HEGS
Observation 009
Pichhli observation mein humne ek important
distinction ki baat ki:
Student
behaviour admission intent ke useful clues de sakta hai.
Student ne kya dekha.
Kahan click kiya.
Kaunsi information explore ki.
Kitni baar wapas aaya.
Kya question poocha.
Ye actions individually intent ka proof nahi
hain.
Lekin collectively student ki decision journey
ko samajhne mein help kar sakte hain.
Ab ek aur important signal hai.
Student khud kya keh raha hai?
Aur iska sabse rich source ho sakta hai:
Counselling
conversation.
Counselling Call Sirf
Follow-Up Nahi Hai
Admissions mein counselling call ko aksar ek
simple objective ke saath dekha jaata hai:
Lead ko
admission ki taraf move karna.
Lekin agar hum previous observations ko
connect karein, toh counselling conversation ka ek aur role ho sakta hai:
Student ko samajhna.
Student kya pooch raha hai?
Kis baat par hesitate kar raha hai?
Kis information ko baar-baar clarify kar raha
hai?
Kya wo parents ka reference de raha hai?
Kya wo kisi competitor college ka naam le raha
hai?
Kya wo fees ke baare mein concerned hai?
Kya wo placement ke baare mein repeatedly
pooch raha hai?
Ye sab conversation ke andar signals ho sakte
hain.
Student Jo Question
Poochta Hai, Uske Peeche Ek Concern Ho Sakta Hai
Imagine karo student poochta hai:
“Fees
kitni hai?”
Surface level par ye ek pricing question hai.
Lekin actual concern ho sakta hai:
“Kya ye
college mere budget mein hai?”
Ya:
“Parents
ko kaise convince karunga?”
Ya:
“Doosre
college ke comparison mein ye worth it hai?”
Isi tarah:
“Placement
kitni hai?”
ka matlab sirf placement number nahi ho sakta.
Student actually pooch raha ho:
“Graduation
ke baad mere options kya honge?”
“Mujhe
job milne ka realistic chance kya hai?”
Question ko sirf
answer karna aur question ke peeche ka concern samajhna — dono alag cheezein
hain.
Counsellor Ko Sirf
Answer Machine Nahi Hona Chahiye
Agar student poochta hai:
“Hostel
hai?”
Counsellor:
“Haan,
hostel hai.”
Conversation technically complete.
Lekin agar counsellor poochta hai:
“Aap
hostel ke baare mein mainly accommodation ke liye pooch rahe hain ya campus
location ki wajah se?”
toh conversation deeper ho sakti hai.
Maybe student doosre city se hai.
Maybe parents safety ko लेकर concerned hain.
Maybe transport issue hai.
Maybe student campus life evaluate kar raha
hai.
Ek simple question se context mil sakta hai.
Good counselling sirf
information nahi deti. Information collect bhi karti hai.
Student Ki Language
Bhi Signal Ho Sakti Hai
Kabhi-kabhi exact words important hote hain.
“Soch
rahe hain.”
“Parents
se baat karni hai.”
“Doosre
college bhi dekh rahe hain.”
“Fees
thodi zyada lag rahi hai.”
“Placement
ka confirm batao.”
“Admission
kab tak le sakte hain?”
Ye statements student ki decision stage ke
clues de sakti hain.
Lekin yahan bhi caution zaroori hai.
Ek sentence ko final conclusion nahi banana
chahiye.
Conversation ko
context ke saath read karna chahiye.
“Parents Se Baat Karni
Hai” Ka Matlab Kya Hai?
Ye phrase admissions mein common ho sakta hai.
Lekin iska meaning har student ke liye same
nahi.
Student genuinely admission lena chahta hai,
lekin final decision parents ka hai.
Ya student khud unsure hai aur parents ko
decision delegate kar raha hai.
Ya family multiple colleges compare kar rahi
hai.
Ya fees decision ka main factor hai.
Same statement.
Different realities.
Isliye counsellor ko sirf status:
Parent
Approval Pending
mark kar dena enough nahi ho sakta.
Context capture karna
zyada useful ho sakta hai.
Competitor Ka Naam
Bhi Valuable Information Ho Sakta Hai
Imagine student kehta hai:
“Sir,
main XYZ college bhi dekh raha hoon.”
Is statement ko negative signal samajhne ke
bajay ek learning opportunity ki tarah dekha ja sakta hai.
Student actually kya compare kar raha hai?
Fees?
Placement?
Location?
Course?
Brand?
Campus?
Scholarship?
Family preference?
Agar ye information systematically capture ho,
toh institute ko market mein apni positioning ke baare mein bhi insights mil
sakte hain.
Competitor mention
sirf objection nahi. Comparison data bhi ho sakta hai.
Counselling Data
Marketing Ko Wapas Feed Hona Chahiye
Yahan 009 ka bigger point hai.
Agar counselling team repeatedly sun rahi hai:
“Placement
ka proof chahiye.”
to marketing ko ye pata chalna chahiye.
Agar students repeatedly pooch rahe hain:
“Actual
fees kitni hai?”
to website/content ko review karna chahiye.
Agar parents repeatedly पूछ रहे हैं:
“Hostel
aur safety ka kya system hai?”
to communication mein ye information stronger
honi chahiye.
Agar students repeatedly competitor comparison
kar rahe hain:
“Wahan
ye facility hai, aapke yahan?”
to institute ko apni positioning rethink karni
pad sakti hai.
Yaani:
Counselling
→ Insight → Content → Marketing
ka loop develop ho sakta hai.
Agar Ye Data Capture
Hi Nahi Hoga To Learning Kahan Se Aayegi?
Suppose ek month mein 1,000 counselling
conversations hui.
Lekin system mein sirf ye record hua:
Connected
Not
Connected
Follow-up
Interested
Not
Interested
Toh 1,000 conversations ka enormous amount of
qualitative information disappear ho sakta hai.
Humne student se baat toh ki.
Lekin student se seekha kya?
Ye important question hai.
Perfect CRM Se Pehle
Simple Discipline Chahiye
Iske liye immediately complicated CRM ya AI
system banana zaroori nahi.
Basic structured fields bhi start ho sakte
hain:
Primary
Concern
Decision
Stage
Parent
Involvement
Competitor
Mention
Main
Objection
Next
Action
Counsellor
Note
Phir time ke saath patterns observe kiye ja
sakte hain.
Kaunsa concern sabse common hai?
Kis stage par students hesitate karte hain?
Kaunse objections repeatedly aa rahe hain?
Kaunse questions marketing content already
answer kar raha hai?
Aur kaunse questions website par missing hain?
Counselling
Conversation Ko Intelligence Source Samjho
Yahan ek important shift ho sakta hai.
Counsellor ka kaam sirf:
Lead →
Admission
nahi.
Counsellor student aur institute ke beech ek live feedback channel bhi ho sakta hai.
Student jo website par nahi likhta…
wo call par bol deta hai.
Jo form mein nahi batata…
wo conversation mein reveal ho sakta hai.
Jo ad data nahi dikha sakta…
wo counsellor ke question ke answer mein mil
sakta hai.
Isi liye counselling
data ko marketing data se alag nahi rakhna chahiye.
HEGS Growth Insight
Agar:
Digital
Behaviour
student ke actions ke clues deta hai,
toh:
Counselling
Conversation
student ke concerns ko context de sakti hai.
Dono ko combine karne par institute ke paas
student decision journey ki richer picture ho sakti hai.
Behaviour
tells you what happened.
Conversation
can help explain why.
Aur yahi difference admission reporting aur
admission intelligence ke beech important ho sakta hai.
My Observation
Mujhe lagta hai har counselling team ko har
conversation ke baad ek simple question poochna chahiye:
“Aaj ki
conversation ne humein student ke decision ke baare mein kya naya bataya?”
Agar answer sirf:
“Call
connected.”
hai,
toh hum conversation ko activity ki tarah
record kar rahe hain.
Agar answer hai:
“Student
placement ko lekar unsure hai.”
“Parents
fees ko लेकर
hesitant hain.”
“Student
teen colleges compare kar raha hai.”
“Student
course ko lekar clear hai, lekin location concern hai.”
toh ab conversation learning create kar rahi
hai.
Because:
A
counsellor doesn't just talk to a lead.
A
counsellor can also reveal the questions behind the lead.
Aur un questions mein hi next marketing
opportunity chhupi ho sakti hai.
Observe.
Test. Analyse. Build.
— Vikas Kamboj
Higher Education Growth
System
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← Observation 004
