The Ohio State University Move-in Process – Review of

A few weeks ago, my wife and I moved our daughter into the dormitory at Ohio State. Because of the University’s planning and coordination efforts, the process went very smooth and without a hitch. In fact, it went so well I felt compelled to share my experience. Talk about customer focused!

1. Move-in organizers have signs on the major highway just west of the Ohio State University (OSU) providing directions on where the move-in registration process begins. For examples, directions to Shopping (OH-315, and I-71), Target and Staples, Giant Eagle Supermarket, I-71, OH-315 North and OH-315.

2. Once you arrive, you’ll find a huge parking lot about two miles or so from my daughters’ dormitory. We pull up to begin the registration process.  During this stage, we remain in the car, provide our daughters’ ID, and receive a pink label (to hang from our rear view mirror). This label represents her dormitory and helps those directing traffic on the way to her dorm. We also receive an OSU map, and labels for the bins (more about that later). The check-in person surveys how much luggage my daughter has brought along to provide the correct number of labels for our bins.

Each color represents a different dorm. Typically, you will follow the car during the early stage of the process that preceded you in check-in.

FYI – On the back of the OSU map provides directions from the parking garage for leaving OSU campus and Columbus. This form also provides directions for Target, Staples, Walgreens, and various hotels. In my opinion, designing this document was well thought out.

3. Because we have pink as a color, we follow the pink signs to her dorm. Every 1/4 mile or so, there’s a checkpoint to ensure we’re on the right path. The checkpoint consists of volunteers, security officers, and police directing traffic all the way to the dorms.

4. We arrive at her dorm where we are greeted by four students who unload our car in about 5 minutes – placing boxes and clothes in the 3 bins with labels identifying which room and floor. You find another group of students who wheel the bins to the dorm entrance and from inside the dorm, another group of students push the bins down to the hallway onto the elevator. On her floor, you have students unpacking the bins after receiving the bins off the elevator.

You have different groups of students unloading at the car, wheeling to the dorm entrance, inside the dorm to the elevator, on the elevator, and then on the designated floor. There’s some down-time for the movers (who are student volunteers) but this plan works real well when there are a number of students being moved in at the same time.

5.  As I survey my car being unpacked, my daughter and wife go into the dorm to check-in. After they register at the front desk, they receive my daughter’s room keys. Once complete, they make their way to the dorm room where they are greeted by her personal belongings outside her room.

They place the materials right outside the door (3 girls) so we can get organized before bringing in the materials. Everyone is very helpful and supportive.

6. Down on the street, after the car is emptied, I’m given directions to park at a parking garage, which is about 1/4 mile from her dorm.

You can tell they’ve had plenty of practice with move in. The point is, they have learned from their past mistakes or inefficiencies. Parents know move-in is not the most pleasant task but when it’s well run, it makes it a lot more palatable.

My expectations are exceeded. What a pleasant surprise and certainly something that would qualify for Empathica Service!

Enhanced by Zemanta

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

1 Response

  1. hi! 😛 i’m at work currently, hence i do not have much time to write… nonetheless! I really appreciated reading this article. It turned out to be some great stuff. thank you! Best regards!