Episode

Ep. 51: Reducing Payment Stress With More Human Emails

Podcast: Talking Tactics
Published: May 13, 2025
Duration seconds: 1509
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Summary

What if the key to supporting students with payments isn’t a new policy, but a new tone? In this episode of Talking Tactics, host Dayana Kibilds chats with Karen Sorrell, Senior Business Operations Manager at Carroll Community College, about how one simple change—revamping payment reminder emails—led to big results. By shifting the tone from transactional to supportive, Karen’s team boosted student outreach by 16%, resolved 95% of payment issues for those who responded, and dropped outstanding payments by 11%. If you’ve ever sent an email that looked more like a warning label than a helping hand, this conversation will inspire you to rethink how you communicate about the most stressful part of the enrollment journey: paying for college.