Archive: Articles - Service Excellence

Acts of Kindness—When They Matter Most

Compassion is the Foundation of Human-Centered Care This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings. In the ...

No More Excuses!

Fostering Accountability to Build an Excuse-Free Culture Nobody likes to admit they made a mistake, admit that they were wrong, or admit that their performance wasn’t quite up to par. And yet, that’s exactly what we all need to do in ...

The Power of Storytelling for Leaders

Think of the most recent presentation you made to your leadership team. Chances are it was accompanied by a PowerPoint deck which likely included several charts and graphs. They typically do. But how much of the information had an impact? How ...

Are Your Standards Expectations, or Merely Suggestions?

Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...

Quell the Big Quit by Connecting to Purpose

Connecting to purpose can make all the difference in engagement and job satisfaction. To counteract the Great Resignation or the “Big Quit” plaguing the country, we must look closely at the way we do work. This includes how we help ...

Service Recovery from the Top Down

No one enjoys confrontation with angry customers, especially if you don’t feel prepared to address their needs. Many healthcare organizations we work with have a desire to do service recovery but have a glaring lack of skills and direction at the ...

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