--0000000000007c307b05eff5acbb Content-Type: text/plain; charset="UTF-8" It might also be beneficial, to Beth's point, to align all HCLs on some common messaging to help set practical expectations with our referral partners. 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. >>> (The client's complex needs were outside a scope we could manage.) >