--00000000000098bd0605efa2eb49 Content-Type: text/plain; charset="UTF-8" Hi Matt and Tim, Valuable feedback. We heard back why we lost the Client at Schlegel Pinehaven LTC. 1. "High pressure sale tactics." We had the impression that they wanted to start service immediately, so it was moving swiftly to close. We discussed briefly during the morning meeting. Likely this came from trying to get the contract signed to begin service. 2. Price. Schegel gave 3 options for Home Care providers, (I don't know yet which 3, my best guess would be Home Instead and Warm embrace.) The quote was $38, according to her, this was no competitive. (I did reach out to her to offer a special rate but she didn't reply, at that point they had likely already made a decision.) We also had the same feedback recently from another Schegel referral from Winston Park, that our rate quoted was not close to being comparable 3. Contract clarity. They read the contract but interrupted parts incorrectly. ---------- Forwarded message --------- From: Taylor Cleland Date: Mon, Dec 12, 2022 at 9:48 AM Subject: Fwd: Home Care Assistance To: Elizabeth Sparrow *Taylor Cleland* | Client Solution Manager *Home Care Assistance * 70 Richmond St. E | Toronto, ON M5C 1N8 Phone: 416- 488- 8777 ext. 1 tcleland@thekey.com www.torontohomecareassistance.ca ---------- Forwarded message --------- From: Louise James Date: Sat, Dec 10, 2022 at 3:27 PM Subject: Re: Home Care Assistance To: Taylor Cleland Cc: Darren Oldhamstead , Jill MacQueen Hello Taylor, Pine Haven provided us with 3 candidates for this contract. Having reviewed all 3 we came up with our choice. If I were to make any suggestions for your company, I would strongly suggest that you lose the high pressure sale tactics. You appeared to be more focused on closing the deal and getting your footprint in the door as opposed to qualifying specific needs of the client. There was never any pressure from Jill at Pine Haven to get this done. Your pricing is not competitive vs. the other choices. Upon reviewing your appendix A services for the contract that you supplied, less than 50% were applicable to our Mum's needs. Therefore, I would recommend better qualifying prior to determining price. The $10,000 placement fee was an absolute deal killer. Indicates a motivation for money more than service. Regards, Louise James Darren Oldhamstead On Friday, December 9, 2022 at 11:31:11 a.m. EST, Taylor Cleland wrote: Good Morning Louise, Thank you for your email, we completely respect your decision. We were wondering if you would be open to a conversation with us to see if there are any adjustments we can make on our end that may make you feel more comfortable considering our company for your Mother's care. We are always looking to grow and learn from our families on how we can best support our community so if there is any specific feedback you can provide it is greatly appreciated. Kind Regards, *Taylor Cleland* | Client Solution Manager *Home Care Assistan