From your patients’ perspective, quality healthcare is demonstrated in countless moments of truth throughout their interactions with your organization. All of those interactions add up to the big quality picture. Take a walk through your organization with this checklist to ...
It's hard to imagine an employee articulating a conscious decision to disengage from his work. How do you think he'd start that conversation with his supervisor? "I'm sorry, but I just don't feel like doing this job. So unless you ...
We hear a lot in the national media about the state of healthcare in our nation today. And what we're hearing about is most likely high costs, the numbers of uninsured, lack of access, or system inefficiencies. It's enough to ...
Are you someone who puts in their time at work each day with no clear idea of where that time will lead you? Or are you a new manager faced with having to give a poor performance review, quickly losing ...
To many people, legendary Green Bay Packers coach Vince Lombardi embodied the definition of coaching, demonstrating the principles that he expected his players to live by and inciting them to go the extra mile. As Lombardi understood, the very definition of ...
When I ask groups of healthcare workers, "Who is responsible for customer service?," I really expect everyone from the CEO to the newest housekeeper to raise their hands. While "customer service" needs to be part of everyone's job description, it ...
Imagine walking into Nordstrom's or Macy's, expecting to enjoy a quality shopping experience. Instead, you find clothing crumpled on the ground, sticky fingerprints all over the display cabinets, and inattentive salespeople taking personal calls on their cell phones. You'd almost ...
Have you ever wished you could read your customers' minds and know exactly what they think about their experiences with your organization? If you only had a method for documenting customers' impressions as they interact with your staff, you'd have ...
A reliable assessment tactic used for years by banks, restaurants, and hotels, mystery shopping has exploded on the healthcare scene in recent years. Although many healthcare organizations measure patient satisfaction, that data doesn't always paint a clear picture of their ...
What if you walked into your favorite coffee shop one day and discovered that you couldn't order your usual "customized" coffee? You'd be served caffeinated black coffee or nothing at all. Many industry leaders recognize that their customers are demanding ...
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