SHINE ON ST. LOUIS AND KANSAS CITY!
ELEVATING THE CONVERSATION WITH 98% SATISFACTION
“Our Goal is Smiles on Faces”
With 3 days to go in the Satisfaction Win Back Campaign, the St. Louis and
Kansas City region is reporting phenomenal numbers coming down the
homestretch. With 114% of visits complete, this team is laser focused on
their high value clients.
Leader Renee Anter credits the team’s success with this guidance: “There
are no secrets to success–results come from hard work, dedication to goals,
preparation, and learning from failure. We are continuously driven by our
own promise to always do the right thing for clients, families, Caregivers,
and each other.” Renee and team targeted 51 high value clients with a total
Lifetime Value of $7,296,909.35.
In addition to providing exceptional service, the St Louis and Kansas City
teams achieved 98% satisfaction of their elephant and turtle clients.
CONGRATULATIONS ST. LOUIS AND KANSAS CITY!!
THE TEAM THAT MADE IT HAPPEN: Leader Renee Anter, Care Solutions Manager
Sarah Tenny (hybrid and primarily supporting St. Louis), Client Success
Manager Amy Catalina (hybrid and primarily supporting Kansas City), and the
entire St. Louis and Kansas City team.
Some of the St. Louis and Kansas City campaign highlights include:
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The highest revenue-producing client is Dr. Robert Thach, 84, from St
Louis, Missouri with over $765,395 in Lifetime Value. Robert came to TheKey
in 2020, and his Caregivers have been with him for 3 years. He now has 4
Caregivers, 24 hours per day, 7 days/week.
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The client with the longest service is Sharon Joseph, 91, from St.
Louis, Missouri. She has been with TheKey since 2016. She started care at 5
hours per day, 5 times per week and has steadily increased service.
St. Louis Team: Lacey Moore, Karla Hodge, Sarah Tenny, Amanda
Dees, Ryan Mitchell
AREAS OF OPPORTUNITY: Pivotal to the region's achievements during the
campaign, Solutions and Success Managers Sarah and Amy remained dedicated
to collaborative service delivery, using feedback as opportunities for
growth and performance improvement. Always striving to provide exceptional
client outcomes, the team meets in advance of home visits to anticipate
potential needs before adjusting or confirming the care plan. With a
vigilant eye on raising the bar, the team personalizes care management
through a continuous improvement process to add value at every opportunity.
The team prioritized:
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Valuable face to face interaction and communication with clients and
family members, taking time and not rushing through visits, resulting in
better outcomes
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Special attention to “high care need” clients to monitor status,
progress, and reset care plans and expectations to ensure all service
opportunities are being met
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Committed to upbeat and positive engagement at each and every
interaction with clients, family members, and Caregivers. The goal: smiles
on faces!
Kansas City Team: Linda Conners, Amy Catalina,
Martha Claybrook, Ashleigh Sayles
CRITICAL TO SUCCESS #1: The team values collaboration as a main driver for
success. Renee shares, “We work hard to make sure our team is aware of
satisfied and dissatisfied clients. We come up with solutions for each of
our clients to keep them happy and comfortable, and we do our best to
ensure they feel our support every day. By prioritizing listening, we are
able to clarify issues as questions arise and solve concerns by going to
the root of the problem in an efficient, caring manner.”
CRITICAL TO SUCCESS #2: During client visits, “We make it all about them.”
The St. Louis and Kansas City team prioritizes clients feeling valued and
respected. “We do our best in the hope that our clients will be forever
grateful they had us caring for them. The elderly have a lot of stories and
want nothing more than to share them. We listen and support their hopes and
passions with full hearts and a joyful approach.” Also helpful: reaching
out to clients when nothing is wrong is important. “Checking in shows we
care not only if there is a negative situation. Our clients still have a
lot to teach us when we pause.”
TECHNIQUE FOR WINNING BACK DISSATISFIED CLIENTS: The team leans on
professionalism, rapid response, quick follow through, and “keeping our
promises.” Renee shares that clients will communicate what they need and
want, but sometimes need a bit of extra care and attention to build up
trust. She says, “The hard part is not fixing something before they tell us
about it.” The team communicates daily to ensure all client issues are
being addressed in a timely manner. “We don’t lose the little details that
are unique to what clients want. We holistically address each client’s
needs and follow-up until there is satisfaction and then monitor and manage
to ensure their comfort and peace of mind.”
THAT’S THE WIN BACK WAY!!
HELPFUL HINT #1: The team relies on over-communicating as a best practice.
“Communication makes clients feel heard and cared for.” They listen to
understand issues and concerns, then follow-up and discuss developments to
stay on track.
HELPFUL HINT #2: Responding to clients before the end of the day. “Being
available to clients lets them know we are always here for them. They know
they can call and speak to a real person in our office at any time.”
SUCCESS STORY: Many clients seek care during a difficult time in a loved
one’s life. It is with tremendous honor that the team embraces end-of-life
requests for support. In Kansas City, a family sought care for beloved
family member Edwin Joseph Verette, 79. Battling disease, Edwin was
declining. Although the family and Caregivers had challenges finding a
connection, Staffing Specialist Ashleigh Sayles reinforced the importance
of not giving up, especially during the family’s time of greatest need.
Ashleigh’s perseverance, empathy, and leadership enabled a team of
Caregivers to support Edwin through his final moments in the peace and
quiet of home.
SUCCESS STORY: St. Louis area client Nan Goldberg, 82, requested
companionship care to support her challenges during a deep depression.
After meeting Caregiver Dana, Nan’s outlook completely changed. Described
by the team as happy and content with life, she looks forward to every
shift with Dana. She said, “I adore Dana. There is no one else like her.
There is absolutely nothing she could be doing better. She is truly amazing
and I want her to know that.”
TheKey applauds and thanks Renee, Sarah, Amy and the entire St. Louis and
Kansas City team for performing well above goal and delivering standards of
excellence. Kudos for achieving 118% visits scheduled, and 114% visits
complete with a 98% satisfaction rating.
THE NUMBERS – WEEK 6, DAY 37 OF THE CAMPAIGN! 3 DAYS TO GO!
Regional teams have now met and exceeded their combined goal of scheduling
3437 client visits and logged an incredible 4068 client visits, above and
beyond campaign goals Of these, 95% report they are happy with TheKey’s
services. A remaining 5% identified an issue of concern, which teams are
diligently working to rectify using the “fast track issue escalation” model.
The Satisfaction Win Back Campaign runs from March 13th - April 21st. For
questions, please contact Tiffany Silton at tsilton@thekey.com or Audra
Williams at audraw@thekey.com.
Our campaign kick off communication is linked here
<https://docs.google.com/document/d/1UfQ_kzq3SJJ5E04Tn9_CrjIFtSMQFT-pT2wmCWgGZDU/edit>
for your reference.
Thank you!
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Best Regards,
Julia Natasha Watthey, MBA
Director, Corporate Communications
TheKey
www.thekey.com
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