Webinar: 5 Star Service for Seniors

Transcription

1 Webinar: 5 Star Service for Seniors Webinar IPCed Training Methods: 5 Star Service for Seniors Online DVD In Person Sharon Brothers, M SW CEO IPCed Benjamin Pearce CEO of EvoLve Senior Living Dav e Spac ek Training Consultant IPCed IPCed Webinar: 5 Star Service for Seniors 2 Quality Training = Business Success Recruiting Compliance Employee Retention What is 5 Star Service? Customer Satis fac tion Referrals IPCed Webinar: 5 Star Service for Seniors 3 IPCed Webinar: 5 Star Service for Seniors 4 1

2 The Hotel Experience Creating an environment to exceed expectations Starting with hello Train, train, train Culture of great experiences Continuous improvement as IPCed Webinar: 5 Star Service for Seniorsa process 5 The feeling they get that they are the most important customer you have. IPCed Webinar: 5 Star Service for Seniors 6 Facts: Facts: Sou r ce: Righ t Now 82% of customers leave due to a bad experience Sou r ce: American E xpress 86% will pay more for a better customer experience IPCed Webinar: 5 Star Service for Seniors 7 IPCed Webinar: 5 Star Service for Seniors 8 2

3 Expectation #1: Reliability 5 Star Service is about Exceeding Expectations IPCed Webinar: 5 Star Service for Seniors 9 Deliver service as promised IPCed Webinar: 5 Star Service for Seniors 10 How do you create Reliability? Expectation #2: Responsiveness Thoughts: St art wit h t h e h irin g process: Seek people wh o h ave a desire t o serve wh o will give you (an d you r clien t s) % every day Initial standard training is first key Empower your team to own the service they provide Double-check for satisfaction ask how the client feels about the experience Quality is the difference between what you expect and what you get Most people h ave n o idea wh at to expect in itially. Promise a little less; deliver a lot mor e Use customer names to help them feel they re important Con sisten cy equ als credibility How you respond to problems will define you as a leader Make su re every person on you r t eam clearly u n derst an ds you r expect at ion s defin e specifically what a good job looks like What does excellen ce look like in every job role? Clients define service by how much personal time they receive Be willing to help quickly IPCed Webinar: 5 Star Service for Seniors 12 3

4 How do you focus on Responsiveness? Expectation #3: Assurance Thoughts: Bein g awar e an d on t h e lookou t for ever y oppor t u n it y t o ser ve an ticipatin g u n expressed n eeds, wish es, desires Test for this during an interview if you can Best caregivers are in t u it ive an d sen sit ive t o ot h ers We t en d t o avoid complain er s but they won t go away! For every clien t wh o bot h ers t o complain t h ere are 2 4 ot h ers wh o n ever say anything, especially in a senior living community It costs 5 times more to get a new client than to keep a current client happy People are lookin g for fair, direct, t ru t h fu l respon se from man agemen t Involve clients in solutions; validate their experiences even if you don t agree Feel, felt, fou n d met h od: I u n derst an d h ow you feel; ot h ers h ave felt t h e same way; we have found (the solution or resolution) Be sensitive to the client s need for control LI STE N Convey trust and confidence IPCed Webinar: 5 Star Service for Seniors 14 Ideas for building trust and confidence Expectation #4: Empathy Thoughts: Evidence of training programs provides proof that you are trustworthy Awards, recogn it ion, en dorsemen t s th ese bu ild credibility th at you are a leader an d are worthy of trust Professionali sm in appearance builds confidence Con fiden tiality bu ilds tru st, too How you treat people is foundation. Consistency = credibility When you re in public, you re on stage and people are watching Treat people below you the same way you treat people above you YOU set t h e on e for h ow people will be t reat ed t Make yourself approachable IPCed Webinar: 5 Star Service for Seniors 16 4

5 Empathy Ideas 5 Star Service: Exceeding Client Expectations Awareness: put yourself in your customers shoes Be helpful; be pleasant and think how you can make it better for the person, no matter what they are feeling or saying Look for ways to demonstrate that you are aware of the person Your team has to be confident and supported in delivering exceptional service how do you empower your team? YOU set the tone in how you treat your own team Don t jus t s ay it make sure it is translated into reality by everyone on your team Make your people feel special Empower your front line team to want to deliver a 5 star program IPCed Webinar: 5 Star Service for Seniors 18 Practical Ways to Exceed Client Expectations Become The Employer of Choice Hire the best candidates Start with the orientation Set initial training goals Focus on improvement IPCed Webinar: 5 Star Service for Seniors 19 65% of caregivers say formal training is a factor on where they want IPCed to Webinar: work 5 Star Service for Seniors 20 5

6 Offer Certifications and More 10 Durable Truths for Managers Deliver a Quality Product Mission is critical Frontline is your face Embrace problems All work is teamwork Value = Strength Empower people Recognition is fuel Lead by example Solutions not Problems IPCed Webinar: 5 Star Service for Seniors 23 Purchase Ben s book at Amazon.com ht t p: / / www. am azon. com / Senior - L iv ing - Com m unit ies - Oper at ions- M anagem ent /dp/ /r ef =sr _1_ 1?ie=UTF8&qid= &sr =8-1&keywor ds=benjam in+pear ce Contact: Sharon Brothers, MSW CEO (877) extension 1217 sharon_brothers@ipced.com IPCed Webinar: 5 Star Service for Seniors 24 6