To discount the human factor in an institution would be detrimental. We can't always expect the perfect result will happen regardless of how perfect we claim our actions to be. But we can always strive for the perfection which is what matters; looking at our intention and how our professionalism should set us apart.

I think I really like what was said in the first module when it comes to looking at prospective student interactions and that was " don't guess". If a prospective student asks you a question don't guess at what you think the answer might be or worse guess at what you think the student might be hoping the answer is. There is a lot of pressure placed on saying the right thing and making the best first impression for the prospective student...sometimes the best thing to do is just say "great question; lets find out the answer together".