Our success has been listening, being relatable and follow through. When the student feels heard and you have sympathy for their situations and relate to them, I notice they trust you and want to work with you always. This creates a rapport that eventually gives your department great reviews.  

Some failures would be, not staying organized in your paper work, returning phone calls or having an attitude with the students. This creates a bad feeling and their trust in the institution. That creates a spiral affect, because peer to peer conversation becomes established and sooner or later students will feel unheard and will want to withdraw.