As I got out of my car, I saw several volunteers, all dressed in red, waiting outside the residence hall under a temporary white tent in the late morning drizzle. The place was filled with luggage carts and water coolers. A rickshaw carrying two people pedaled by with a sign offering a “Free Ride.” Welcome banners were hanging everywhere, and some upbeat pop music was filling the air with excitement.
Overall, it felt festive and fun.
I shook hands with the volunteers, thanked them for their service, commented on their rain ponchos and stood by the doorway. “It is a little slow because of the rain, but you should have seen it yesterday,” said one of the many volunteers who were understandably full of pride for their contribution. Two cars and an SUV drove in. Driver of the first car popped open the trunk. Before the driver could even walk around to the trunk, volunteers had cleared the trunk and loaded the luggage in a moving cart—a bean bag, a suitcase, a guitar, a bag full of shoes, a cube filled with wires and CDs, a pillow, a wooden bookcase, a large picture frame and two dozen hangers with clothes. One volunteer shook hands with the student, another one handed every family member bottles of cold water and with the greetings of “Welcome to the University of Houston! Welcome to Cougar Village!” everyone proceeded toward the entrance.
At that point, one of the volunteers shouted, “Here comes Erin” and a chorus of cheers and claps erupted from the welcome team standing just inside the door with banners and posters. Blushing, Erin’s face turned red – and not to match all the Cougar red around her. Within minutes, Erin was checked in and her luggage was delivered to her room. Half an hour later, Erin’s family came down the elevator and her mom walked straight up to me saying, “This is not the UH I remember. Wow! This is amazing.” We talked for about five minutes, and I said a few things directly to Erin to which she shook her head, but did not say anything. She was even avoiding an eye contact. She was either shy or uncomfortable – possibly both.
I happened to run into Erin again on Monday, the first day of classes. Our Staff Council organizes Cougar First Impression (CFI) on the first two days of classes, providing cool water and much needed help to students. Erin was standing under one of our temporary CFI tents in front of the library asking directions. I had come to thank the volunteers for standing under the hot afternoon sun with the temperature feeling like 106 degrees. After answering her question, the CFI volunteer handed Erin some UH goodies. At the very next tent, someone handed her an ice cream that melted away the anxieties. I saw Erin give a polite smile.
What a coincidence that I spotted Erin again two days later in the hallway of a classroom building. She was late and rushed in to find a seat. I had come to the class to personally greet students and tell them that the university was committed to one and only one goal, i.e., their learning. At the beginning of my remarks, I tossed some personalized t-shirts to the students. Most raised their hands eagerly to grab a shirt, as did Erin although there was hesitation in her movement. She was still feeling the strangeness of the new environment. At the end of my remarks, I offered students my email address and told them they could write to me if they ever had an issue that they could not resolve on their own. In all, I made 28 classroom visits in two days to make sure that I reached out to every new student in an intimate setting.
The next day was our big event, The Cat’s Back, a celebration filled with fun, food, free t-shirts and lots of prizes. More than 500 student clubs set up booths with information to inform new students of their activities. Although I was not looking for Erin, my eyes spotted her again in front of Women in Business table. By now, she was with two other students and they were chatting away, eating hot dogs.
On Friday, I was coming out of a lunch meeting when I saw a long line of waiting students across the street in front of the Student Center. Out of curiosity, I decided to walk over. “What’s up?” I asked the waiting students.
“Free t-shirts and Ice Cones!” The student at the front of line said with excitement.
“The line is too long. How long have you been waiting?”
“Half an hour, but I don’t mind. Can I get a photo with you?” She asked as if she knew the answer would be yes.
“Of course, you can.” I posed for her selfie, which she posted on Instagram instantly. Others followed suit. Thirty photos later, I started to leave when I saw Erin again. She was a little behind in line, but was waving her phone. I walked over and asked, “Is everything all right? How was the first week?”
“Oh, my God… Oh my God,” she said, “this is the best school ever. I love everything here. My dad wanted me to go to ____ but I wanted to come to UH. I knew I was right, I knew I was right. Thank you for everything. I love my classes, and I love you too.” This was our first real conversation, and she was literally dancing with excitement.
What a transformation in one week! Erin was over her apparent anxieties and ready to learn. This is what Making a Good First Impression is all about, I believe. It can be critical in defining the success of a project or partnership. First impression, however unintentional or seemingly benign, gets imprinted in our memory. It becomes a screen through which later information gets filtered and used. Yes, it may take some effort on our part to create one, but creating a bad one has a much bigger cost.
I thank our faculty, staff, and students for volunteering their time and giving our 42,000 students—12,000 of them new—a good first impression so they could take pride in their school, in their learning, and consequently, in their own potential.
[Name and some circumstances have been changed to protect identity. All photos are from my IPhone]