#166

It is evident that enrollment at international schools is, like almost all other industries, not immune from the uncertainty as a result of the Covid-19 pandemic. This is borne out anecdotally on a local and regional level as well as through information collated from international schools around the world through chat groups etc.,.

Over the last four years since assuming the role of Head of Admissions at Mont’Kiara International School, I have prioritized implementing practices to ensure a personalized and smooth process for all families from initial inquiry to enrollment and beyond (as evinced by a ten page plus document which not only serves to outline the individual steps and to whom the steps are assigned, but also allows sustainability as and when individuals leave). This includes, but is not limited to:

• Personalizing on campus tours so that families meet with the homeroom teachers, specialist teachers and the principal of the relevant division. When visiting classrooms, families have the opportunity to see teaching and learning in action and - as and when time permits - to speak with teachers and students alike;

• Creating an Admissions Department handbook which includes templates for our email communication so as to have an M’KIS Admissions Department “voice”;

• The implementation of OpenApply, a convenient and user-friendly online application portal for families;

• The introduction of virtual meetings and tours via Zoom or Google Meet as standard practice (this is one of the silver linings from the last year). As a result, I am able to meet with families outside of regular working hours to accommodate time difference and the fact that they are unable to travel to KL for a look-and-see visit.

With the view to converting an enquiry into enrollment, it is - especially during these times of uncertainty - even more important to personalize each and every interaction be it on the phone, via email, via Zoom, via Google meet and (as and when possible and in line with our Covid-19 SOPs) during face to face interactions. We are aware that the vast majority of our new families learn of our school through recommendations from existing and former families, yet we continue to attract prospective families from around the city and further afield who do not have an immediate connection to our school. I am always mindful that if a prospective family has a positive interaction - be it on the phone, during a tour - with our school, they will be more likely to speak positively of us (even if they do not enroll with us) and may, per the ripple effect, impact other families in choosing to enquire and subsequently enroll with us.

The interaction is not simply limited to that with admissions but rather a cumulative effect and includes all aspects of the school, the security guards on their arrival, the receptionist as they enter our office, the interaction (again as and when feasible and in line with our Covid-19 SOPs) with students, teachers and administrators during on campus tours as well as the interaction with many others who make up our school community. The fact that we all play a role in the admissions process can not be reiterated enough.

I have had the pleasure of serving as Head of Admissions at Mont’Kiara International School since July 2017. I have become increasingly aware that as a private international school we are not only offering a good quality education, but that we also need to keep in mind the notion of customer service when interacting with prospective families. This entails sharing information relating to education in its broadest sense (grade levels, curriculum, university acceptances, EAL, nationality statistics, World Language options, Specialist classes, extra curricular activities etc.,.) as well as the specifics relating to the grade level of the child(ren), yet also includes sharing information pertaining to a whole raft of topics. Over the years I have advised families where to go horse riding, where to buy particular Indian vegetables from, how to sign up to receive emails from the various budget airlines that have KL as a hub, shared about different housing options in our locality, advised on car journeys and taxi fares, ballet lessons and more. This focus on individual practices to ensure a personalized and smooth process for all families from initial inquiry to enrollment and beyond is always with the view to doing what is best to support the family’s (not just the student’s) transition to KL and to our school community and is part of the process in ensuring that we are the right school for the family. I do believe that this personalized approach was a significant component in our year on year growth until - as a result of the Covid-19 pandemic - October 2020.

How do you reach out, go the extra mile to provide a personalized and smooth process for all families from initial enquiry to enrollment and beyond?