--000000000000aa628605efa4bb85 Content-Type: text/plain; charset="UTF-8" Thank you Beth. @Timothy Thomas This is another Schlegel account and from last Friday's huddle meeting, my understanding from Allison and Beth is that this was a done deal. As discussed during Amanda's case with The Kensington, Oakville, (a few weeks ago), we need HCLs and/or Client Success Manager to take over such scenarios. My recommendation is to offer the same pricing as we have in the Schlegel contract for private client services. Thoughts? Best regards, Matt Matt Vijayan, B.Sc., MBA, CCPE Director of Sales, Canada *Please note my email has changed:* mvijayan@TheKey.com TheKey.com [image: TheKey] On Mon, Dec 12, 2022 at 10:11 AM Elizabeth Sparrow wrote: > Hi Matt and Tim, > > Valuable feedback. We heard back why we lost the Client at > Schlegel Pinehaven LTC. > > 1. "High pressure sale tactics." We had the impression that they wanted > to start service immediately, so it was moving swiftly to close. We > discussed briefly during the morning meeting. Likely this came from trying > to get the contract signed to begin service. > 2. Price. Schegel gave 3 options for Home Care providers, (I don't know > yet which 3, my best guess would be Home Instead and Warm embrace.) The > quote was $38, according to her, this was no competitive. (I did reach out > to her to offer a special rate but she didn't reply, at that point they had > likely already made a decision.) We also had the same feedback recently > from another Schegel referral from Winston Park, that our rate quoted was > not close to being comparable > 3. Contract clarity. They read the contract but interrupted parts > incorrectly. > > ---------- Forwarded message --------- > From: Taylor Cleland > Date: Mon, Dec 12, 2022 at 9:48 AM > Subject: Fwd: Home Care Assistance > To: Elizabeth Sparrow > > > > *Taylor Cleland* | Client Solution Manager > > *Home Care Assistance * > 70 Richmond St. E | Toronto, ON M5C 1N8 > Phone: 416- 488- 8777 ext. 1 > tcleland@thekey.com > www.torontohomecareassistance.ca > > > > ---------- Forwarded message --------- > From: Louise James > Date: Sat, Dec 10, 2022 at 3:27 PM > Subject: Re: Home Care Assistance > To: Taylor Cleland > Cc: Darren Oldhamstead , Jill MacQueen jill.macqueen@schlegelvillages.com> > > > Hello Taylor, > Pine Haven provided us with 3 candidates for this contract. > Having reviewed all 3 we came up with our choice. > > If I were to make any suggestions for your company, I would strongly > suggest that you lose the high pressure sale tactics. > You appeared to be more focused on closing the deal and getting your > footprint in the door as opposed to qualifying specific needs of the > client. > There was never any pressure from Jill at Pine Haven to get this done. > Your pricing is not competitive vs. the other choices. > Upon reviewing your appendix A services for the contract that you > supplied, less than 50% were applicable to our Mum's needs. > Therefore, I would recom