gain new insights from your customer complaints #custserv #CDC

Investing in our people to ensure our success

There is a view that not-for-profits don’t invest enough in its people. This could be because we are trying to keep our overheads down or because we don’t have the vision to map out the skills we need or we don’t have enough funding to do so.

It doesn’t really matter why we ‘haven’t’ done it what matters is that we take action now because in a deregulated aged care market your business success will be based on the customer experience.

What do you know about your customer service culture?

Lets just assess how much insight you have into your customer experience and journey.

  • Do you know how your customers would describe their experience now?
  • Have you asked the customer recently how they view your service?
  • Do you survey the customer experience at regular intervals?
  • Do you blind test your customer experience at key points in the customer journey?

If you’ve answered NO to any one of these questions then you need to start your journey

To excel in customer service target your investment in development

The results gained by investing in people shouldn’t need much advocacy but surprisingly few organisations put this investment as a top priority.

In the move to CDC what I saw was a razor focus on getting billing, invoicing and marketing right, but very little investment in ensuring staff were delivering quality ‘consumer directed care’.

Lets hope this was just a reflection that these tasks were given a higher priority, and that these ‘back office’ functions were seen as fundamental building blocks necessary before an investment in staff was made.

Now is the time however to really focus on building the customer centric and wellness centred skills of staff.

What skills do we need for consumer directed care?

Be truthful now – do you know the skills you need to invest in and develop to win in a customer centred world? I’m guessing you can probably identify a few key skills

key staff characteristics for customer service and wellness









So sit down and distil what you think are the key characteristics of a great support worker able to adapt and delivery quality customer service in a CDC and wellness model.

If you can nail the key characteristics and recruit these then you can as Nordstrom’s says

Hire the smile, train the skill

Next step is your customer centric culture

There are many resources on how to build a customer centric culture so I won’t elaborate on their key message.

I’ll leave you with one link that steps out the 10 ways to create a customer centric culture and remember you need to implement culture change using a strong change management strategy.

It is now urgent that we get this right because soon an army of baby boomers will be retiring and we need to ensure that we have a well-trained and resourced pool of potential leaders and workers to champion consumer directed care and wellness.

Where to from here

I would love to hear your thoughts on the skills we should be developing to successfully shift towards consumer directed or person centered care. Please share your comments or email me directly.

About the author – Helen Attrill, MBA

Hi, Just a bit about myself to help you understand what my driving mission is. I am committed to helping aged care and not for profit organisations ‘accept the challenge of industry change’™.

I have over 26 years as an industry and organisation leader in the aged care and not for profit sector and have led the successful implementation of significant sector, profession and organisational change. Armed with this background I can guide and assist you with your change management challenge.

To find out more about my background visit the Meet Helen page.

If you are still struggling with change and need some support or assistance please feel free to contact me by emailing me at