Baltimore, MarylandAugust 13-15, 2017

Speaker(s):

Facilitator(s): Lori Murphy

Andrew Beamon, Jim Green, Jim Poppe

CLIENT ENGAGEMENT SESSION

August 13-15, 2017 | Baltimore, MD LEADERSHIP MATTERS

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Falling In Love With SCORE

“I’m one of your

biggest advocates”

“He believed in me”

“…Always kept in touch

and responded

quickly to messages…”

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“…I appreciate how they let me talk, ..Priceless!!!”

National Resources

for Measuring and Learning

Client Stories

CORE Data

• NPS results and comments

• Follow-ons and One & Dones

August 13-15, 2017 | Baltimore, MD LEADERSHIP MATTERS

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Client Impact Handouts

• New Businesses Started

• Jobs Created

Annual Client Engagement Survey

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https://start.pwc.com/start3/Chapter#@score.org

SCORE2016

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4 Quick Ways to Improve Quality

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Table Topic (3-5 minutes)

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How has your chapter used the

2016 Client Engagement Survey

feedback to improve quality?

Citrus County SCORE

• Serves only one County– Total population –

144,000

– Total Workforce –47,924

• Very little new business opportunities

–Average 2 to 3 MRE’s per week

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• Primary industries are health care and service

Citrus County SCORE

• Mentoring sessions

down 40%

• Workshop

attendance up 79%

• Attendee workshop

hours up 90%

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• 19 Certified Mentors (4 “Snowbirds”)

• This year clients served is down 20%

Mentor-Client Match

• Most Mentors are retired executives from large corporations

• Most clients are very small start-ups

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• Sometimes – not a good match

• NPS is good (91%) and NPS detail reveals very

positive comments about Mentors

Goal to improve “In Business” client ratio

• Up 32% this year

• High visibility from involvement in economic

development activities

• Now providing strategic planning engagements

for several local community organizations

• These engagements foster very strong client

engagement

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Client Intake Process

• Chapter Admin contacts all new clients

immediately upon receipt

• Schedules the client for a “TRIAGE”

session

–Minimum of two Mentors meet with new

client to gain better understanding of client

needs and assign correct mentor

–Mentor is assigned that day and must follow-up

within 72 hours

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Encouraging Mentors

• We monitor:

– “CNYAssigned”, “CNYContacted”, and

“CNYCounseled” weekly

–Almost always ZERO – if a client shows up on

the report we act promptly\

• Discuss client engagement at monthly meeting

– Provide examples of client comments

–Discuss client issues in round table format

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Encouraging Client Feedback

• Mentors are advised to remind clients at first session that

they will likely receive a NPS Survey

• Mentors goal for the first sessions is to set a second

session

• Challenge is to get Mentors to record all activities in

CORE

–Monitor volunteer login history

–Client aging (View Clients by Last Time Seen)

August 13-15, 2017 | Baltimore, MD LEADERSHIP MATTERS

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Table Topic –no report out (3-5 minutes)

What is your client intake

process and what would you

improve?

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• SCORE Cape Fear Region serves six Coastal

Counties from the South Carolina border

North to Jacksonville

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• 37 members who

live in 3 of the 6

counties

• Chartered in 1974

Client Engagement

• National Call Center program participant. Our MRE’s are

contacted by them first and then passed on to our Vice Chair

• Our Vice Chair contacts MRE’s within 24 hours of receipt

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High Commitment

• Compels Vice Chair to be in-tune with each mentoring team

and what their disciplines are

• Best practice - Ensures incoming Chair has gained solid

knowledge of his mentoring team

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Systems in Play

• Chapter Mentors Clients Monday - Friday

(10 am-3 pm; 2 shifts:10-12:30 / 12:30-3:00)

• Minimum of two Mentors scheduled together.

They work the same day each week. This creates

consistency to our processes.

• Clients are teamed with Mentors based on availability and

industry experience.

• All teams can handle initial appointments and if needed will

bring in another mentor with applicable experience if needed.

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Table Topic – no report out (3-5 minutes)

What process or systems do you use to

match the volunteers with the clients?(Does the size of your chapter open opportunities for different

methods?)

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Report out from tables

Each table will report on one of

the table topics

Each table will have 2-3 minutes

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CLOSING QUESTIONS

& COMMENTS

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Evaluation Time

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