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 ...
Where do the vast majority of your patients and potential patients interact with you? Not in person. Not via email. By phone. That’s right; the telephone remains one of the most significant contact points in healthcare. Unfortunately, while significant, it ...
Eight seconds. That’s how long it takes to form a first impression. If you think about your own interactions, you can quickly see the validity of this statistic. Whether at a job interview, a social event or a retail setting, ...
Whoever coined the phrase “silence is golden” was not talking about a management technique. It’s widely accepted that positive reinforcement is one of the best ways to increase good behavior. But don’t be fooled into thinking that ignoring overtly bad ...
