Stories of connection equal improved satisfaction

"Well done, is better than well said." -Benjamin Franklin

Testimonials describe difference-making action. Stories are sometimes the best way to illustrate complex qualitative outcomes that ultimately make a difference in the financial bottom lines of the corporate world. They aren’t as easy to track as numbers and charts. However, important topics such as employee engagement, customer/patient/beneficiary engagement, retention, and satisfaction are emotional in nature. They depend primarily on human interactions and relationships.

Today’s post is about the connections that our team members are making possible every day within the organizations we serve. We receive hundreds of testimonials that we don’t take the time to share very often.

Balance Concierge’s services are designed to help you put people first as an extension of your customer service and caregiving teams offering smiles and services that help alleviate stress.

Take this comment received from a patient’s wife, for instance:

“The last time I was in the hospital I was introduced to someone who actually ordered a book for me. That wasn’t all; she offered to make hotel reservations for my granddaughter and her husband, who were coming to visit. With this kind of caring, I don’t think I will go to any other hospital.”

Or, consider these messages from grateful personnel in both health care and corporate settings:

“I recently moved to the area after accepting a new position. I am a single parent with a special needs child. The Concierge Ambassadors were great. They researched multiple specialty services, as well as inquired if places accepted both of our insurances and what the wait time was to get into a provider within each office. They also found appropriate fun activities for us to get out and explore our new home. They have saved me hours of time so I can focus on my patients when I am at work and my children when I am at home. Thank you!" –Registered Nurse

"I had a package that had to be overnighted urgently and I had forgotten about it until 24 hours beforehand. I realized this at 7:00 am and sent an email to our Concierge Ambassador. By 8:00 am they had met me at the hospital to get the package and get it in the mail on time. They made my day!" – ER Physician

“I went to leave for a lunch meeting only to find out I had a flat tire. I contacted our Concierge Ambassadors for help and attended the meeting via WebEx instead. My car was picked up; the tire was patched, and it was back to me before 5:00 pm. I use our service for all my automotive needs from the routine service appointments to emergencies. They come through every time.” –Vice President

The Concierge Ambassadors who helped these people reported these interactions as services completed in their regular reports to their program sponsors. The statistical checkmarks were captured. We feel, though, that until the quotes are read, the numbers on the charts don’t always convey the real wins that were made on behalf of an organization’s brand. So, in addition to regular service reports, our custom online request and communication portal called eBalance^TM Experience allows users to share their stories and provide feedback that we can then make available to program sponsors along with the statistics.

We also use these comments to continually evolve and grow our services. Having a growth mindset and staying focused on simply helping people live more balanced and fuller lives is exactly what allows us to help you attract and retain the people you need to move your organization forward.

We live in a very competitive work culture these days. Paying attention to retention is essential. Keeping great team members usually has as much or more to do with maintaining great relationships than anything else. And, relationships can sometimes be even more difficult than satisfying financial expectations. Telling your employees you care about them is a good place to start. More than words are needed, however, to keep them on board. Recent research to prove that showing them you care is even more important.  

“More than half of people who leave their jobs do so because of their relationship with their boss. Smart companies make certain their managers know how to balance being professional with being human. These are the bosses who celebrate an employee's success, empathize with those going through hard times, and challenge people, even when it hurts.” - Dr. Travis Bradberry, co-author, Emotional Intelligence 2.0

Most administrators and managers struggle with walking the professional and personal line with employees. We know you want people to feel comfortable and cared for, but also know you need to maintain professionalism. In addition to your personal interactions with co-workers and employees – something you have to handle on your own – Balance Concierge can help you set up easy systems for showing your support with birthday, anniversary and milestone celebrations. We can make sure flowers, cards, and gifts are sent. We have Leader-to-Team Member/Volunteer and Peer-to-Peer Recognition and Rewards programs. Need special training or an off-site retreat or an outing for the team planned to help you and the group connect? Our Concierge Ambassadors are trained to help you find exactly what you need.

Interested in learning more about how Balance Concierge can help you generate positive stories about interactions with and connections within your organization? Contact us to learn more at  877.502.2201 or Click Here.