I’m the mommy, that’s why!

I was recently talking with a CEO of a large medical practice who was lamenting about the lack of buy-in for customer service among his senior leaders. We were discussing the need to communicate the latest patient satisfaction data in order to create a greater sense of urgency among the managers. Finally he said, “e;I run a democratic outfit until I cast the final vote. If I say they will focus on customer service, they will focus on customer service.”e; End of discussion.  Read more...