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 ...
Written By: Kristin Baird, RN, BSN, MHA Everybody appreciates a pat on the back. The problem is that sometimes supervisors, managers and other organizational leaders are simply too busy, and too distracted, by their myriad of day-to-day responsibilities that they miss ...
You know that customer service is a top priority for your organization. You probably have a group of dedicated employees—the customer service “warriors”—who also know that customer service is of utmost importance. But what about the rest of your organization? What ...
Very soon the countdown will be completed, the ball will have dropped, and we’ll all be facing a brand-new year. As one year ends, making way for the new one, we can all benefit from taking a moment to step ...
Martin Luther King. Franklin D. Roosevelt. Gandhi. When these leaders spoke, their followers did more than listen—they became infused with a shared passion and fully engaged in a common cause. When it comes to leadership traits, "passion" is hard to pin down, ...
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