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  • Watch in presentation mode. Do you want to show numbers? If so, I’m picturing something like this with more detail. And I should have a better Inc 5000 logo in the next week or two.
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    1. 1. PUT YOUR EMPLOYEES BEFORE YOUR CUSTOMERS <ul><li>Paul Spiegelman </li></ul>
    2. 2. Consumerism is Here to Stay <ul><li>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. </li></ul>
    3. 3. Employees Before Patients <ul><li>&quot;If you want employees to care about patients, you need to care about employees&quot; </li></ul><ul><li>- Kevin Robinson </li></ul><ul><li>Southwestern Vermont Medical Center </li></ul>
    4. 4. Fewer than 1 in 3 employees (29%) are fully engaged Source: 2008 BlessingWhite, Inc
    5. 5. We’re a Call Center Company
    6. 6. The Beryl Difference
    7. 7. Growth
    8. 8. Profit Beryl vs. Publicly Traded CRM Companies 3 Year Average Operating Margin (2005~2007)
    9. 9. Other Milestones <ul><li>Attrition = ¼ of industry average </li></ul><ul><li>Market Share = 90% </li></ul><ul><li>Retention = 98% </li></ul>
    10. 10. “Best Company to Work For” Dallas/Fort Worth 2003 | 2004 | 2005 | 2006 America 2007 Texas 2005 | 2006
    11. 11. Beryl’s History
    12. 12. Position
    13. 13. The phases of business
    14. 15. How we’re doing it
    15. 17. 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 <ul><li>Workplace design </li></ul><ul><li>Job design </li></ul><ul><li>Employee selection and development </li></ul><ul><li>Employee rewards and recognition </li></ul><ul><li>Tools for serving customers </li></ul><ul><li>Service concept: results for customers </li></ul><ul><li>Service designed and delivered to meet targeted customers’ needs </li></ul><ul><li>Retention </li></ul><ul><li>Repeat business </li></ul><ul><li>Referral </li></ul>
    16. 19. How do you get great people?
    17. 20. Keys to Recruiting <ul><li>Patience </li></ul><ul><li>Skill vs. Fit </li></ul><ul><li>“Congratulations… You’re now a manager!” </li></ul>
    18. 21. Our approach to our people Job Career Calling
    19. 22. The 7 C’s of Culture
    20. 23. 1. Camaraderie
    21. 31. 2. Celebrations
    22. 34. 3. Community
    23. 36. 4. Communication
    24. 39. 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.
    25. 41. 5. Caring
    26. 42. From: Morrow Lara (Human Resources) Sent: Thursday, September 06, 2007 4:31 PM To: Shipp Lance; Spiegelman Paul Cc: Carter Tracey (Human Resources); Pryor Andrew Subject: Beryl Cares Allan Follett Provider 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
    27. 45. 6. Commitment to Learning
    28. 49. 7. Consistency
    29. 50. Internal Branding
    30. 53. Entitlement mentality Outside talent Building structure Rumors
    31. 54. Dealing with Challenges Get rid of those that don’t believe Make the tough decisions Stay the course
    32. 55. How to keep it going…
    33. 56. You have a choice:
    34. 58. Can this work at a hospital? <ul><li>“ 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? &quot;I notice now that the staff at your hospital smiles!&quot; </li></ul>John Mitchell Leader/CEO Grays Harbor Community Hospital
    35. 59. How can you take this back to your company?
    36. 60. <ul><li>Credibility </li></ul><ul><li>Respect </li></ul><ul><li>Fairness </li></ul><ul><li>Pride </li></ul><ul><li>Camaraderie </li></ul>
    37. 61. Does Culture have an ROI? <ul><li>Over a 10-year period ending in 2006: </li></ul><ul><li>Firms of Endearment returned 1,026% to shareholders </li></ul><ul><li>“Good to Great” companies returned 331% to shareholders </li></ul><ul><li>S&P 500 companies returned 122% to shareholders </li></ul>
    38. 62. Ten ways to make your employees smile
    39. 63. <ul><li>Give them a voice </li></ul><ul><li>Pay them fairly </li></ul><ul><li>Recognize and reward </li></ul><ul><li>Offer opportunities for advancement </li></ul><ul><li>Support out-of-the-box semantics </li></ul><ul><li>Infiltrate the workplace with fun </li></ul><ul><li>Walk the talk </li></ul><ul><li>Send a handwritten note </li></ul><ul><li>Create traditions </li></ul><ul><li>Open your heart </li></ul>
    40. 64. [email_address]
    41. 66. “ Keep it in the Big Ring” - Barry Spiegelman