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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