I wrote a blog a while back on how our team focuses on being educators and advocates before anything else and thought that those who read it may be curious as to just how we go about choosing which referral partners become a part of our trusted professional network of service providers. So, if you are curious, here is a bit about our process….
Step 1: Clarity about our standards
First we developed standards for the type of person or organization that we would consider as trusted providers in a variety of areas. As you can imagine, due to the nature of our business, there are lots of people, services, and organizations that may be involved in working with our clients from time to time. By having standards, we are able to weed out the chaff and only get into relationship with quality folks.
As you read the criterion for becoming an OKC Mature Moves trusted referral partner, you may be surprised to find that we are not just focused on services — we are focused on purpose and intention, as well as the approach and fundamental values by which people operate.
Step 2: Information gathering and vetting
We seek out potential partners and take applications from those want to be considered a part of our team. I say ‘team’ because if they truly are a fit, this is how we function…like a winning team. The application gives us basic information about services they provide, references we can call, and the applicability of their services to our clients.
Step 3: Personal interviews
We meet with each and every potential referral partner personally. Depending on the company and the nature of their business, we may want to meet with the owner or the manager, but sometimes we want to meet with their day-to-day service providers too.
We have learned over the years that managers and owners can be excellent spokespeople, but not necessarily excellent at hiring or training.
Not only are we looking at what type of services they provide and how they provide them — we are assessing WHY they do what they do. Are they money motivated or people motivated — are they servant leadership minded or are they in business strictly for profit sake?
Step 4: Background and insurance
Following a personal interview, assuming they have met our what, how, who, and why criteria, we seek to verify information such as insurance, licensure, references, and other pertinent details.
Sometimes this is easier said than done, but when our clients count on us for only referring the most reputable and capable service providers and companies, we believe it is worth the effort and time it takes.
Step 5: Inspect what we expect
Last, but certainly not least, we closely monitor how our partners work together with our clients. Does this person serve our client as an extension of our team and with the same high level of service that we expect for ourselves? Are we proud to say we recommended them?
As long as the answers to these questions are ‘yes,’ they continue as trusted referral partners. If not, we set them free and top grade by choosing other providers who fit the criteria.
You see, here at OKC Mature Moves, we serve in the role of coach and quarterback, calling the plays and leading the team. Each team member is masterful in his or her position and is able to execute plays on behalf of our client and the transaction effortlessly and flawlessly the majority of the time.
What happens when someone drops the ball?
While trusted referral partner selections are based on pre-established criterion, personal interviews, and favorable third party references, the reality is that the only way to find out if a team member is a fit in “real life” is by working together.
When it comes to dropped balls, it’s how they are handled that ultimately counts.
At OKC Mature Moves, we aren’t perfect, but we have integrity and we do what is right — regardless of the reasons it didn’t go right. Our referral partners must do the same or they aren’t referral partners any longer.
It’s important to point out here that ultimately there is one criteria we weigh most heavily in our selection process — Integrity.
With the number of people, companies, and organizations out there explicitly devoted to exploiting the vulnerabilities of our elders, we have taken a stance.
We don’t partner with just anyone.
We know that there are times when the right thing for the client is in direct opposition to what is best for our own bottom line. There are also times that, through education, the information we provide may influence a client to make a decision that negatively impacts the bottom line of a referral partner.
Our partners know (and concur) that the clients’ bests interests ALWAYS supersede those of our own.
Thank you for taking the time to learn more about our process at OKC Mature Moves and if we can ever be of service to you, please call us at 405-563-7101!
If you are a service provider who caters to mature clients and their family members or caregivers, please join us in our efforts to educate, empower, and equip Oklahoma’s downsizing and relocating seniors by filling out an application!