Archive: Accountability

Authoritative Leaders Need Not Apply

It seems to me that the concept of accountability is getting a bad rap. I had someone tell me the other day that the reason I don’t see accountability as a bad thing is because I spent 25 years in ...

Example spreads like flesh-eating bacteria

Posted by Kristin Baird It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors. We have been working with an organization on making necessary culture shifts. One of ...

Accountability Can’t Be Optional

Posted by Kristin Baird I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my book, Customer Service in Healthcare (2000, Jossey Bass). It ...

Excuse Du Jour

Posted by Kristin Baird Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses without even realizing that it’s happening. I frequently witness healthcare leaders engaging in ...

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