 TOP STORY
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ANNUAL SURVEY
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Earlier this week you should have received an invitation in the mail to participate in the annual satisfaction survey. Next week, you will also receive an email from the Franchise Research Institute (Aftyn@franchiseresearchinstitute.com) containing the survey information and a unique password. CKFI encourages all franchisees to take a moment out of their busy schedules and respond with their feedback. This is your opportunity to communicate with CKFI about the things we are doing right and where you believe we could improve so that the Comfort Keepers'® system can continue to grow. These surveys are completely confidential, and only take few minutes to complete.
If you have any questions about the survey, please contact Jim Brown, Vice President of Franchise Development, at JimBrown@ComfortKeepers.com.
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| NATIONAL BRAND FUND |
LIVE ANSWER PILOT PROGRAM
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The National Brand Fund (NBF) committee is excited to announce the launch of the Live-Answer pilot program. This program officially went live on June 11, 2014 at 1:30 p.m. EDT. To help ensure that the program will provide exceptional customer service and is smoothly integrated into the phone system, an NBF committee member has been at the center site for training, and has been present during the launch and during the days following launch.
If you have not done so already, you should make your staff aware of the following to help make the transition smooth:
- They may receive calls from agents who will first identify themselves and then will connect and introduce the caller by name.
- Your staff should not put the agent on hold or transfer the agent. Because the agent is strictly a dispatch person, your staff should treat the incoming call as any other incoming call and identify the purpose of the call and how your location can best serve the caller.
Again, the agents' sole purpose is to connect the caller with a franchisee office so you may initiate the sales process and secure the in-home visit.
We will continue to provide updates on this exciting pilot program. If you have any questions, please contact Jack Warren, Chairman of the NBF Committee, at JackWarren@ComfortKeepers.com.
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| OPERATIONS |
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HOME CARE ASSOCIATION OF AMERICA
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Comfort Keepers® recently became a participant of the new Home Care Association of America (HCAOA, formerly NPDA) Corporate Membership Program. In doing so, we are able to help HCAOA sustain its leadership role in the political arena at both the federal and state levels. Participating in this program also provides HCAOA with membership growth at the national and state levels, which strengthens the collective voice of the industry throughout the country. We are proud of our commitment to this effort.
As part of our participation in the Corporate Membership Program, CKFI has enrolled every franchise office in the Silver Level Corporate program and has paid the $150 yearly dues for each franchisee. All franchisees will receive the following basic level benefits from HCAOA:
- Membership certificate and window decal recognizing HCAOA membership
- Information and resources via monthly e-newsletters
- Use of the HCAOA logo for company's marketing materials
- Access to legislative/regulatory information
- Company's listing on the HCAOA home care provider locator service
Those franchisees who were already voting members of HCAOA have now become Gold Level Corporate members with all of the benefits of full HCAOA membership included in the Silver Level Corporate member category above in addition to the following:
- Staff discounts for HCAOA-hosted educational offering/webinars
- Discounted rates for the HCAOA Annual Leadership Conference
- Access to special home care provider features on the association website
- Staff discounts for purchasing program
- Access to local chapters, where applicable
- Eligibility to vote and volunteer for a leadership role in HCAOA to help set the direction and focus of the association
Silver Level members can upgrade their membership to the Gold level for a reduced annual rate of $296, which includes a 25% discount off of the regular HCAOA membership dues and accounts for the $150 paid by CKFI. Gold Level members can take advantage of the same discount on their next HCAOA dues renewal. State chapter dues and the optional additional location fees are additional. Click here to learn more about Gold Level membership benefits or to upgrade your membership.
To upgrade your membership, contact LeAndrea Cunningham, Manager, Membership and Chapter Services at the Home Care Association of America at Membership@HomecareAOA.org
or (202) 480-2976 or access the HCAOA website and enter the following login information for your initial sign-in:
Username: firstnamelastname (enter your full name, lowercase no spaces),
Password: hcaoa1234
You can reset the username and password to your personal preferences after you have successfully logged in.
If you have any questions about CKFI's and Comfort Keepers' relationship with HCAOA, please contact David Simic, Vice President of Business Development, at DavidSimic@ComfortKeepers.com.
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| MARKETING |
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ORDER YOUR COMFORT KEEPERS® CALENDARS TODAY
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Promote Your Office All Year Long
 It's time to place your order for one of the most effective promotional pieces available to you-the 2015 Comfort Keepers® calendar! Both the 2013 and 2014 calendars were Gold Winners of the Service Industry Advertising (SIA) Awards. These 14-month calendars are the ideal gift for your clients, prospects, referral sources, business associates, and Comfort Keepers®. They are full-color, printed on a high-quality matte stock, and open to 11"x19" with a drill hole for easy hanging.
Calendars cost just $1.99 each, and imprinting and shipping are free. All calendars will be delivered early October, so your referral sources, clients, and Comfort Keepers can use all 14 months of the calendar. Order yours today using the 2015 Comfort Keepers Calendar Order Form. You will also be receiving an invitation to order from SKM Marketing, producers of this calendar.
Deadline to place orders is July 25.
If you have any questions about the calendar, please contact Terry Carity, Marketing Project and Traffic Manager, at TerryCarity@ComfortKeepers.com.
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Did you miss a previous edition of the Friday Flash?
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