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PUT YOUR EMPLOYEESBEFORE YOUR CUSTOMERS

Paul Spiegelman

Consumerism is Here to Stay

Cost and quality transparency will create a level playing field in healthcare. The key driver of patient satisfaction and financial success will be customer service.

Employees Before Patients

"If you want employees to care about patients, you need to care about employees"

- Kevin RobinsonSouthwestern Vermont Medical Center

Fewer than 1 in 3 employees (29%) are

fully engaged

Source: 2008 BlessingWhite, Inc

We’re a Call Center Company

The Beryl Difference

Growth

Profit

Beryl vs. Publicly Traded CRM Companies 3 Year Average Operating Margin (2005~2007)

Other Milestones

• Attrition = ¼ of industry average

• Market Share = 90%

• Retention = 98%

“Best Company to Work For”

Dallas/Fort Worth2003 | 2004 | 2005 | 2006

America2007

Texas2005 | 2006

Beryl’s History

Position

The phases of business

How we’re doing it

Harvard Business Review Service Profit Chain

The Links in the Service-Profit Chain

Internal

Service

Quality

Employee

Satisfaction

Employee

Productivity

Employee

Retention

External

Service

Value

Customer

Satisfaction

Customer

Loyalty

Revenue

Growth

Profitibility

Operating Strategy and

Service Delivery System

• Workplace design• Job design• Employee selection

and development• Employee rewards

and recognition• Tools for serving customers

• Service concept:results for customers

• Service designed and delivered tomeet targeted customers’ needs

• Retention• Repeat business• Referral

How do you get great people?

Keys to Recruiting

• Patience• Skill vs. Fit• “Congratulations… You’re now a manager!”

Our approach to our people

Job

Career

Calling

The 7 C’s of Culture

1. Camaraderie

2. Celebrations

3. Community

4. Communication

Everyone,

I hope you are spending lots of time with your families as summer comes to a close. We just dropped off Jordan at her first day of kindergarten, and I'm sure some of you did the same! In my picture this month, you'll see one of Dylan and Jordan hanging out and playing well together as usual.

About a week ago, we got back from a two week trip to California. During the first week, I attended a number of business meetings, but we took the second week as vacation and had a great time. It is interesting that no matter where I go, I can't help evaluating the customer service experience we have. It must be in our blood! Anyway, during the first week, we stayed at a hotel in Los Angeles that we've stayed at every year for the last 4 years.

Since the last time we were there, the hotel was sold to Intercontinental Hotels, a high-end chain with a good reputation. We were excited to go back there and experience the difference. Unfortunately, the only thing that went up were the prices. As a Hyatt, we would always get a note welcoming us back. No notes this time. As a Hyatt, they'd always ask what type of newspaper we wanted in the morning. No one asked this time. As a Hyatt, the housekeeping staff would always convert the couch into a pull-out bed for Jordan. Not this time. As a Hyatt, we got two complimentary bottles of water at turn down each night. Nothing here. I even talked to some of the employees and they told me that things weren't like they used to be.

Thanks for all that you do.

5. Caring

From: Morrow Lara (Human Resources) Sent: Thursday, September 06, 2007 4:31 PMTo: Shipp Lance; Spiegelman PaulCc: Carter Tracey (Human Resources); Pryor AndrewSubject: Beryl Cares

Allan FollettProvider Services Call Advisor (New BBB member)

                                              Allan had surgery on his Achilles tendon.  It is a sports injury.  He will be out a few weeks.  Flowers sent. 

Lara Morrow         Queen of Fun and Laughter

6. Commitment to Learning

7. Consistency

Internal Branding

Entitlement mentality

Outside talentBuilding structureRumors

Get rid of those that don’t believeMake the tough decisions

Stay the course

Dealing with Challenges

How to keep it going…

You have a choice:

Can this work at a hospital?“I have employed the same concepts you discuss to transform the culture at our hospital and I am pleased to report that everything that matters to hospitals - quality, safety, associate satisfaction/turn over, market share, strategic growth and surprisingly - finances - have responded well to these methods. The comment I hear most often in the community? "I notice now that the staff at your hospital smiles!"

John Mitchell

Leader/CEO

Grays Harbor Community Hospital

How can you take this back to your company?

CredibilityRespectFairness

PrideCamaraderie

Does Culture have an ROI?

Over a 10-year period ending in 2006:• Firms of Endearment returned 1,026% to

shareholders• “Good to Great” companies returned 331% to

shareholders• S&P 500 companies returned 122% to

shareholders

Ten ways to make your employees smile

1. Give them a voice2. Pay them fairly3. Recognize and reward4. Offer opportunities for advancement5. Support out-of-the-box semantics6. Infiltrate the workplace with fun7. Walk the talk8. Send a handwritten note9. Create traditions10. Open your heart

www.whyiseveryonesmiling.com

paul.spiegelman@beryl.net

“Keep it in the Big Ring”- Barry Spiegelman

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