Archive: Uncategorized

Training that Sticks is More than a One-time Event

Posted by Kristin Baird It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient experience and resulting scores. But more often than not, ...

You don’t have to coach all high performers

Posted by Kristin Baird I was recently doing a coaching and engagement workshop for a group of healthcare leaders. During the discussion, a group of participants said that they don’t bother coaching their high performers, because, after all, they’re already high ...

Show Them The Way

Posted by Kristin Baird 20 years ago that I first wrote about the merits of creating behavior-based service standards as a way to articulate clear expectations. Setting standards may seem basic, but it’s amazing how often this level-setting step is skipped. Establish ...

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