Welcome. Keys to Creating a Culture of Exceptional & Seniors Friendly Customer Service

Transcription

1 Welcome Keys to Creating a Culture of Exceptional & Seniors Friendly Customer Service

2 Sturgeon Foundation Vision and Mission Vision: Sturgeon Foundation is a provincially recognized leader in the provision of supportive living for seniors and others in need. Progressive, innovative and customerfocused, the Foundation provides quality facilities, programs and services. Mission: To provide affordable, supportive living for seniors and other clients within a respectful and secure social environment.

3 Customer Service A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi

4 Seniors Friendly People turning 65 years of age today are more educated, self-aware and self-reliant than ever before. While they may not know where to go to obtain the service they require, they have the skills and knowledge to source out those locations and will demand the best the best products, the best services and the best options for whatever they re looking for. Kathryn Poirier, Brant News

5 Why Worry About Seniors Friendly Customer Service Culture? Serving our clients is our reason for existing and our clients are seniors. Our residents are embedded in our mission statement and they are the reason the government, and the public supports our operation, activities, and initiatives. We all know what to expect when it comes to being seniors friendly, and being a customer service provider; however, do we really understand the implications if we waiver in either area? Important Question to Ask Yourself: What effect does a lack of seniors friendly customer service have on non-profit organizations like ours?

6 Not For Profit Service Why Bother? Even if our services were "free," don't doubt that the recipients of those services deserve and would expect good customer service. Here are some potential negative effects of poor service in not for profits organizations: 1. Loss of residents. 2. Loss of volunteers. 3. Eroding support (political, financial, local business, etc.). 4. Loss of donations from private donors. 5. Poor reputation. 6. Closure of facilities. 7. Loss of jobs and livelihood.

7 Presentation Topics The 6 Steps Taken to Create Exceptional Seniors Friendly Customer Service. The Potential Challenges & Things to Avoid. Making Sure that Exceptional Service stays as Part of Your Fabric.

8 The 6 Steps Taken to Create Exceptional Seniors Friendly Customer Service.

9 Steps Asking your customers what they want. 2. Learning to anticipate your customer s expectations. 3. Establishing the philosophy (mission, vision, philosophy, values, etc.) and the policies to drive the service model being created. 4. Training the team to provide the envisioned service. 5. Continually evaluating and make adjustments/changes as required. 6. Communicating, Communicating, and Communicating.

10 Step 1. Ask your customers what they want. Resident Satisfaction Survey. Resident Focus Group. One on One topic with residents. Make Customer Service part of your monthly resident meetings. Seek feedback immediately after major events. Hire a research company to find out for you.

11 Step 2. Learn to anticipate customer s expectations. Spend time in lodge as client (staff included). Network in your market and visit your colleague s places of work. Concentrate your visits on those who have different priorities. Ask your employees. Start by asking them paint a picture of an exceptional day vs a not so great day as one of their residents. Keep track of unusual requests from customers. Consider them as potential opportunities to improve your operation. Train yourself to anticipate.

12 Step 3. Establish the philosophy (mission, vision, philosophy, values, etc.) and the policies to drive the service model being created. Involve all the stakeholders (board members, executive committee, administration, and front line staff). Once completed, roll it out with visibility and celebration. Update your website, newsletter, etc. Consider a change to property signage, uniforms, and name tags as well.adds to emphasis to change.

13 Step 4. Train the Staff to Provide the Envisioned Service. Helping staff embrace the change is EVERYONE S responsibility. Seriously consider the use of an outside consultant or consider the creation of a new position i.e. Corporate Learning Coach. Provide the tools and the resources to help employees succeed. Be sure to acknowledge the teams current skills, experience, and knowledge. Conduct ground up training that compliments the new direction (i.e. customer service training, seniors friendly, software training, policy review, revised process training, etc.).

14 Step 5. Continually Evaluate and Make Changes as Required. Create a resident evaluation tool(s) and consider adding it to your website, dining room tables, place them in the common areas, etc. Create a staff evaluation tool(s) and add them to your staff portal, staff room, log book, etc. Hold regular focus group meetings with staff, residents, and family members. Create a Resident Council. Consider a modification to a current position that includes the collection of feedback, and the auditing of changes as part of it s responsibilities. This staff member would need to ensure that all areas are in compliance and adjustments are considered when challenges become evident. Technology can be a major assist when it comes to monitoring changes and expected outcomes, be sure to invest in such a tool to make the process easier.

15 Step 6. Communicate, Communicate, and Communicate. People are fearful of change and it s natural to resist. Effective communication helps them understand. Understanding helps employees go from resist to accept and then to embrace. Be prepared to communicate on a regular basis and utilizing various methods. When you get feedback it is important to be receptive.

16 The Potential Challenges and Mistakes to Avoid.

17 Potential Challenges. Challenge # 1 Using yesterdays systems, procedures, policies while trying to change. Challenge # 2 Not understanding the ROI. Challenge # 3 Being difficult to do business with. Challenge # 4 Lack of empowered employees. Challenge # 5 Optional Training Programs and Failure to Make Training Fun.

18 Mistakes to Avoid. Mistake # 1 Not learning from past changes. Mistake # 2 Not communicating effectively. Mistake # 3 Not proactively addressing resistance. Mistake # 4 Not getting buy in.

19 Making Sure Exceptional Service stays Part of Your Fabric.

20 Making Sure Exceptional Service Stays Part of your Fabric. Tip # 1 - Have a Maintenance Plan. Tip # 2 - Survey Loops. Tip # 3 Create Awards for Good Work. Tip # 4 Create Tips & Tricks (helpful with technology). Tip # 5 Write the Changes into your Job Descriptions. Tip # 6 Consider Aligning Incentives to Change. Tip # 7 Celebrate Success. Tip # 8 Don t Stop Communicating.

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22 Giving Credit When Credit Is Due The Daily Muse Smallbusiness.chron.com Positivityblog.com Polar Bear Pirates and their quest to reach Fat City by Adrian Webster. Fish! A remarkable way to boost morale and improve results by Stephen C. Lundin, Harry Paul, and John Christensen.

23 Questions?