Who Gets the Ax? Signs that your Culture is Toxic
I have a friend who is one of the most gifted people I know. To my knowledge, he has found a way to succeed in everything he takes on, despite challenges he faced along the way. I don’t mean to ...
Culture Catalyst Blog & Articles
Ownership and Culture
In my experience, organizations can only create a consistently positive patient experience when they foster a culture of ownership. This starts when leaders help every employee to see his connection to the organization’s success. It requires a mindset that is ...
Create a Drama-Free Zone
Google the term, “workplace drama” and you will get 55,000,000 results. Why? Because it is one of the most common culprits of workplace dysfunction. As a leader it is up to you to create a drama-free zone. Drama Drama can be a ...
Your Culture May Not Be Ready for Best Practices
I recently spoke with a CEO, who was venting his frustration over their poor patient satisfaction scores. He gave me a whole list of best practices they had tried, but didn’t stick. Hearing this once or twice a week in ...
You’re Two Feet Away From Better Leadership
Keeping in close touch with both the patients and the staff is key when it comes to creating a more patient-centered culture. A leader sends a strong message that service is a top priority and not just lip service, simply ...
Good Read: Is Your Customer Your Calling or Just Calling to Complain?
Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the love. I’ve had some clients say that they’ve had ...
4 Signs That You Aren’t Coachable
Coaching is a vital skill for leaders at all levels and is essential to achieving optimal performance of your team. Great coaches are made, not born. They learn and apply the skills needed to be a good coach. Sure, you ...
“It’s Not My Department,” and Other Statements Certain to Enrage Customers
When it comes to service recovery, four words can be like throwing gasoline on a smoldering fire, turning an irritation into a full-blown conflagration. When one of your employees says, “That’s not my department,” the customer hears: Don’t bother meNot my ...
Vaccination Logistics Lessons from Chick-fil-A
For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...
Great Intentions Don’t Deliver Results
I was speaking with a hospital CEO recently about their troubling turnover rates, when he hit on an age-old problem. He pointed out that they continue to promote good workers to management positions when they lack leadership skills and experience. ...
