This newsletter provides summaries of articles about customer service from Grifols PlasmaCare employees. It includes short articles describing examples of good customer service experiences and discussing the importance of meeting customer expectations, listening to customers, and ensuring a positive customer experience. The newsletter emphasizes treating customers with respect, courtesy, and understanding in order to build loyalty and encourage return visits. It also includes a self-evaluation for employees to rate their center's customer service.
1. Grifols PlasmaCare Quarterly
Q U A R T E R L Y
Image retrieved from www.wordle.net
Newsletter for Grifols PlasmaCare employees and partners
CUSTOMER
SERVICE
Empathy
Respect
Communication
Understanding
Professionalism
Patience
Customer Service The Newest Members
to our Team
In Our Community
PAGE 3 PAGE 8 PAGE 10 OCTOBER 2010
www.PlasmaCare.com
3. Grifols PlasmaCare Quarterly 3
When the newsletter committee assigned me this article, I first thought of writing about a personal experience that left me
satisfied or the customer satisfied, like the experience Tak had at a seminar. As usual, she was cold and was wrapped up
trying to stay warm because seminar rooms are normally kept on the cool side in an attempt to keep people from getting
sleepy. Anyway, Tak suffered though the first day. But, to her surprise, the next morning someone had provided a heater
and had her spot labeled so no one else could take it. She obviously was satisfied with the outcome when she arrived and
this seminar was a better experience, but she was not 100% satisfied. This was only one encounter throughout the four day
seminar. We had another experience at a chain restaurant in Birmingham. The waiter we had loved life and entertained
us throughout the entire dinner. So in this case, the service and the product were excellent, compared to Tak’s earlier case
where only the service after she froze was good. Still, not everyone in the restaurant was satisfied. We were having such a
good time that the other tables were requesting our waiter. This meant they were not satisfied with their service because
they perceived someone else had better service.
Another example is Delta Airlines. We are often scheduled to fly with them and it seems on every possible encounter they
find new ways to ruin the experience. Because of this lack of service, they leave us sitting in the airports. We learn to ex-
press our opinion by creating marketing slogans for them ( Delta=Defective Equipment and Lazy Terminal Agents /
Delta=Doesn’t Ever Leave the Airport). Our dissatisfaction in this case comes from the experience. These problems are
more recent as the airlines have cut cost. They are cutting the very fabric that could win them business because of cus-
tomer loyalty. Now they are just another overpriced airline. So, as we discuss this topic, it becomes more focused on the
encounters each of us have. But this is only looking at one person or group, looking only at one event, and at a specific
time.
How much dissatisfaction was created in Tak’s case? The staff noticed she was freezing, but how many other people had
issues that were not dealt with? In the restaurant, as stated , some people were requesting our waiter, but how many peo-
ple wanted to go out for a quiet dinner and had to listen to us enjoy ourselves? So, as a business, we will not achieve 100%
satisfaction. It’s a good talking point but not realistic.
What is relative is that we focus on the needs of the customers. We must treat each and every customer with the upmost
RESPECT, from the HEART and we all must be consistent in the eyes of our customers (donors). Our service is our prod-
uct, so that is why we must make each encounter for each customer, every day, a positive and rewarding experience.
The questions I would like your groups to discuss:
• What are you known as today? (Like the Delta example)
• What do you want to be known as?
• On a scale of 1-10, with 10 being the highest, how would you rate your
product? Do this individually then discuss the gaps in the rating to under-
stand the difference.
• How do you think the customers would rate you?
• How would you rate this article (1-10)?
Please forward your results by center to Sandy (scruz@plasmacare.com) to
be published in the next newsletter.
Thanks,
Todd
Customer Service
4. 4
If I go to a fast food restaurant, my expecta-
tion is that it will be fast. I also expect
that I will be handled with courtesy, the
order is accurate, the facility is clean and
the food tastes as I expect it to taste. If my
expectations are not met, I just will not
come back. What do the customers of a
plasma center expect?
They know the process is not fast, but they
expect to be processed in a timely manner.
They expect to be handled with courtesy. If
they are a new customer, they know noth-
ing about our process and must be guided
carefully through the process. Get them
done as soon as possible. If they are a re-
turn customer, they know what to expect
and will expect you to take care of them in
a timely manner. They all expect courtesy.
They are the customer. You are not doing
them a favor; they are doing one for us.
They expect a smile and attention. They do
not expect you to tell them how busy you
are or listen to you talk to a fellow em-
ployee, while they wait to be serviced.
They should be happy with the experience
when they leave. They expect you to be
careful with their processing:
• Enter the values in PCCS correctly and
accurately.
• Prep their arm correctly.
• DC them when they are finished.
• Pay them accurately.
• They will know if you are professional.
They expect the facility to be organized and
clean. It should be so clean that they actu-
ally notice that it is clean. They know that
the process of being stuck is painful. They
expect that you will perform these tasks
accurately the first time to minimize the
number of times they have to experience
the pain. What will happen if these expec-
tations are not met? They will not come
back.
What happens then? They tell their friends
not to come to our facility. Production goes
down. Bonuses are cancelled. Jobs are
lost. Our customers are not expecting any-
thing that you would not expect when you
enter a good business. If you meet their
expectations, they will come back. If you
exceed their expectations, they will tell
their friends to come in as well.
Listening Goes A
Long Way
By: Sara Schaefer
Here at Franklinton, we pride ourselves on
reaching out to our customers through
customer education and quality customer
service. By listening to our customers
without judgment, relating to them,
promptly and effectively addressing their
concerns, and informing them as to why
we have the policies and procedures we do,
we are able connect with our customers on
a personal level which prompts them to
return time and time again.
I recently witnessed a prime example of
the approach we try to make with each
individual customer. One of our Reception
Screeners was processing a new customer
who had an address that came up as a
match in our Unacceptable Address Book.
Instead of simply explaining the policy to
the customer, asking them to come back
once they’ve moved, and sending them on
their way this Reception Screener went a
few steps further. She asked the customer
to hold on for a few minutes and retrieved
information she had recently acquired and
relayed it to the customer. She gave him
numbers and locations of agencies that
help people in his situation, names of com-
panies who are hiring for the upcoming
holiday season, as well as information on
transportation for him and his family to
get to these places. She encouraged him
and told him to hang in there, that things
would get better. And when he left he said
“Thank you so...so...so... much” and you
could tell that he truly was thankful that
she took the time to relate to him and help
him in any way she could. That customer
will never forget his experience here be-
cause of her kindness, and I would feel
comfortable betting that he will be back
one day.
By listening to our customers, not just
hearing them, but truly listening to their
questions, concerns, compliments, we are
able to provide them with customer service
they may not find anywhere else. It is
easy to become distracted when things get
busy, the phone is ringing, charts need
pulled, donor checks need done, and cus-
tomer service can easily be compromised
as a result. We must remember, we are
here for the customers. They are our num-
ber one priority from the time we walk in
the door to the time we leave. If we simply
take the time to acknowledge our custom-
ers as individuals and listen to what they
need from us, it will keep our customer’s
coming back again and again.
“ Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong.”
DONALD PORTER
By: Robert Rave
5. Grifols PlasmaCare Quarterly 5
CUSTOMER SERVICE
Customer service revolves around providing and
delivering high quality service and assistance be-
fore, during, and after customer’s needs and re-
quirements are met. When this occurs, it is more
likely that customers will return to your business
regularly when they need to utilize the service you
offer. Some of our customers have experienced
what collecting plasma is all about.
Having positive, polite, caring, and friendly atti-
tudes, being treated fairly, using communication
skills that make them feel welcome and that their
patronage of our business really matters, is impor-
tant in maintaining a good rapport to keep them
coming back. Warm smiles when speaking to peo-
ple, eye contact, and making them feel they come
first are elements of good customer service.
One of the best forms of customer service in to-
day’s age of so much technology is having a live
person answer the phones, as opposed to some ro-
bot recording. Listen to our customers when they
talk, answer their questions pleasantly, no matter
how trivial they seem to you. Make sure all their
needs are met before they hang up or leave your
business. No one likes complaints, but when you
get one don’t shrug it off. Deal with it as best you
can and staff should be helpful, courteous and
knowledgeable to effectively handle complaints,
and problems.
Having promotions are great for giving customers
something back and some incentives to come back
to your center. Customer service is not just a set of
actions, smiling, greeting the customer, asking if we
could help. It’s a process. Our efficiency and fair-
ness in the way your services are delivered. It’s a
good idea to review your customer service delivery
from time to time to determine how it could be
improved or if any changes need to be made.
Customer service adds value to your business and
could build lasting relationships when the interac-
tion between you and the customer is positive and
pleasant. Customer service should not meet the
needs of its customers, but exceed them constantly;
making them feel they are an individual rather than
a group or part of a group. This is especially wel-
comed in a place like Grifols where part of the cus-
tomer’s time may be spent in a not so comfortable
procedure.
Remember that a person is not necessarily inter-
ested if you’re giving good service to someone else,
but more concerned if you are giving them good
service all the time.
Customer Service is a universal business
principle that is based on the concept of
treating others as we wish to be treated.
Customer Service, we all have had and still
have to deal with it in some way everyday.
Everything we do at our Center has the
Customer in mind. The outside appearance
makes a difference whether a person just
walks by or comes in to inquire about the
donation process.
The interior of the building must appear
clean, organized and friendly. The staff
must appear highly professional and courte-
ous. A person can go to any establishment
and if they are not greeted in a friendly
manner they will not want to return to that
place.
Here in Milwaukee, we are located in what
they call the central part of the city. We
have three external centers that we commu-
nicate with. For example, sending and re-
ceiving our customer checks in a timely
manner is extremely important. When we
have a delay in receiving our customer
checks from the other centers, informing
the customer of what is going on makes a
big difference from having a customer be-
come irate to being patient and understand-
ing. When a customer fails his or her HCT
or Protein we give them the information on
a proper diet according to our procedures.
When they return and make it through they
always thank us and inform us they took
the advice that was given to them.
We as Supervisors in Milwaukee try to lead
by example. We aspire to mentor, encour-
age, listen, and understand our customers.
If we do not educate our employees about
good customer service and what it means,
how can we hope to provide it? We, as
Supervisors, must be able to realize when
our employees need a helping hand in order
to provide the service we promise to give.
We will register, screen, and pull charts, DC,
wipe beds down, monitor a section, draw
samples, complete worksheets or whatever it
takes to keep the process going. Informing
the customer of any delays in a friendly man-
ner makes all the difference in the world.
Providing good customer service goes hand
in hand with the quality of the product we are
producing. It shows that we care about the
customers and the service we provide, and
the product we are producing. The customer
is the reason we are here. Every effort should
be made to provide the best customer service
possible. Good customer service is the foun-
dation of all business. When a customer
leaves the neighborhood grocery or IBM
Corporate Offices with a smile, it means “job
well done.” Let us never forget, the customer
is our greatest asset. Treat him or her with
dignity and respect!
“The quality of our work
depends on the quality of
our people.”
UNKNOWN
Milwaukee’s Take on
Customer Service
By: Helen Neely, Willie Thomas,
Yanika Johnson & Valorie Turnipseed
What Customer Service
Means to Us at 250
By: Kelly Harris & Jeff Pinkstin
“If we don’t take care of our cus-
tomers, someone else will.”
UNKNOWN
“We aspire to mentor,
encourage, listen, and
understand our
customers.”
6. 6
CUSTOMER SERVICE
The Importance of
Customer Service
By: Derek Ortiz
Employees need to have a clear under-
standing of what their organizations ex-
pectations are in order to provide good
customer service! I believe that all em-
ployees should attend a Customer service
training course. Customer service is an
ongoing process that needs to be incor-
porated into the organization’s culture
and a way of doing business.
Without qualified and well trained em-
ployees committed to strong customer
service all of our efforts to please will be
fruitless. Good customer service training
will be based on the needs of our organi-
zation as well as the skill level of our em-
ployees. We all have the power to create
a positive experience for our customers.
When working as a team we need to
have good communication. This allows
employees to be able to provide a high
standard of quality work ensuring quality
customer care and service. It is critical to
make sure that our whole value proposi-
tion is clear and is consistently delivered.
When customers witness employees
working well together in providing a level
of care this assures the customer that the
employees are working in their best inter-
est.
Before we can improve customer service,
we need to find out what it’s like at this
point and time for customers/clients to
do business with us. The best way to do
this is to interview or survey our custom-
ers/clients.
This provides suggestions for eliciting
feedback from our customers. This is
designed for businesses that have face- to
- face interactions with customers.
We can also focus on the different cus-
tomer service interactions that are most
common in our business. Three exam-
ples can be how we answer the phone,
customer wanting help, and customer
making a return visit or how we handle a
customer complaint. If we assess how
well we (the staff) are handling the cus-
tomer service performance we will know
how our customer service measures up
and what needs to be done differently to
provide quality customer service!
Employees need to
have a clear under-
standing of what their or-
ganizations expectations
are in order to pro-
vide good customer
service!
““
DID YOU KNOW????
• 300% more people will know about your bad service from dissatisfied Customers than your good service
from satisfied Customers.
• If you can resolve an issue or fix a problem of a complaining Customer, 80% of this kind of Customer will
come back.
• It can cost five times more to buy new Customers than retain existing ones.
• Why Customers Quit Coming:
1% die
3% move away
68% quit because of an attitude of indifference towards the Customer by the staff.
14 % are dissatisfied with the product.
9% leave because of competitive reasons.
• It takes 12 positive service incidents to make up for 1 negative incident.
• For every Customer who bothers to complain, 26 other Customers remain silent.
Data retrieved from http://www.customerservicemanager.com/customer-service-facts.htm,http://customerservicetools.blogspot.com/2005/08/20-customer-service-facts-you-should.html
7. Grifols PlasmaCare Quarterly 7
On Monday September 27th, all Quality Techni-
cians attended our annual meeting at the corporate
office. This meeting was a little different from pre-
vious meetings because we were assigned sections
of the PCPM that had to be presented at the meet-
ing along with your assigned partner. The presen-
tations were presented in a poster form that out-
lined the procedure in a flow chart format. This
method opened up room for discussions, questions,
opinions, statements and debates. Even though
these sessions sometimes lasted a full hour, many
questions were answered and misunderstandings
were addressed. I think we all took this opportu-
nity to voice our opinions, vices and frustrations.
There were also activities that were devel-
oped to help us to think “outside the box”. I per-
sonally learned to be more objective and not be so
narrow-minded when analyzing situations. We
also talked about customer service and how it af-
fects the entire organization. We as quality pro-
vide a service to the company as a whole and we
are responsible for maintaining good customer
service through teaching, mentoring and listening.
Another great tool I learned was the 7 habits that
were presented by Philip Nixon. This taught me
that change starts with me. In order to be under-
stood you must first understand.
All in all this was the most productive meet-
ing that I have attended in a long time. Through-
out the shouting, laughing and even tears being
shed, it was evident to me that all the QT’s that
attended were passionate and cared about the suc-
cess of their center. I met many new friends and
got to see my old ones, but at the end of the day it
was a beautiful experience.
2010 Annual Quality
Technician Meeting
By: Chauntia Roberts
PlasmaCare Employees at The Annual
Quality Training 2010
What an Experience
By: Amelia Hunt
This instructive business meeting was quite an experience for
me. I learned a lot about procedures I previously only had a perfunc-
tory understanding of. Every member of our corporate office assisted
in the daily training to give us that piece of comprehension we were
lacking. I believe the conception of the meeting was not only to talk
about the PCPM but to make sure we all (quality dept.) had a clear
awareness and know the why behind the why on how we do things at
PlasmaCare.
The staff at the corporate office were a magnificent help, es-
pecially Sandy. The highlight of the meeting was being given the op-
portunity to address individual training and quality concerns. This
meant a lot to me! Todd W., Todd M., Tak, and Pat Tate were par-
ticularly concerned about the noticeable lapses in our center quality
systems. Each took a hands on approach in attempting to construct
positive solutions. We expressed our point of view, they understood
our issues, and put an action plan into place in a split second! Just
when we felt like nobody really cared……
When all was said and done, each member of quality knew or
understood how to practice personal accountability; what to really ask
to eliminate blaming, complaining, procrastination, and also how to
prioritize your obligations and responsibility from urgent to not so
urgent.
We all should have taken a valuable tool away from this
meeting. “Be the change you want to see in the world” or “P.U.S.H. =
Push Until Something Happen! I hope next years quality meeting will
be very intriguing like it was this year. I am thankful for all the time
and energy everyone took to assist me with my lopment: James V.,
Todd M., Todd W., Tak, Mrs. P, Brian F, & Fredrick W. QT: 202,
205, 216, 230, & 250. Most Definitely Mrs. Pat Tate!!!!
8. 8
SELF INTRODUCTION
The Newest Members to our TeamThe Newest Members to our TeamThe Newest Members to our TeamThe Newest Members to our Team
Administrative
Assistant
By; Sandibel Cruz
Hello! My name is Sandy Cruz. I joined the
company August 2, 2010. I am the new Ad-
ministrative Assistant for PlasmaCare. My duties
include receptionist, telephone operator, and admin-
istrative support for PlasmaCare. I have a degree in
Culinary Arts from Johnson & Wales University in
Rhode Island. While at my desk in the office, you
can tell Culinary Arts is not the career path I’ve
taken. I sit on a balance ball chair. It’s great for
strengthening core muscles and improving spinal
alignment. I dare you to give it a try.
Come with me and take a walk in my shoes for a
day. I arrive at the office around 8am. I check the
fax machine for any incoming faxes. Once my com-
puter is up and running, I check my e-mails for any
travel requests, ID badge requests, or customer
feedback. I answer the phones as well as assist
Todd, Teresa, and anyone that needs an extra pair
of hands. I also assist Ray with the Risk Manage-
ment Claims. I stay pretty busy, but I enjoy work-
ing with the group of people that make up the Plas-
maCare team.
When I am not sitting on my
balancing ball chair at work,
I enjoy reading a good book,
relaxing listing to my hus-
band play his guitar. We
love hosting parties at our
home. When we are not
hosting parties, we are al-
ways on the go. We enjoy
traveling, camping, watch-
ing sports, and visiting my
home state New Jersey.
That is what I do at Plas-
maCare and a little bit of
whom I am. Nice to meet
you!
Materials Management
Specialist
By: Sheila Sullivan
My name is Sheila Sulli-
van and I joined PlasmaCare
in June 2010 as the Materials
Management Specialist. My
workday begins 8:30 am and
approximately ends around
6:00 pm. My responsibility as
the MMS refers to the overall
basis of purchasing, with em-
phasis on inventory manage-
ment in accordance with cor-
porate policy and procedures.
I ensure purchases for sup-
plies, services, and equipment are placed in a timely and cost
effective manner. Some of my other duties include and not
limited to; managing the item identification system, supplier
performance, purchase requisitions, and Capital expenditures,
which I maintain and record in SAP, (Systems Applications
and Products).
As you may know, purchasing and accounts payable depart-
ment are joined at the hip, one cannot perform without the
other. As a team, I work diligently to resolve any open issues
with invoices, enabling Accounts Payable to process payments
within the terms negotiated in order to maintain a good rela-
tionship with suppliers.
I am excited to be part of such a dynamic group of individuals
here at PlasmaCare. I bring many years of industrial manufac-
turing experience in the area of procurement, but nothing re-
lated in the area of medical. I have been on the other side
medical pertaining to personal health maintenance. So, when I
received a call about the open position, I leaped at the opportu-
nity to become part of this unique and talented group. Welcom-
ing the challenges I may face. PlasmaCare, truly cares in the
future of their employees by investing time and education ena-
bling them to grow with no end in sight.
When I am not working, I enjoy the outdoors, as much as pos-
sible. I like gardening (as in yard work), swimming, bike rid-
ing, and spending time with my twin nieces, whom are grow-
ing up quickly and the absolute “light of my life”.
9. Grifols PlasmaCare Quarterly 9
SELF INTRODUCTION
General Ledger
Accountant
By: Kudzie Chasosa
My name is Kudzie Chasosa and I am
the General Ledger Accountant for
PlasmaCare. I joined the company in
July 2010. My duties and responsibili-
ties include ensuring the proper re-
cording, reconciling, and reporting of all
financial transactions. I also ensure
that we are in compliance with all the
Federal and State laws as far as tax
and business licenses are concerned.
My day normally starts at 7.30am and
ends around 6.00 pm depending on
what time of the month or year it is.
I am responsible for preparing monthly
financial reports for all the centers as
well as reconciling all Balance Sheet
accounts. I maintain the fixed assets
register, the general ledger accounts,
and all account balances fall through
my domain. I also supervise the Ac-
counts Payable functions. In a nutshell,
I report to Ray Knueven and I work
closely with Ron Scheetz to make sure
that our financial records present a true
and fair view of the financial affairs for
PlasmaCare as a whole.
The most exciting aspect about my job
are the challenges I face every day. In
accounting, we deal with a wealth of
uncertainty where one is always re-
quired to stay above the waters. Being a
small corporate office, the challenges I
face everyday are many and my job is to
turn those challenges into new stepping
stones and help come up with solutions
that will help improve our whole or-
ganization.
I enjoy working for PlasmaCare because
it is endowed with such a great wealth
of talent. The organization is very well
run and it takes to heart the needs of
its employees. There is so much room
for one to grow, both professionally and
intellectually in this company. Every
day presents an opportunity for learn-
ing here.
When I am not busy number crunching,
I enjoy spending time with my wife. We
enjoy volunteering for some local non-
profit organizations, reading, travelling,
and fellowshipping with our church
friends. We enjoy visiting Indianapolis
as we still have a lot of family and
friends in the city. I am a huge Indian-
apolis Colts fan who happens to live in
the Bengal Nation.
Operations
Coordinator
By: Armando Padilla
My name is Armando Padilla. I was
born in Miami, Florida. Up until one
year ago, before moving to Cincinnati, I
lived in Gainesville, Florida. While
there I received an associate’s degree
and worked at a research firm at the
University of Florida for almost eleven
years and served as an administration
member and project manager for the
last five years. I am currently attend-
ing DeVry University and expect to
graduate in December 2011 with a
Bachelor’s Degree in Technical Manage-
ment. My major area of study is in
Business Information Systems. I have
extensive knowledge of business opera-
tions, management, computer hard-
ware, and networking.
I started my employment with Plas-
maCare in mid August of 2010 as the
Operations Coordinator. I was hired to
provide administrative support to vari-
ous PlasmaCare departments such as
Purchasing, Human Resources, Ac-
counting and other assigned projects.
Currently, my main duties include pro-
viding inventory control by maintaining
merchandise measurements received by
the PlasmaCare centers. Additionally,
I assist the Human Resource depart-
ment by conducting background checks
of potential PlasmaCare candidates as
well as communication of various issues
and developments with the centers. I
also assist in producing various reports
used for analysis of PlasmaCare’s op-
erations.
I am pleased to have the opportunity of
being part of such a dynamic company
that is involved in the process of pro-
ducing clear benefits for healthcare in
areas of medicine which provides life-
saving products. I hope to provide posi-
tive contributions and improvements to
the company’s production process and
overall success. I look forward to work-
ing with and getting to know everyone
involved in the company.
“I enjoy working for PlasmaCare
because it is endowed with such a
great wealth of talent.”
10. 10
In Our Community
Hemophilia Walk– Joliet
By: Chiquita Sall,
PlasmaCare - Joliet participated in the National Hemo-
philia Walk of Illinois on Saturday, September 18th, at
the Chicago Diversey Harbor.
The Hemophilia Walk is NHF’s largest event dedicated
to finding better treatments and cures for bleeding and
clotting disorders, and preventing the complications of
these disorders through education, awareness, advo-
cacy, and research. The Hemophilia Foundation cur-
rently serves approximately 2,500 people in the state of
Illinois with inherited bleeding disorders. The Hemo-
philia Foundation has provided these services continu-
ously since 1949.
PlasmaCare – Joliet was able to raise over $600.00 for
the Hemophilia Foundation in addition to participating
in the Walk. Thanks to our creative team captain (Toni
Walker), we raised the funds by hosting bake sales, car
washes, and networking throughout the Joliet commu-
nity. We are proud to be considered participants in the
2010 efforts to support the Hemophilia Foundation.
Bake Sale
Car Wash
Car Wash
HFI Walk Participants
Hemophilia Walk-Marion
By: Ron Cardarelli
On a beautiful fall Saturday morning, Marion 201 team
members met at the Fort Benjamin State Park for the an-
nual Hemophilia Walk. Ron C. and his wife Tina, Stacy,
LaSoka, Tiffany, Tonya , Ken and his wife, Clayton and his
girlfriend all participated. We had three centers from Gri-
fols on this great morning. We were joined by centers 211
and 250.
Marion was able to raise over $1200.00 and exceeded last
years total raised. The 3 centers raised $1934.00 com-
bined. We arrived early for coffee and donuts. After some
guest speakers, we were asked to go to the starting line.
Most of us inspired walkers chose to walk 3 miles on this
beautiful day.
We were joined by hundreds of families who were there to
walk for there loved ones. One such walker, Mary, who
joined us was walking for her son whom she had lost due
to this terrible disease and her other son who has it, but
was at home. She was challenged by the steep hills but
nothing was going to stop her today. We slowed down and
walked 3 miles with her. It was a very enjoyable morning
and a lot of new friends were made at this event. I would
like to thank those that attended, but also those who
raised money, but had to work. It is with pride and respect
to see PlasmaCare 201 help our community and those
families touched by Hemophilia.
September 25, 2010
Marion 201 team members
Hemophilia Walk 2010
11. Grifols PlasmaCare Quarterly 11
Hemophilia Walk– Milwaukee
By Yanika Johnson and Jimmara Bonds
The Hemophilia walk turned out to be very successful.
Milwaukee developed a few ways to raise money for
the foundation. We started off with Jean Day. Each
staff member could pay a $5.00 fee to wear jeans to
work on Fridays, Saturdays, or Sundays. The turn out
from that was better than expected. We also came up
with the 5-day express pass. Customers had the oppor-
tunity to purchase a 5day express pass for $10.00, that
is good for any day of the week until 12/31/2010. We
also had three bake sales and a raffle for a 22’’ plasma
LCD television. We wanted to do a Pie in the Face con-
test. We knew that would bring in cash, but one CLT
member declined due to possibly feeling victimized, so
that was abandoned (LOL). We must admit, it was
very rocky at first, but we pulled through and made
over our $1000.00 goal. When we arrived at the State
Fair Ground, we walked to each booth of the companies
that donated to the fund. The booths had pamphlets,
little gifts, and bags that were being given out. The
people that attended the walk also had the chance to
enter a raffle for two train tickets to take you any-
where in the United States and four Bucks game tick-
ets.
Starting the walk was exciting because we all knew
this was going to be a challenge for us. Each of us that
were there recently had plans to start working out, but
never started. This was the beginning of our exercise
plan that never took place. Before we started, we all
asked each other if we were ready to pump ourselves
up a bit. We hesitated for a moment and then started
our journey. Three miles is a lot of walking, and
around our first lap, our energy started to fade away.
While we complained of our feet aching, calves burn-
ing, and stomachs cramping, we talked each other
through and managed to make it around the race track
three times. There were twelve of us all together, and
we motivated each other to pull through. When the
three mile walk was completed, we all applauded each
other and gave high fives. It was hard work for some of
us, but enjoyable. Although we just burned lots and
lots of calories, that didn’t stop us from literally swal-
lowing the fattening chocolate chip cookie ice cream
bar that was given to us after our walk was completed.
We also received a gold medal for completing the walk.
We were very hungry and decided the ice cream did
nothing, so we all decided to meet at Denny’s for a well
needed hot meal.
The Hemophilia Walk was well worth it. To know that
we contributed to help save many lives is what really
helped us get through. To know that we helped make a
difference in peoples’ lives fit well within our hearts.
We really look forward to the walk next year and our
plan is to exceed our goal again. Grifols Plasma Care,
we should be proud of ourselves. This achievement will
help a lot of families around the world. Also we would
like to thank those who participated in this event over-
all.
In Our Community
August at the Grifols Academy
By: Libby Jones
In August the Grifols Academy welcomed 34 participants from
Biomat USA and PlasmaCare to the second offering of the Qual-
ity/Operations course. The three-day course included 11 different
classes instructed by subject matter experts within the company.
These leadership classes will be offered again in September and
November.
HFI Walk Participants
12. 12
SURVEY Customer Satisfaction Self-Evaluation
Directions: Mark the best corresponding answer. Example: If the statement is I knock and wait for response before entering the exam
room place a mark in the box which best describes how you perform this behavior: Always, Some of the time, or Rarely. Scores will be
totaled at the end of the self-evaluation.
Customer Satisfaction Behavioral Standard: Always-Some of the time-Rarely
1. I knock and wait for a response before entering the exam room.
2. I introduce myself to my customers/visitors.
3. I explain what I am about to do with customers and/or
co-workers.
4. I answer phones immediately when they ring.
5. I answer the phone with the standard greeting.
6. I always dress professionally.
7. If I cannot help someone with something I take time
to find someone who can.
8. I use phrases like "please" and "thank you".
9. I help to keep the facility neat and orderly.
10. I help others learn how to provide excellent customer service.
11. I never say "That's not my job"; every job is my job.
12. I never tell customers that we are short-staffed.
13. Customer satisfaction is a priority when doing my job.
14. I point out problems in a positive manner.
15. My breaks do not last longer than allowed.
16. I am interested in improving my own performance.
17. Safety is a priority when doing my job.
18. I report to work on time.
Step 1: Write down number of marks in the "Always" category in this blank ________
Step 2: Write down number of marks in the "Some Of The Time" category ________
Step 3: Add totals from Step 1 & Step 2 only and write the total in this blank ________
Customer Satisfaction Scoring Results _________________
If you scored : 16 - 18
You are providing excellent customer service and you are an important asset to PlasmaCare. You share
PlasmaCare's value system, you are proactive, and recognize the importance of process improvement.
You have the ability to get the job done and are open to new ideas that improve our facility.
You have a positive attitude and you are an excellent role model and mentor to new employees.
If you scored 15 - 13:
You are a good, solid employee and are most important to PlasmaCare as you can cause us to succeed or fail in providing excellent cus-
tomer satisfaction.
You are valued as a employee and PlasmaCare is committed to your success and developing you into an employee who is seen as providing
excellent customer service all of the time.
If you scored 0 -12:
You do not provide consistent and adequate customer service.
Contest Corner
Family Fun
Present at Juan’s birthday party were a father-in-law, a mother-in-
law, a daughter-in-law, two sons, two daughters, two sisters, a
brother, four children, three grandchildren, two fathers, two moth-
ers, a grandfather, and a grandmother.
As we all know family relationships can be complicated. One man’s
brother can be another man’s brother-in-law, and at the same time
be someone’s son.
With that in mind, what is the smallest number of people needed
at the party for the above relationship to exist?
The first person from each center to fax the correct answer to 513.621.1170 wins
a prize!
