First Impressions & Customer Service Failures
We all know how important first impressions are, right? It's sort of like how Anne McCaffrey's dragons "impress" on new dragonriders-to-be. (Yes, I'm feeling nostalgic with a new herd of freshmen on campus.) First impressions are essential, particularly when you're talking about freshmen, wet behind the ears, completely disoriented and overwhelmed by being at a state school for their first college experience, and stressed out by trying to find their classrooms and last-minute add/drops on their schedule. I usually don't think of them this way, because I'm not a fundraiser or in the alumni office, but the University at large should also think about the fact that these are the kids we hope will call this university 'home' even after they leave. (That could be my small liberal arts college experience shining through, though.) If nothing else, due to UTC's abysmal retention rates, you'd think the entire university would be bending over back...
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