Pre-condition:
A long-term care facility provides accommodation and care for seniors and is committed to creating a centre of excellence where seniors experience quality care, great customer service, and leadership. Despite this commitment, customer satisfaction surveys revealed that the experience of the seniors and their families was not what the home was striving for.
Issue:
There was no waiting list for seniors wanting to enter the facility, so senior management was concerned about their ability to keep the facility financially viable. There was also a suspected perception in the community that leadership and customer service at the senior’s home was not satisfactory.
Objectives:
Create a future where people could thrive; advance the leadership capacity of the mangers; empower staff to take responsibility and create effective solutions; transform relationships and communication in the organization; support managers in producing extraordinary results in customer service with their teams; provide one on one coaching for managers leading customer services teams; work with the manager to create a team process that can be replicated in other areas of the organization; support the manager in the creation of performance measures to highlight and monitor results
Results:
A vision was created for the organization that generated excitement and enthusiasm from all staff. Staff began to take responsibility for their part in creating the perception of poor customer service and also began to make significant changes via customer service teams. Management experienced a new kind of energy and cohesiveness that resulted in a new level of partnership and collaboration between senior management and the managers. The senior managers became true leaders by making themselves visible and accessible to staff.
