--00000000000011257005eff5c87a Content-Type: text/plain; charset="UTF-8" Hi Tim, That sounds great. I know it's an awkward time of year, but also an ideal time as we move into a rebrand. We can align messaging of the service and the expectations we can deliver so everyone can be successful. On Fri, Dec 16, 2022 at 12:48 PM Timothy Thomas wrote: > Thank you Beth. Again, I appreciate the call yesterday. I'm committed to > supporting your efforts and ensuring our operations team lives up to > expectations. > > I have a call with Cheryl and the team on Monday to review the service > failures, discuss any checks & balances we can implement to improve. Let me > complete this step, and on Tuesday we can come together to work > on procedures for onboarding new referral accounts and associated SOC's. @Matt > Vijayan I recommend we pull all the HCLs together > and align on an SOP. > > Many thanks, > Tim > > On Fri, Dec 16, 2022 at 11:03 AM Matt Vijayan wrote: > >> Thank you Beth for your leadership and a detailed report. >> >> @Timothy Thomas 75% of the Waterloo business is >> dependent on referral marketing. We need to create a Standard Operating >> Procedure for any new referral partners brought in and how to meet/exceed >> the expectation of this partner based on multiple parameters. >> >> In my weekly meeting, Ashley brought up the increased volume of SLI >> coming out of this market and we need to take action immediately. Let me >> know where I can help. >> >> Best regards, >> >> Matt >> >> Matt Vijayan, B.Sc., MBA, CCPE >> Director of Sales, Canada >> *Please note my email has changed:* >> mvijayan@TheKey.com >> >> TheKey.com >> [image: TheKey] >> >> >> On Fri, Dec 16, 2022 at 9:21 AM Elizabeth Sparrow > beth.sparrow@thekey.com> wrote: >> >>> Hi Tim and Matt, >>> >>> Matt, to loop you in, I reached out to Tim to have a discussion on the >>> increasing number of service failures. I felt that the conversation was >>> very helpful, thank you Tim for taking the time. >>> >>> I don't feel that there is any common thread between service failures, >>> nor does it reflect on any one person; we all know failures are expected. >>> >>> My concern was the recent increase, the reputational risk and the future >>> impact. Thank you Tim for the discussion on the opportunity to tighten up >>> our processes in quality improvement. I also want to ensure that I >>> understand and sell realistic expectations of what we can deliver so that >>> the client and operations are set up for success. >>> >>> I found Tim's perspective very helpful, that the landscape has changed. >>> Customer's expectations are higher, rates are higher and the quality of the >>> workforce has changed. Also, I am open to any changes I need to make in my >>> communication to manage expectations and support operations. This was >>> helpful as I plan Q1 goals. >>> >>> I am going to list a summary below. >>> >>> *University Gate LTC:* Oct 6 Client (Mausser) refused CG, Client was >>> aggressive. >>> (