7 reasons to avoid acronyms & improve customer communication

Recently I was shocked to discover how, within less than a year of being out of the day-to-day world of work I had lost the ability to decipher acronyms.

I was working with a client developing a business plan when I was presented with an acronym that was completely foreign to me.

I had no idea what it meant! I raked my brain and delved into my knowledge of the sector, new developments and possible solutions to find the meaning of this acronym – to no avail.

In the end I had to fess up and ask for it to be ‘spelt out’ for me.

Continue reading 7 reasons to avoid acronyms & improve customer communication

Mystery shoppers – do they have a place in care settings

Mystery shoppers - do they have a place in care settings?

Mystery Shoppers could be you key to reviewing and gaining insights into how your aged or disability care service is delivering the results you want.

Mystery Shoppers are widely used in the commercial world but we have yet to see more widespread us of these ‘shoppers’ in aged or disability care.

Continue reading Mystery shoppers – do they have a place in care settings

Handling negative reviews for your NFP – let’s get it right

So you’re not for profit has just held an event and despite your best efforts you start to get some pretty negative feedback on Facebook, Twitter or some other social media accounts – what do you do?

Your options are

1. Ignore them.

2. Respond online to the feedback.

3. Take the conversation offline (phone, email or face to face).

The consensus amongst NFP professionals seems to be to opt for a mix of option 2 and 3.

Continue reading Handling negative reviews for your NFP – let’s get it right

Competition and innovation in aged care – the new challenge

Competition-and-innovation-in-aged-care #agedcare

With the rise of purpose-based for-profit corporations, not-for-profits will need to strongly embed their mission in their culture and marketing to stand out from the crowd.

“Purpose is being seen as the new genetic code for business.”

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Are we developing the right skills for consumer directed care

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.

Continue reading Are we developing the right skills for consumer directed care