Real-world experiences and notes from our customers
“The Smile & Move video has been a great success here at our corporate office. I work for a property management company and we operate hotels. Our culture within our company has been about 'TEAM-Together Everyone Achieves More', and basically, it's about doing something for someone else out of the norm. We're finding your Smile & Move concept really helps put our TEAM into perspective.”
- J. Henderson / Magna Hospitality
The feedback was incredible! It just makes sense. Model. Connect and Involve.
The first part of the session is focused on customer service and then the last half is the leadership focused time when they get the books and we talk through what these three concepts translate into in "our world".
- Karen R. Manager, Training Resource Development at United Airlines
Quick backstory - we kicked off 212 @ last month during a Sales Training meeting. All of our Associates received 212 wristbands that has become a required addition to their Romp n' Roll uniform. We then held a "Makin Steam and Movin' Trains Contest". Associates were asked to self-nominate themselves by submitting examples of how they had achieved that extra degree of Customer Service.
Our Team has embraced 212 to the point that we now have associates talking about how they're going to hit 213! Is it possible for Customer Service to 'boil-over'? Thanks for providing this opportunity for us to engage our Team in taking our service to another level!
- Tim Barnett, Director of Operations of Romp n' Roll Franchise Development, LLC
...Just getting back to you on my team meeting, Cross The Line! It really went well and was received very well by my team. I had the buttons, the books, the pens and last but not least the DVD. Wonderful stuff. I followed your outline and all of your recommendation on how to present CTL, it really works.
- Frank Warner, Frank Anthony Salon
Thanks for the download. Worked really well and made me more confident in presenting that session. The team building activity I did around it ROCKED!!
- Wendy John Consulting
I had a 2012 kick-off meeting with my direct reports and broader team last week and we used the Cross The Line materials to open the agenda for the half day meeting. The material was a great lead-in and focal point for the team as we built out our goals and objectives for 2012 as a group. I plan on incorporating the 'Smile & Move' material later on in the year!
- Ann Young, Talent Acquisition Sr. Manager
Thank you Bethany. I must say, I am truly impressed with you organizations dedication to service. You don't see that everyday...verging on rarely. Brings a SMILE to my face.
My order arrived shockingly quick. How did you do that? I'm still trying to figure this one out! You are amazing. The packaging made me feel like a kid on Christmas day – happy and excited. I couldn't wait to open the package and experience my 'toy!' I'm still smiling as I write this message. To top it all off, the insert from you prominently displayed your sincere Thank You, a phone number to reach you and a brief list of other products to consider. Now that's what I call The Total Package!! Thank you for a superb customer service experience. Wow. Thank you for your meticulous customer care. I'll be back!
- Ron, Corporate Training & Development
Last year around this time, I ordered a number of 212 materials (followed up by another order midyear with reminder items) as our theme for our region was 'getting to 2012'. I just received a communication today from GiveMore with regards to the Cross the Line platform. This dovetails nicely into the direction I want to take our region's theme for the coming year. We are a contract organization and facing a patent expiry on a big product for us, and we need our sales team committed and focused.
- Kara B., Ontario Regional Business Manager
First, on behalf of the entire NTT America team, I would like to extend my sincere gratitude and appreciation to Sam for his outstanding performance this morning. I had an opportunity to speak to Sam briefly both before and after he spoke, and I found him to be friendly and personable. The messages and stories that Sam conveyed during his presentation really hit home with the audience. Sam's presentation was a perfect way to end our annual conference!
- Alexander Russo, NTT America
“The theme (212° the extra degree) was perfect. Average could not get us where we needed to be, so 'the extra degree' had to become our normal way of work. The culture and climate of the school changed dramatically in a positive direction. Of course, it was more than the theme that made the difference, but having a tag line that was perceived as credible helped tremendously.”
- From a middle school principal - 212 customer
Just a quick note to say thank you for helping me be a better administrator/principal.
My new hires this year all watched Cross the Line and loved it. They also received a copy of Smile & Move and saw the video on their first day with me. Our entire faculty saw Smile & Move last year and I'll probably show it again in January as a 'pick me up'. I purchased several copies of Lead [simply] and giving this to my Team Leaders (we already had a summer read) in January as part of our ongoing efforts to support and enhance 'teacher leaders'. I also gave a copy to the school Leadership Team to read - no strings attached, just sharing the professional development opportunity.
Again, just a simple thank you and encouragement to keep it up.
- Elementary School Principal
The principals loved the Smile & Move theme. They felt it was very straightforward and motivational at the same time. Even though it was a simple message it was very thought provoking.
- From Polk County School Board (Florida) - Smile & Move customer...
We've seen increased levels of engagement and higher levels of achievement.
- From a superintendent
As a first year Principal, I started with an engrained culture that needed to be changed. I found GiveMore and knew the tools could support a unifying message to drive the change I wanted for my school. After using 212 The extra Degree for three years and with less money than ever, we had the highest reading results in the area, highest math gains overall over 3 years and this past year, showed the most significant SOL score improvements.
- From a middle school principal
I am the superintendent of a small rural school district in Culver, Oregon. We have had a revolving door of superintendents (I have been the elementary principal for 10 years and added the superintendent role 2 years ago while remaining the elem. principal). So... it has been a constant drive of mine to remind them of all the reasons to strive for excellence - the kids & community deserve it. My motto is 'Excellence - no excuses'.
I was searching for many strategies to share this message when I stumbled across yourCross The Line clip. I immediately ordered the video and showed at an all district staff meeting & I shared it with the school board. In speaking about it to one of our coaches I mentioned that there was another motivating video called 'Be 212' that would be great for staff and athletes. He is our 5-time State Wrestling Champions Varsity coach. He got out his check book and wrote me a check to buy it for the district as long as he could use it for his wrestlers. I then showed that clip at an all district staff meeting. 4 teachers then asked to borrow it and show it to their high school students. The wrestling coach then had me come show it to his wrestling team. When they brought home their 5th state wrestling title, we had a huge assembly for them and each state champion wrestler gave a little speech. One of the boys shared that this experience has taught him what it means to 'BE 212' and what you can accomplish. The wrestling coach looked at me and winked as if to say.... we made an impact.
- From a superintendent and elementary school principal - Cross The Line customer...
The Smile and Move program was implemented into our emergency department work force a year ago. It is now our baseline for building and defining our work ethics platform. We bought the program, shared the information with our team in groups and as individuals, kept reminders in view, constantly reaffirm verbally, and shared/talked about the program with patients/families throughout the year. We have reminders on the time clocks, posters in our break room/bathrooms, pins on our badges, books/pages on our customer service board, excerpts shared in weekly emails, and of course inter-personal shares when we are busy we are left with no choice but to Smile and Move. (My bumper sticker gets a lot of attention as well!) The consistency to which we review the program is key...we have to re-read it, visualize the motto, and memorize the key phrases/words so we can reflect when we as humans falter and need to be reminded. When we get compliments back in our surveys that reiterate the results...we are assured that the program works, we are committed to sharing our smiles, we are convicted in moving with urgency, we have adopted the principals that have changed our view on integrity and work ethics, and will continue to share it with those around us. Our HC scores have gone from 50-60% to 90% in the last year. I am excited and pleased with the direction our customer service program continues to progress in and am hopeful with growth, continual changes, positive attitudes, and 'Smoving' in the right direction, we can remain the best ER in our area while setting a precedence for other HCA facilities.
- Michelle Voizin, Customer Service Specialist, West Florida Hospital
Real-world examples of how Smile & Move is working in healthcare...
A 650 bed regional medical center (Level II Trauma Center) and Malcolm Baldrige National Quality award winner, used Smile & Move DIY Training as one of their resources to help improve their level of customer service across the hospital in hopes of winning another Malcolm Baldrige National Quality award. They customized the Smile & Move DIY Training presentation to complement their hospital's purpose, mission and values. Over the course of 1 month they trained 5,800 hospital staff. They have the highest HCAHPS scores within a 68mile radius of 12 other acute care hospitals.
A South Sacramento Medical Center used Smile & Move as one of their leadership resources and as part of a facility-wide campaign reinforcing their safety message. Their quality team sent out emails to all managers and directors about the message and how it tied into their hospital objectives for quality and safety. They put a TV/DVD player on a rolling cart and rolled the cart throughout every unit of the hospital over the course of several weeks so that every staff person everywhere saw the 3-minute Smile & Move video. They reinforced the concept by giving the mugs out to top performers with organization-wide announcements. They also had fun raffles and other prizes for 'Smovers' of the week and month within the hospital.