This is a multi-part message in MIME format --_----------=_MCPart_654377523 Content-Type: text/plain; charset="us-ascii" ** February 19th B2B Toolkit ------------------------------------------------------------ Salesforce Automated Drip Campaign This week we will have a new Salesforce Automated Drip Campaign go out on Wed 2/21. The topic of this email will be around Navigate Delicate Discussions. Practical tips and a Bi-Fold Guide on how to have these delicate discussions around aging. Template Sample of the Email is HERE (https://go.thekey.com/webmail/934843/855482673/96e1e698a09b205ed0cf4e48988efc11e5926a29a4f60b30bc6bf446f222f020) . This is a test email so the greeting and signature will be different than you emails sent to your active contacts. The two "Calls to Action" on the email are: 1. View the BiFold Guide 2. Setting up a meeting with you and a member of your Care Team to discuss the topic further Reminder to Document Service Level Interventions! What is a Service Level Intervention? (SLI) An SLI is a formal report that is created to document an incident or event that causes disruption or a reduction in the quality of a service that puts our business at risk. Why should I document a SLI? Documenting these incidents in Salesforce allows both Sales and Operations to work together on a remediation plan and post-resolve management in order to regain customer loyalty for both the referral account and client. When to submit a Service Level Intervention in Salesforce? 1. A referral partner relationship is at risk due to a less than ideal experience or event. 2. Before submitting a SLI in Salesforce, a conversation must happen with the appropriate General Manager (GM), or Regional Director of Operations (RDO) if necessary, immediately following the event. If both parties agree that the SLI needs to be documented then the HCL will proceed with entering in SF. Two Guiding Principles: 1. Our Operations Leader should never be surprised by a SLI submission. 2. If the Referral account is not communicating their dissatisfaction with us, we should not be creating a SLI. How do I submit a SLI? Detailed instructions can be found in our Service Level Interventions Operational Process Document. (https://docs.google.com/document/d/1gLWg2Xbdw--6AixdikweO5etHFDFoLtzyy5Mtbw5lno/edit) Two New SLC Value-Add Events Joyful Moments: a show-and-tell event where residents bring an object or photograph to share why that item brings them joy. Live to 100 Netflix Event: have a viewing party and discussion about a Netflix film called Live to 100, the Secrets of the Blue Zones. This movie highlights healthy longevity practices that align with our Balanced Care Method. Both event strategies have been added to the Sales Enablement Playbook (https://docs.google.com/document/d/1jBgTGo1JMZYv1sBPG64z_ry9irD3q1L56U0ByV_Cms0/edit#heading=h.c6lkm7lix4y4) under the Senior Living section with all resources needed. Happy Hunting! February PAC Topic Click HERE (https://docs.google.com