--000000000000631cb9063a8c1df0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Got it! On Tue, Jul 22, 2025 at 4:50=E2=80=AFPM Timothy Thomas wrot= e: > Dear Team, > > As we move through the second half of the year, performance expectations > are tightening=E2=80=94and so must our execution. There is no more room f= or > 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=E2=80=99re leading one of the *Top 17 priority sites*. These directiv= es are > non-negotiable and effective immediately: > > *1. You Own the Funnel =E2=80=93 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=E2=80=94there 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=E2=80=94AXs 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 Tie= r > 1 clients=E2=80=94by 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=E2=80=99s not in the system, it didn=E2=80=99t happen. Ensure your tea= m is meeting=E2=80=94and > documenting=E2=80=94100% of SLAs. > > *7. Document Your Time in the Field* > Many of you are doing strong field work=E2=80=94but it=E2=80=99s not bein= g 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 no= t > producing, *reassess and reassign*=E2=80=94just as HCLs update SAPs quart= erly. > Your impact must be visible and effective. > > *Performance Standards to Hit by August 31:* > > - *LT Accuracy:* >70% > > > - *LT SOC Completion:* >70% =E2=80=93 avoid short-term, low-margin bus= iness > > > - *AX completed to SOC Conversion:* >70% > > > - *GM Field Time:* Fully documented > > > - *SLA Compliance:* 100% > > Let me know if you have any questi