internal customers - is anyone listening?
DESCRIPTION
What RCT homes are doing to engage staffTRANSCRIPT
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Internal customers – Is anybody listening?
Elin Price, RCT Homes.
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Captive audience
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Our audience
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Why engage?
Customer facing
Staff moral (sickness days; productivity; turnover)
Staff “buy in” – vision and values
Feedback and improvements
Message delivery
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Communication vs engagement
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88% of staff have heard of Esteem
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75% of staff would use Esteem
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Internal comms analysis
For each area of communication, office staff are 48% more likely to be aware of the activity & be engaged than HMU staff.
Written communication is either not disseminated or not read amongst HMU teams.
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Communication methods
Intranet
Face to face
Newsletters
Pod casts
Team meetings
Road shows
Telephone
Competitions
Staff conferences
Texts
Posters
Letters
Publicity material
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Creativity in internal communications
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Background
Performance figures
Accountability
Individual pride and motivation
Tenant satisfaction
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Our plan....
Campaign to achieve the following:
Keep targets / performance front of mind
Instil pride in work done well
Reinforce message of accountability and individual responsibility
Customer experience focus
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Audience
Mobile
Limited computer access
Peer pressure
Period of change
Campaign must be inclusive of all 330+ staff
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Job Well Done
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Campaign messages
Targets have a purpose
Individual impact
Job well done = job satisfaction
Focus on tenant satisfaction
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Launch
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Launch
Soft launch – Customer Service Week (5th - 9th October)
Dartboard – Job Well Done bull’s eye. Travel to all sites and offices. Bull’s eye = prize.
Campaign launched to team leaders & reinforced at team briefs
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Methods -
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Loyalty card
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Targetometer
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Practicalities
3 specific targets chosen for each team
Milestone targets for those measured quarterly
Tie in to compliments procedure
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Evaluation
Key Performance Indicators
Customer compliments / complaints
Staff engagement in campaign
Productivity
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Successes
Sickness rates – reduced by 50% in some areas
Allocations
Property inspections
Membership
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Work in progress...
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Over to you...
Challenges/solutions within your organisation.
In groups outline:
Two “hard to reach” teams
One quick win for each
One long term strategic approach