Nothing kills your patient experience improvement efforts faster than a leader who doesn’t hold his/her staff accountable. I’ve witnessed more wishy washy leaders in my time than I care to remember. And do you know what’s worse than being wishy washy? Being that way and not knowing it. That’s why I need to talk about it here. I want each of you to ask yourself if you’re really holding your team members accountable to the standards for service excellence. And are you consistent?
If you are a manager or director over a unit or department, you cannot afford to let things slide. When you do, you send the message that poor behavior is acceptable.
We were giving a mystery shopping report to a client a few weeks ago and one of the managers in the session started to explain that the poor behavior witnessed not once, but twice, by mystery shoppers, may have been that the staff member was having a bad day. Are bad days acceptable when you hold a customer facing job? No.
Everyone out there is always using Disney and Ritz Carlton as benchmarks. Do you think that they make excuses for bad days? No. They hold their standards out as a non-negotiable term of employment. When you let things slide, your staff thinks that standards are merely a suggestion.