Communicating Value- Client Retention
As we enter the Holiday Celebration season it is extremely important that we have 100% focus Holiday support between Region accounts. From our clients perspective, support from other Morrison Account Directors, Assistant Directors, Chef’s, Hospitality Managers, Kitchen staff quite possibly is a key element of the depth and Value of resources that we can provide.
Imagine your client seeing and realizing the depth of our Region talent.
· Imagine the “mileage” you will get when you publish this in the Monthly Client Report.
· Imagine the experiences that each of our TEAMs will experience as they work together driving success at each other accounts.
· Imagine the “service excellence” that each of our Residents will experience and talk about for months to follow.
· Imagine the positive outcomes from supporting Holiday Events between accounts
· Imagine creating Dining Memories for all during the Holiday season that will resonate for the entire year within our communities.
Remember that Client Satisfaction surveys are only 90 days way (typically in early March). Executing a sensational event and creating a memorable Dining experience at the Holidays supported by our Regions creative depth can only help drive your Client Satisfaction scores higher.
TEAMs working with other TEAMs drives engagement as support is something that is reciprocated. TEAMs always need support and the process of helping each other drives engagement between our associates to a new level. Having an experience to work and support another Morrison account gives associates exposure to what we are all about. Additionally, it works to drive development and position promotability as exposure to other accounts allows for our Associates to see a larger or smaller operation within a different type of community.
Region Support is truly a “WIN WIN” for everyone including Clients, Residents, and our Associates no matter how you look at it.
The time is now to begin organizing Region support for your Holiday events. Below is a sample of “pre-planning” for support within the Region for your Holiday event
1. Identify your accounts Holiday event schedule and post within the account
2. Establish a contact person on your account TEAM to coordinate emails and calls from Region support personnel
3. Once finalized, share the schedule and contact information with your RDO
4. Your RDO will share this with the other RDO’s within your Region
5. Send your Holiday support needs out to all of your peers within the Region requesting support
6. Be sure to work at least 3 weeks out to insure that Region support can get the events on their schedule
7. Clearly define the type of support that you are requesting prior to everyone coming into your account are knowledgeable of what they will be dong while at supporting your event.
8. Ask all Region support if you can support their account in any way
9. Once you have all of the support you need from the Region be sure to “Communicate the Value” to your client
10. Create an environment of excitement and TEAM SPIRIT
11. Post your events on the bethebenchmark.blogspot.com and focus on support as well as the success of your event
Have a great Holiday Season Communicating Value and driving positive Client Retention
Thanks
Kevin J Mclaughlin | Regional Director of Operations