "not how it's done" and proving value    

0:28:32     -  Building relationships and showing value internally/externally

0:29:39     -  Avoiding tradition for tradition's sake 

0:31:13      -  Identifying and meeting students' needs; saying no when not a fit

0:32:52     - Not admitting wrong-fit students; impact on retention

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Pedro Santana is currently the Director of Enrollment Management Experiences at Stetson University, focused on improving the student experience. In this role, he works to challenge assumptions and elevate customer service.

Previously, Pedro worked for 11 years as a Flight Attendant with JetBlue Airways. In this position, he provided outstanding customer experience while ensuring safety and security onboard. This experience developed Pedro's skills in customer service, relationship building, training, and process optimization. 

Pedro also has experience as a Lead Agent for Redfin, a real estate brokerage. This background in real estate, combined with his time at JetBlue, gave Pedro valuable insights into sales, closing deals, and guiding customers through complex, high-stakes experiences - which serves him well in his current higher education position.