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According to Wikipedia, Best
Practice is a management
idea which asserts that there is a technique,
method, process, activity, incentive or reward
that is more effective at delivering a particular
outcome than any other technique, method, process,
etc. The idea is that with proper processes, checks,
and testing, a project can be rolled out and completed
with fewer problems and unforeseen complications.
Listed below are The Keller Pointe
Best Practices. As with any good "best
practice" program, this content will change
and modify as our workplace changes and grows.
One Member
at a Time: While the fact is that there
are many moving variables at any given time
in The Keller Pointe, the perception from the
customer's side should look as if all of our
focus and attention is on them. Think of how
much better someone feels, if they know the
main reason that you are here is to help solve
their problem or help them understand, or simply
to just get them a towel and service their needs.
If you consider the effectiveness and personal
attention this brings, we would not ever lose
a member to another facility, because they would
already be home.
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Be Proactive: This is
a crucial "best practice" that everyone
needs to prescribe to. For The Keller Pointe
to be a highly efficient model of service, the
entire staff, including all contract labor,
should work together as a team and look for
opportunities to help or serve. There should
never be a time when a table is left with a
mess or a spill on the floor. Though these items
may not be an essential duty, you are expected
to step in if available to help correct a situation
before it escalates to a problem.
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Make it Personal: While
you cannot take things personal when working
with the public and a client is upset, we need
to make it personal for them to feel special
and cared for. It is more expensive to recruit
new members, than it is to retain the members
that we have. Treating everyone that comes through
the door like family, will make them feel like
they belong. And everyone wants a place where
they belong. Call Members by name, welcome them
to the facility, create a memorable experience
for them while they are here, and invite them
back when they leave.
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Teamwork: We will succeed
as one. That is the only way that it will work.
We can find individual success, but it will
be short lived and have a narrow scope. When
we work together, we get more efficient and
allow us to serve more expeditiously and with
a better attitude. Teamwork is built around
a group understanding and respect for all the
positions in the building. We must respect the
needs of the facility as a whole.
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Be Positive -- At any
place of employment, there will be times when
something goes wrong or that you may not agree
with the way that a person does something. We
have to put those things behind us and work
with a smile on our face, remembering that we
are still here for the Members and Guests. Even
when it is the Members and Guests that may offend
us, we must persevere through the frustration
and be excited to serve the next person. We
would be surprised how a forced smile can turn
into a habitual and sincere smile. Being positive
is contagious - Spread that feeling to all that
surround you.
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Be Professional -- You
need to be on stage at all times. When you are
at work and in uniform, everyone's eyes are
on you. Professionalism extends to both internal
and external customers. Your fellow co-workers
and supervisors are internal customers and the
Members and Guests are external customers. We
expect our employees to use independent judgment
and good ethics in decision making in the workplace.
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Ten-Foot Rule -- The idea
behind this "best practice" is to
be aware of your immediate surroundings and
look for opportunities to serve. It would be
a mistake to allow your focus to be set in one
area and not to notice someone else that needs
assistance. Keep your head on a swivel, always
surveying the facility. More specifically, do
not let someone pass through a 10-foot radius
without addressing them. "Hello",
"Good to see you today", or some sort
of acknowledgement will give the customer a
chance to ask for assistance. The great part
is that you initiated that interaction.
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Employee Training --
We commit to ongoing training with the entire
Keller Pointe Staff. Weekly, monthly, and quarterly
meetings will be held to ensure appropriate
communication and dissemination of information.
In-service will held in all divisions to strengthen
the knowledge and skills of all these employees.
That's why we created The Pointes of Excellence.
These best practices not only
apply to our customers, but also to how we interact
as staff members, as well.
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