--0000000000002ab1ee064b492403 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Jessica, As we move forward with your new role starting on March 9th, I wanted to take a moment to outline the key areas of focus and how we=E2=80=99ll asses= s your progress over the next six months. These areas are critical not only for your development but also for potential consideration for a raise in the near future. Here are the specific areas we'll be focusing on: 1. *Assessment of Closed Clients* Your ability to convert assessments into clients is essential. We expect you to convert at least 80% of your assessments into clients. For exampl= e, if you conduct 10 assessments and successfully close 8 of them, it would demonstrate a high level of effectiveness in your approach. 2. *Client Retention* This involves maintaining relationships with clients and ensuring they stay with us for more than 4 months or increase their hours due to additional services. For example, if a client maintains or increases the= ir hours because they=E2=80=99re satisfied with the services you're providi= ng, it=E2=80=99s a sign you=E2=80=99re fostering strong, long-term relationships. 3. *Polished Communication* This refers to how clearly and professionally you communicate with clients. If you're able to answer difficult client questions without hesitation, explain the core benefits of Thekey and not ask Shawntel or me for clarification when needed, it demonstrates strong, polished communication. 4. *Intake Calls* We will use CallRail to review your intake calls and assess your ability to effectively close clients. Your ability to engage prospects and articulate our offerings clearly and confidently will be key to this assessment. 5. *Customer Service* We will monitor your Medallia scores from clients to assess your customer service. High satisfaction ratings reflect that you=E2=80=99re = providing the level of care and responsiveness that we expect from our team. 6. *Service Level Agreement (SLA) Compliance* Your ability to meet the Service Level Agreement (SLA) is crucial. This includes consistently hitting your SLA targets and ensuring that client visits are documented and scheduled in your calendar on a weekly/monthly basis. Finally, *documentation* plays a significant role in your success. Keeping accurate, detailed records of client interactions, sales processes, and follow-ups will be crucial in demonstrating your impact and securing a potential raise. I=E2=80=99m confident that with your dedication and focus, you=E2=80=99ll d= o exceptionally well in these areas. We=E2=80=99ll review your progress in 6 months to eval= uate performance and potential raise. Looking forward to seeing your continued growth as a CSM. Regards, Chuck --=20 Chuck Terlesky B.A., CCPE General Manager Calgary, Alberta Calgary: 403-301-3777 TheKey.ca [image: TheKey] --0000000000002ab1ee064b492403 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: qu