Super ..
From: Timothy Thomas <tt@thekey.com>
Date: Tuesday, June 17, 2025 at 3:37 PM
To: Nathanial Findlay <nfindlay@joinlifeguard.com>
Cc: Steven Ferguson <sferguson@joinlifeguard.com>
Subject: Re: FW: Installation Form
How about 2:30ET
On Tue, Jun 17, 2025 at 3:00 PM Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>> wrote:
Hi Tim,
Hows perhaps right after your lunch meeting - ?
Steven will be in Quebec –Meighen on vacation .
Indeed we will stream line all of this ….
1430.87—will get this right over you be fore 4.
Nat
From: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Date: Tuesday, June 17, 2025 at 10:29 AM
To: Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>>
Cc: Steven Ferguson <sferguson@joinlifeguard.com<mailto:sferguson@joinlifeguard.com>>
Subject: Re: FW: Installation Form
Hi Nat,
I don't know what John is referring to with respect to the signature process, I'll look into it.
This client signed around the time we were in Napa. I realize we didn't submit the form as we should have but Meighen was aware and taking part in our weekly pipeline calls. This is why I recommended she push a little harder on the "sales" side to ensure these stars are moving through the funnel correctly. This is a new process for us as well so there was definitely a break down in on our side.
Much to learn from.
I'm unfortunately tied up for lunch on the 25th. Any other availability?
Also can you please send the e-transfer of $1430.87 when you have a moment.
Thanks!
Tim
On Mon, Jun 16, 2025 at 3:26 PM Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>> wrote:
Hi Tim,
Some back ground below …
Hows the 25th to for lunch at or near your office ?
Nat
From: Meighen Fitzpatrick <mfitzpatrick@joinlifeguard.com<mailto:mfitzpatrick@joinlifeguard.com>>
Date: Monday, June 16, 2025 at 3:10 PM
To: Steven Ferguson <sferguson@joinlifeguard.com<mailto:sferguson@joinlifeguard.com>>, Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>>
Subject: Re: Installation Form
Hi Nat,
Just wanted to share some background from our end regarding this client.
Maryham received the onboarding form from TheKey on June 9. In the form, the designated point of contact for installation was listed as Shellie Lim (the CSM). Before she could reach out to the client, Maryham needed to connect with Shellie. She emailed, called, and messaged multiple times and was only able to reach her on June 12.
That same day, she attempted to call the client, John, for the first time but was unable to reach him. Her first successful contact with John was on June 13. During that call, he immediately declined the service, stating that TheKey had changed their process for obtaining signatures and he no longer wanted the Lifeguard service installed. Maryham tried to gather more information, but he was not interested in continuing the conversation.
So, just to clarify — this was not a miss on our side. It appears the client’s decision was based on dissatisfaction with TheKey’s process.
I do believe having a dedicated nurse for each branch will add value, but I don't think that would have made a difference in this particular situation.
Thanks,
Meighen
________________________________
From: Steven Ferguson <sferguson@joinlifeguard.com<mailto:sferguson@joinlifeguard.com>>
Sent: Monday, June 16, 2025 3:04 PM
To: Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>>
Cc: Meighen Fitzpatrick <mfitzpatrick@joinlifeguard.com<mailto:mfitzpatrick@joinlifeguard.com>>
Subject: Re: Installation Form
Maryham worked really hard to setup the Vancouver installation. The CSM was difficult to pin down and at the end asked Maryham to contact the client.
On Jun 16, 2025, at 11:55, Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>> wrote:
Begin forwarded message:
From: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Date: June 16, 2025 at 2:17:12 PM EDT
To: Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>>
Subject: Fwd: Installation Form
Hey Nat,
This is disappointing. I trust the nurses will solve this problem.
If we had moved quickly here we would have had two pro clients
From: Sharon Speirs <sspeirs@thekey.com<mailto:sspeirs@thekey.com>>
Date: Mon, Jun 16, 2025 at 1:54 PM
Subject: Fwd: Installation Form
To: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
I wonder if this is because it has taken to long?
Sharon, Speirs
General Manager
Vancouver, BC
Office: 778.279.3634
sspeirs@thekey.com<mailto:sspeirs@thekey.com>
TheKey.ca <https://thekey.ca/>
Error! Filename not specified.
From: Meighen Fitzpatrick <meighen.fitzpatrick@thekey.com<mailto:meighen.fitzpatrick@thekey.com>>
Date: Mon, Jun 16, 2025 at 10:47 AM
Subject: Re: Installation Form
To: Shellie Lim <shellie.lim@thekey.com<mailto:shellie.lim@thekey.com>>, Maryham Levesque <maryham.lesvesque@thekey.com<mailto:maryham.lesvesque@thekey.com>>
Cc: Sharon Speirs <sspeirs@thekey.com<mailto:sspeirs@thekey.com>>
Hi Shellie,
I just spoke with Steven and Maryham.
Maryham spoke with John on the phone on Friday but unfortunately he ended up deciding not to go forward with Lifeguard.
Thanks
Meighen
On Mon, Jun 16, 2025 at 1:34 PM Shellie Lim <shellie.lim@thekey.com<mailto:shellie.lim@thekey.com>> wrote:
Hi Meighen,
Hope all is well. I spoke with Steven and Maryam from LIfeguard Pro last week. Do you have any information on the installation for John McIntyre?
Kind regards
Shellie
On Fri, Jun 6, 2025 at 10:55 AM Meighen Fitzpatrick <meighen.fitzpatrick@thekey.com<mailto:meighen.fitzpatrick@thekey.com>> wrote:
Hi Shellie,
Please submit this form for the Pro Care client
Form<https://share.hsforms.com/20MLd55eoSmCYwCslMT_8Cgcctbz>
Shellie Lim RN BSN MA
Client Success Manager
Mobile: 604 318-6201
Direct: 778-403-7391 ext : 1530006
Office: 778-279-3634
Email: shellie.lim@thekey.com<mailto:cgerth@thekey.com>
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