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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
“Keep it in the Big Ring”- Barry Spiegelman