When you first became a volunteer, why did you want to volunteer here?  What kind of assignments/tasks did you most enjoy during your time with us? Can you tell me why you want to leave the hospital?  Did you receive adequate training while you were here? Did you receive adequate feedback about your performance? Were you and your manager /fellow volunteers able to work together effectively?  What could your manager do to improve his/her management style?    P x Prescription for Patient Engagement These are exit interview questions but I encourage you to repurpose them as INTERVIEW questions.

P x What could we have done differently to keep you here?   What could we have done differently to keep you here? What did you like most about volunteering here? What did you like least about volunteering here? What are some strengths of our organization? What are some of the weaknesses of our organization? Would you recommend volunteering for our organization to your family and friends? Is there any other information you would like to add before you leave? P x Prescription for Patient Engagement How many of you do exit interviews on volunteers? I encourage you to do them. You will harvest a lot of good information, after all, they are leaving so they have nothing to lose by being honest.

Communication X Factor R x Prescription for Retail Engagement Know your TT & ATV & increase them Track payroll deduct data (% of sales, $ of ATV) Count # of ‘names used Send Impact data/postcards several times annually # times you sold wreaths, items off the door Post daily, weekly, monthly sales goals and totals Count ‘add on’ accessories sold with apparel Tie fundraisers and drive transactions into the shop Promote gift cards for service recovery & recognition Educate, rejuvenate & revive the experience & service Everyone know and show ‘What’s My WOW?!” Sell soda? Milk, bread, eggs, stamps? Why NOT?! Count transactions…hourly, weekly, monthly TT = total transactions 10. birthday, holiday cards All recognition including years of service, holiday gifts, drs. day

Count, measure, REPORT like never before: Quantify your value… Count, measure, REPORT like never before: How many miles, steps per day (pedometers!) How many deliveries How many balloons, flowers sold Chart actual sales against goals How many days did you exceed your daily goal? How often did your cash balance? How many add-on sales were transacted? How many transactions in the gift shop….not just $ How many customers through the door Pick ONE item per month to increase (scarves, earrings, balloons, etc.) How many hours in education, meetings, training How many items priced, unpacked How many IDEAS were shared CTP story book Not $’s donated but how many patients benefitted Track hours of greatest sales R x Prescription for Retail Engagement We are accustomed to reporting how many hours, using the Independent Sectors value of volunteer hours to show our value. THAT IS NOT ENOUGH ANY MORE. Gift shop transactions because that tells us we likely interacted with at least 4-5x more persons that we actually sold to How many transports or how many volunteers is not enough… Ask volunteer to help you think of things to count/measure CTP how about a post card to report your success? ANNUALLY is NOT enough!

Quantify your value… Reimagine R x Your Impact Statement or Annual Report Whatever you’re doing now, your next one must be different Annually is not enough Tell a new, broader audience Share your value in Dollars Advocacy Education Public outreach Stories The ‘Power of’ R x Prescription for Retail Engagement

10. A Possibilitarian A good leader is: R x A CHANGE EMBRACER Helps other see possibilities and excitement in change CREATIVE, INCLUSIVE, ACCESSIBLE RESILIENT & POSITIVE Sees opportunity in problems DECISIVE makes decisions, then another A COMMUNICATOR Explains the why, inspires, negotiates HUMBLE Gives credit and doesn’t take it away GRATEFUL Gives gratitude generously, effectively COACH, MENTOR, TEACHER , DEVELOPER Identifies other’s talents, skills (StrengthsFinders) A LISTENER R x Prescription for Retail Engagement 10. A Possibilitarian