Thanks, Tim - I wanted to discuss a couple of items in this email with you
- let's chat on our 1:1.
Regards,
Chuck
On Tue, Jul 22, 2025 at 1:50 PM Timothy Thomas <tt@thekey.com> wrote:
> Dear Team,
>
> As we move through the second half of the year, performance expectations
> are tightening—and so must our execution. There is no more room for
> deferral or deflection. As site leaders, we *own* our performance,
> end-to-end.
>
> I need your attention on the following *eight key areas*, especially if
> you’re leading one of the *Top 17 priority sites*. These directives are
> non-negotiable and effective immediately:
>
> *1. You Own the Funnel – Every Stage*
> From first inquiry to move-in, every lead is your responsibility. Do not
> wait for an AX to be scheduled. Review your funnel daily. We succeed only
> when Sales and Ops function as one team—there is no divide.
>
> *2. Conversion Must Exceed 70% by August End*
> While some sites are improving, we need every location converting
> consistently. Use your best closers on high-potential opportunities. If
> someone is underperforming, step in now. This cannot wait.
>
> *3. Do Not Move AX Back to Pending*
> This practice is disrupting our data integrity. A report is now tracking
> every occurrence, and this must stop immediately. There are no
> exceptions—AXs cannot be moved backward in the funnel.
>
> *4. Lead Type Accuracy Must Improve*
> This is fully within our control. LT must be correct *before* an
> opportunity is marked Closed Won. A daily audit begins this week. Every
> Closed Won will be reviewed the next day, and errors will be addressed
> directly.
>
> *5. Connect Personally with Every Tier 1 Client*
> Within one week of service start, each GM must personally contact new Tier
> 1 clients—by phone or in person. When a Tier 1 client discharges, you are
> expected to reach out, thank them, and request feedback. This is part of
> how we differentiate our service.
>
> *6. SLA Compliance Must Be Documented*
> A new dashboard is launching shortly to show SLA performance by team. If
> it’s not in the system, it didn’t happen. Ensure your team is meeting—and
> documenting—100% of SLAs.
>
> *7. Document Your Time in the Field*
> Many of you are doing strong field work—but it’s not being captured in our
> systems. That must change now. Document your visits and time spent with
> clients, caregivers, and referral partners. If your owned accounts are not
> producing, *reassess and reassign*—just as HCLs update SAPs quarterly.
> Your impact must be visible and effective.
>
> *Performance Standards to Hit by August 31:*
>
> - *LT Accuracy:* >70%
>
>
> - *LT SOC Completion:* >70% – avoid short-term, low-margin business
>
>
> - *AX completed to SOC Conversion:* >70%
>
>
> - *GM Field Time:* Fully documented
>
>
> - *SLA Compliance:* 100%
>
> Let me know if you have any questions.
> Thank yoi
> --
>
> *Tim Thomas*
> Head of Midwest & Canada Divisions | *TheKey*
> Mobile: 514.591.9387
> [image: TheKey] <https://www.thekey.com/>
>
--
Chuck Terlesky B.A., CCPE
General Manager
Calgary, Alberta
Calgary: 403-301-3777
TheKey.ca <https://thekey.ca/>
[image: TheKey]