Note: This is originally published in our newsletter “The Red Carpet Way.” If you would like to receive our newsletter, fill out the box to the right of most pages on this website and receive our free report to boot!
There is nothing more exciting for us when one of our customers succeeds!! When we hear good news about you, our entire team celebrates. It’s especially gratifying when we’ve watched people take our programs, run with them, and get red carpet results! That’s how we felt recently when I talked to Alan Brown, Chief Operating Officer of Methodist Senior Services. Over the last few years we’ve watched the “Mission Messengers” of MSS take the HERE-TO-HELP program we helped them create and make it their own, embedding it deep into their culture. After only a brief time, it was no longer “a program.” Instead, it became “the way we do things around here” at Methodist Senior Services.
When we work with customers, we measure both implementation and results. Recently, my team and I developed a new way of encouraging the teams we work with to hit certain achievements called our 5 Star Milestones for Momentum program. Customers have an opportunity to earn five stars based on specific implementations and results. Once they’ve earned their 5 stars, we invite them to shoot for the “Over the Velvet Rope” award, earned when an official outside entity recognizes their achievements related to the work we’ve done together. This is a new program for us, but we’re so excited and proud to say that Methodist Senior Services will be given the very first Over the Velvet Rope Award by us at Red-Carpet Learning Systems!
Let me share a little bit about them. Methodist Senior Services. They have been a provider of senior living and elder services for 56 years. They have a huge vision to make Mississippi the best place in the country to grow old. A Christian organization, their mission is to serve older adults in the spirit of Christian love. They have approximately 1000 employees, in 12 campuses throughout Mississippi.
They partnered with us at Red-Carpet Learning Systems to help them accomplish the following:
- Engaged employees that felt like part of a big family
- Opportunities for personal and professional growth for employees
- Clear expectations for team members and a definition of what it meant to live out their mission
- A consistent onboarding and orientation program
We worked together to do the following:
- Define their service basics. These were actionable standards that defined what it means to “serve older adults in the spirit of Christian love.” This is what we called their HERE-TO-HELP Program.
- Developed videos and live curriculum to aid them in their orientation program and customer service training.
- Delivered training for leadership to help them understand what it takes to create and sustain a service culture.
- Trained Mission Messengers – team members at every level of the organization that would deliver the live curriculum to other team members throughout the organization. They became evangelists for the HERE-TO-HELP way and their enthusiasm spread to others at Methodist Senior Services. You can “meet” a few of those Mission Messengers Here and Here.
The result? In two years their employee engagement scores went up, taking them to the top of the benchmark in their industry! Holleran, the benchmarking organization, gives out 14 awards annually for employee engagement and Methodist Senior Services nabbed four of those awards!!! Employee turnover in most of their communities is low according to industry standard, and they have completely embedded the HERE-TO-HELP principles into their culture!
Congratulations to the team at Methodist Senior Services! It is your dedication to shifting your culture and providing team members and the elders you serve with a beautiful experience that earned you this well deserved recognition!
On another note – I recently read on social media that Eastern Christian School was ranked one of the #5 in a list of the best Christian High Schools in New Jersey and that the Health Care Center at Rydal Park – a Presby’s Inspired Life Community – was ranked as a top nursing community based on performance by US News & World Report. I just happened upon that info and wanted to congratulate them as well!
Finally, if you want to learn how to build a culture that gets the kind of results Methodist Senior Services has enjoyed, you’ll definitely want to come to our Leadership & Culture Conference this April in Asheville, North Carolina! We’re going to dive deep and teach you everything we know about doing just that! Also, if you want to know more information about how we can work with your company the way we did with MSS and others (in healthcare, entertainment, education, hospitality and more), email us at STARS@redcarpetlearning.com and we’ll set up a virtual coffee date!
That’s my update for November. As we go into the season of gratitude (although, every day should be a day of gratitude) my team and I want to thank all of you for being on this journey with us! We truly believe our mission is about helping each individual know they matter and that they make a difference – and we do that through the lens of customer service and employee experience. The fact that you follow us here, work with us, and play with us on social media brings us joy as we know you are also ambassadors of #theRedCarpetWay!