I learned that a strong retention program depends on an institution-wide commitment to student success, rather than relying on one universal strategy. I will apply this by supporting collaboration among students, faculty, and staff, promoting activities that build school commitment, and using retention practices that fit students’ specific needs while following applicable policies and regulations.
 
 

I learned that effective intervention requires building trust, listening carefully, and using the right questions to understand the real issue rather than only the student’s immediate concern. I will apply this by greeting and connecting with students, using survey questions to understand the situation and vertical probing to explore deeper concerns, then helping them consider realistic options and appropriate support resources.
 
 

I learned that attrition is often connected to stress, a declining sense of belonging, and uncertainty about academic progress or future goals. I will apply this by paying attention to early signs such as withdrawal, low motivation, or frustration, then reaching out promptly with encouragement, clear guidance, and appropriate support resources.
 
 

I learned that improving retention starts with setting realistic student expectations and identifying early signs of disengagement, such as loneliness, lack of program fit, or academic boredom. I plan to apply this by checking in with students early, listening to their concerns, and connecting them with timely academic and support resources before small challenges become reasons to leave.
 
 

Attention, empathy, and effective monitoring are the key to students' success.

The use of mystery shoppers is not only to outline areas of improvement, but also allows space to commend practices that are going well.

It takes a campus to graduate a student

We should seek to make the customer experience the best we can from start to finish with internal and external customers