8y
First, thank you for your comments. We certainly appear to have more things to work on.
We have been working hard to fix our processes, hire the right team members (not just everyone who walks through our door) and keep a focus on our quality. Our recent decision to bring in an interim, experienced leader has been another step in the right direction for our services.
We're seeing growth, we're seeing quality improvements, and we're experiencing higher levels of retention on the team than we have in the past year. So, the results would tell us we're gaining ground. Yet, we will be in constant improvement mode to make things better.
I am excited about the plans for 2018. We have worked on a better foundation in 2017 and we've experienced a lot of change. All of that will pay off going forward. I - and all of the members of the team - refuse to give up on our efforts. And we'll be looking for lots of great people to help us.
I would also like to address the issue of "profit" or making money. We must absolutely have an eye on the bottom line of the organization if we want to sustain our services and also serve more people. We have had to get clearer about measureable goals so that we can succeed. Where there is no margin, there can be no future services. We're committed to providing services far into the future - serving more people in more ways.
We absolutely must balance that with our team and improve our ability to help the team see how they can contribute in positive ways - first and foremost to the experience of the client. Then, to the success of the organization.
Your feedback, while not as positive as we would hope, is helpful to us to see where we need to continue to focus. And, as always, we wish you the best in your future success.
