Archive: Articles - Service Excellence

That Chatbot Couldn’t Care Less About You!

AI spotlights the need for human connection  You may or may not realize it but many of the conversations you have with the companies and brands you’re a customer or client of aren’t taking place with people—they’re taking place with bots, ...

You Can’t Handle the Truth!

You asked for it, but are you ready? Patient experience still ranks among healthcare executives' top concerns, and we're often brought in to help organizations dig deeper into what's behind their patient experience scores. "We want to know how to improve," they ...

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 ...

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