Mike Schaub, Senior Director of Community Relations at Social Model Recovery Systems, delivered an inspiring presentation at the 11th Annual California Addiction Conference, hosted by the California Consortium of Addiction Programs and Professionals (CCAPP).
The event, a key gathering for professionals in the field of addiction treatment, focused on best practices, emerging trends, and strategies for improving client outcomes. Mike, who brings 30 years of dedicated service within Social Model Recovery Systems and an astounding 50 years of experience in customer service, shared his insights on creating a client-focused culture in the field of substance use disorder (SUD) treatment.
In his presentation titled “Uncompromising Service to Others,” Mike emphasized the foundational role that exceptional customer service plays in the healing and recovery process for individuals seeking support for substance use and co-occurring disorders. The message centered on creating a service culture that prioritizes respect, empathy, and a commitment to meeting needs beyond expectations.
The presentation outlined techniques for delivering consistent, high-quality service and addressed how unsatisfactory customer experiences can negatively impact treatment outcomes. By sharing strategies to improve communication with clients and helping resolve complaints effectively, Mike aimed to inspire attendees to elevate their approach to client care.
A core element of this session was the emphasis on being “adamant, dedicated to please, and stubbornly unyielding” in providing service that goes above and beyond the norm. He discussed the transformative power of endorphins, humor, and positivity in fostering a supportive atmosphere that encourages healing. The workshop also introduced strategies for shifting organizational culture toward a more customer-focused mindset, making client interactions more enriching and effective.
Throughout his presentation, Mike tied the theme of customer service back to the foundational mission of Social Model Recovery Systems, which strives to provide safe, nurturing, and respectful environments for recovery. His insights are aimed at inspiring professionals to adopt service practices that not only meet needs but also contribute to lasting recovery and community well-being.
The California Addiction Conference provided a platform for Social Model Recovery Systems and other organizations to share knowledge, fostering a collaborative atmosphere where best practices and innovative approaches were exchanged. As the recovery field evolves, events like this remain crucial in driving progress and ensuring that those in need receive the compassionate, effective care they deserve.
