“If you don’t know where you’re going, any road will get you there,” is an often-repeated quote from Lewis Carroll’s Alice in Wonderland. Paraphrased, it simply means that without goals and a plan, you could end up wandering aimlessly. It ...
According to 2013 research by AonHewitt, while employee engagement levels are beginning to show some slight signs of improvement globally, only 4 out of 10 employees report that they are engaged—40 percent are “passive or actively disengaged,” a number that has ...
You’ve likely heard this statement before: “When you fail to plan, you’re planning to fail.” The reason aphorisms like this stay around and resonate is because it’s true! When you fail to plan, you are planning to fail. Here’s an example. ...
Not that long ago, I walked into a hospital and approached the Information Desk. There were three people sitting behind the counter allegedly there to provide information and direct guests. I eyed them up quickly to determine which one to ...
It can take months, even years, to establish a solid culture of service excellence yet only one unfortunate misstep to destroy the results of all that hard work. Unfortunately, too often healthcare leaders are inadvertently hampering their own efforts to ...
The Baird team is frequently asked to consult with hospitals and systems that want to improve their HCAHPS scores. The first thing we evaluate is whether or not the focus is on the scores or the experience behind the scores. ...
Recently, I intercepted what could have been a travel disaster for me as I saw an airline attendant about to put the wrong shipping tag on my luggage. Fortunately, I was able to alert the attendant and make sure the ...
The key to successful service recovery lies in creating an environment where employees feel prepared and empowered to handle whatever comes their way. Only when employees feel prepared and empowered will they be able to view a complaint as a ...
We’ve all had bad customer service experiences at hotels, restaurants, airports, and, yes, even healthcare organizations. But the real test of service excellence comes when a bad experience is swiftly and honestly addressed and turned around. When a customer complains, you ...
Ambroise Paré is credited with these words and while Paré, the uneducated son of a country artisan who became a great surgeon, said them in the 16th century, they still resonate today. In fact, a Google search of the phrase ...
