“They’ll go and talk to clients on their own to find out what we need to do differently. Is there something we didn’t do to address that personal need? It’s all focused on improvement.
“We’ll sit and discuss it in our meetings. The staff member [responsible for the metric in question] will have ideas, but everybody else around the table will jump in with ideas too.”
Their results speak for themselves. In addition to consistent revenue growth and improved caregiver turnover, they’ve nearly doubled the length of time that clients stay with their agency, and they continue to see strong growth year-to-year.
“When it’s all said and done, customer service is what tilts the scale,” says Guy. “If we’re able to provide exceptional customer service, we’ll win every time. And the way we know we’re winning or not is by the results we’re seeing in our surveys from Home Care Pulse. A third party is asking the questions we want asked and finding out what we can do better.”