--000000000000b4c4570641116e08 Content-Type: multipart/alternative; boundary="000000000000b4c4560641116e07" --000000000000b4c4560641116e07 Content-Type: text/plain; charset="UTF-8" Hi again team! Thanks to all for your continued use of Client Experience Alerts. I wanted to provide a couple of reminders this week regarding overall CEA management, before sharing another big win from the field! - Client Experience Alerts must be Closed in SalesForce, with a detailed plan of service recovery and fields updated to reflect that the alert has been resolved. We are working on automated reminders to help with management here - in the meantime please be checking and reminding peers for their support in CEA resolution. [image: image.png] - In order for a CEA to be closed, all fields must be filled, and the client status must be changed to either green (client recovered) or red (client lost). We would not expect a CEA to be closed that still required action from the field, leaving the status in either orange or yellow. [image: image.png] - As always, if you have any questions, please join us for weekly office hours on *Tuesday from 10am - 11am PST, 1pm-2pm EST, or Wednesday from 2pm-3pm PST, 5pm-6pm EST* - or reach out to Bee Scherer or Megan Harris directly. Moreover, I am so excited to share another huge win from last week's CEA submission! A big shout out to the Boca Raton team and their win with client Sharon A: The first shift presented a significant service challenge, which ultimately became a catalyst for positive change and growth. The disruption began with a 45-minute late caregiver arrival, immediately setting a poor tone. This was compounded by poor performance from the CG on shift, who was not proactive, failed to stay engaged with the client and new caregiver, and spent time on their phone, leading to understandable client dissatisfaction. The issue escalated when the client did not use the main office number but instead texted the CSM's work cell at 9:15 PM to request a replacement for the following day. Since the text was received late, the information wasn't immediately passed to the on-call team, creating a staffing scramble the next morning. Rather than becoming frustrated, the Boca Raton team came together and executed fantastic service recovery: Sunnye went to the client's house to cover a portion of the shift, while the staffing team back at the office focused on sourcing a good replacement with a strong understanding of the client's care plan and expectations. Sunnye was there to facilitate a good hand off and introduction with the client, resulting in an overall positive outcome despite a challenging start to care. This situation provided the perfect opportunity to demonstrate our commitment to quality. The immediate intervention by Sunnye, and the subsequent placement of an exceptional replacement night caregiver completely transformed the client's perception, directly leading to the conversion of the short-term booking into *ongoing,