--000000000000b3b4e10641b20b87 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sincerely appreciated Thank you Sharon Sharon, Speirs General Manager Vancouver, BC Office: 778.279.3634 sspeirs@thekey.com TheKey.ca [image: TheKey] On Tue, Oct 21, 2025 at 2:36=E2=80=AFPM Chris Gerard wrote: > Approved. > > Thanks Sharon > > Sent from my iPhone > > On Oct 21, 2025, at 1:26=E2=80=AFPM, Sharon Speirs w= rote: > > =EF=BB=BF > Hi Chris and Melissa, > > I am writing to share urgent client feedback regarding the recent rate > increase notification. Three clients have contacted me directly and > expressed significant concern; I want to ensure we address these issues > proactively. > > A common theme among those who contacted me, particularly in the Victoria > area, is that they began service in February 2025 (approximately eight > months ago). They do not view this increase as "annual," as it does not > align with their anniversary date. > > Below are the details of specific client cases I have handled thus far: > > **1. Klaus Hoffman** > * **Service Start Date (SOC):** February 3, 2025 (8 months). > * **Contacts/POAs:** Lorea Chilton (stepdaughter) and her brother. > * **Current Situation:** I recently spoke with Lorea, who is highly > stressed about the new hourly rate. While she is adamant that care > continue, her brother wishes to cancel due to financial constraints, > exacerbated by the slow sale of the client's home in the soft Victoria > market. > * **Business Decision:** I lowered the rate by $1.00 to $44.00/hour. This > adjustment prioritizes client well-being and retention while demonstratin= g > respect for their tight financial situation. The rate increase letter > directly contradicted my efforts to maintain this valuable client > relationship. > * **Status:** Receiving 33 hours/week at $44.00/hour (50% margin). Weekly > billing is $1,546.00; lifetime revenue is $36,971.63. > > **2. Lynol and Shirley Mack** > * **Service Start Date (SOC):** February 3, 2025 (8 months). > * **Contact/POA:** Brent Mack (son). > * **Current Situation:** Brent had previously negotiated rates to keep hi= s > parents at home, as accountant estimates suggest their funds will run out > in four years. He was quoted $46.80/hour initially and expected an annual > increase after one year. He was extremely upset by the premature increase > and felt the previous owner had taken advantage of him. Despite being hap= py > with our service, he is now exploring alternative agencies because he fee= ls > the current arrangement is unsustainable long-term. > * **Business Decision:** I reached out to Tim, and we decided to lower > their rates to $43.50/hour for daytime shifts and $45.00/hour for > overnight. I believe increasing each day part rate in February 2026, afte= r > the one-year mark, would be appropriate as normal business practice for > this involved family who strongly wishes to keep their parents at home. > * **Status:** Receiving 1