Sounds good, will do.
On Tue, Jan 16, 2024 at 11:50 AM Timothy Thomas <tt@thekey.com> wrote:
> For now, I recommend you send them the list weekly and follow up on your
> 1:1s to see how the calls went.
>
> Alternatively build a sheet with the weekly list and have them fill in
> their comments
>
> On Tue, Jan 16, 2024 at 1:47 PM Chuck Terlesky <cterlesky@thekey.com>
> wrote:
>
>> I have sent them a screenshot of the upcoming clients - but I
>> haven't followed up with them if they have called and let the clients know
>> that they will be receiving a survey. It sure would be nice if we could
>> download the report and or give them access.
>>
>> Chuck
>>
>> On Tue, Jan 16, 2024 at 9:22 AM Sharon Speirs <sspeirs@thekey.com> wrote:
>>
>>> We talked about and I showed them in analytics but to be honest I have
>>> not done great follow up on this but I will revisit this week .
>>> Thanks for the reminder
>>> Sharon
>>>
>>>
>>> Sharon, Speirs
>>>
>>> Canadian Staffing Manager
>>>
>>> 778 279 3634
>>>
>>> TheKey.ca <https://thekey.ca/>
>>>
>>> [image: TheKey]
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> On Tue, Jan 16, 2024 at 7:14 AM Timothy Thomas <tt@thekey.com> wrote:
>>>
>>>> Good morning team,
>>>>
>>>> I'm curious how this process has been going? Please let me know how the
>>>> success managers are finding the calls.
>>>>
>>>> If you haven't implemented this yet, please do so as soon as possible.
>>>>
>>>> We haven't seen a negative review in some time, so I'll assume you're
>>>> all in full compliance :)
>>>>
>>>> Thanks!
>>>>
>>>> On Thu, Dec 14, 2023 at 12:06 PM Chuck Terlesky <cterlesky@thekey.com>
>>>> wrote:
>>>>
>>>>> Sounds good - an excellent idea - our team is on board.
>>>>>
>>>>> On Thu, Dec 14, 2023 at 9:26 AM Timothy Thomas <tt@thekey.com> wrote:
>>>>>
>>>>>> Hi Team,
>>>>>>
>>>>>> I'd like to institute a new process for our NPS client surveys.
>>>>>>
>>>>>> Utilising the analytics report found here,
>>>>>> https://analytics.homecareassistance.com/office-reports/future-medallia
>>>>>> - set the location to your office and you will see a list of clients with
>>>>>> their upcoming survey dates. Carve out some time weekly to download your
>>>>>> report and deliver it to your success managers. They should proactively
>>>>>> reach out to the clients and advise them of the upcoming survey. The goal
>>>>>> here is that there shouldn't be any surprises, both from ours and the
>>>>>> clients perspective which would lead to an NPS report that blindsides us.
>>>>>>
>>>>>> We shouldn't be trying to influence their score but proactively
>>>>>> managing their expectations and listening to their concerns and coming up
>>>>>> with solutions.
>>>>>>
>>>>>> Ultimately, what I would like to avoid is what happened this morning,
>>>>>> when a client gave us a score of 0 because they were not aware of how the
>>>>>> service was going. They need to understand the implications of a low and
>>>>>> high score and how it makes our local team appear to our service quality
>>>>>> department.
>>>>>>
>>>>>> We can chat more about this on our call today.
>>>>>> Thanks
>>>>>>
>>>>>> --
>>>>>> Tim Thomas
>>>>>> Head of Canada Division
>>>>>> *Please note my email has changed:*
>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>> (514) 591-9387
>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> Chuck Terlesky B.A., CCPE
>>>>> General Manager/Regional Caregiver Ambassador for Canada
>>>>>
>>>>> 403-301-3777
>>>>>
>>>>> TheKey.ca <https://thekey.ca/>
>>>>>
>>>>> [image: TheKey]
>>>>>
>>>>>
>>>>
>>>> --
>>>> Tim Thomas
>>>> Head of Canada Division
>>>> *Please note my email has changed:*
>>>> tt@TheKey.com <tt@thekey.com>
>>>> (514) 591-9387
>>>> TheKey.ca <https://www.thekey.ca/>
>>>> [image: TheKey] <https://www.thekey.com/>
>>>>
>>>
>>
>> --
>> Chuck Terlesky B.A., CCPE
>> General Manager/Regional Caregiver Ambassador for Canada
>>
>> 403-301-3777
>>
>> TheKey.ca <https://thekey.ca/>
>>
>> [image: TheKey]
>>
>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>
Chuck Terlesky B.A., CCPE
General Manager/Regional Caregiver Ambassador for Canada
403-301-3777
TheKey.ca <https://thekey.ca/>
[image: TheKey]