May 9th, 2011
As a child, you may have worked the parenting system by telling dad that “Mom said it’s okay,” or convincing mom that “Dad lets me do it.” Unless mom and dad caught onto the ploy, joined forces, and made it ...
April 12th, 2011
Last month we talked about “on-the-spot” coaching and the importance of connecting with employees in real-time to give them feedback. This month I want to get more specific about how to give—and receive—effective feedback.
Multiple studies have shown, and I’m sure ...
April 12th, 2011
Several years ago, I was in the midst of a project that involved phone calls and on‐site work. I wanted to learn more about some of the great changes this organization was making and how it tied into their mission, ...
March 10th, 2011
Years ago, Ken Blanchard popularized the notion of “catching employees doing something right” in his popular book The One-Minute Manager. Blanchard was on to something. Although he brought the concept to light back in 1982, almost thirty years later we ...
February 8th, 2011
As leaders, we sometimes forget that the things we do make a difference and that our actions often speak more loudly than our words. Employees pay attention to not only what we say, but what we do—and they look for ...
January 10th, 2011
Have you ever had a terrible meal at a restaurant where you were served by a very friendly, courteous waiter or waitress? A bright smile simply doesn’t make up for cold or bad food, a long wait, an unkempt environment ...
December 20th, 2010
Post-discharge calls have always been important for patient service and quality care. The need for this follow up, though, has been gaining attention recently due to a new direct connection between patient satisfaction results and CMS payments. HCAHPS scores are ...
November 12th, 2010
You’ve just spent a few days in the hospital. While there, you felt well cared for and supported by staff. They were there to ease your mind and your pain. Then you were discharged. Now what? Even though you may ...
October 18th, 2010
The key to successful service recovery lies in creating an environment where employees feel prepared and empowered to handle whatever comes their way. Only when employees feel prepared and empowered will they be able to view a complaint as a ...
October 15th, 2010
We’ve all had bad customer service experiences at hotels, restaurants, airports, and, yes, even healthcare organizations. But the real test of service excellence comes when a bad experience is swiftly and honestly addressed and turned around.
When a customer complains, you ...