Lather. Rinse. Repeat.

Posted by Kristin Baird

These three words are the simplest, most recognizable instructions in the world. The standard for shampoo and conditioner, applies to other areas of life. Take front line customer service training for example. What if every leader whose staff goes through service training follows the following 3-step reinforcement plan? Observe. Give feedback. Repeat.

In our Power of One leader training, we emphasize the importance of that reinforcement approach to build consistency and accountability in front line customer service training. In a recent training, one manager asked, “Is this really necessary?” And added, “I don’t have time for this.”

“It’s only necessary if you want good, measurable results”

My response was to tell her, “It’s only necessary if you want good, measurable results”. As for her time comment, I recognize the struggle managers have in keeping up with daily demands. Healthcare managers have some of the toughest jobs in the world. Because the stakes are so high in healthcare, there is even greater reason to ensure that staff behaviors are aligned with the organizational values and standards.

The bigger challenge, as I see it, is that managers’ time is gobbled up by people and things that don’t add value to the department and its operations. Too many meetings and too much paperwork take managers away from direct, daily interactions with team members.

Real change happens when rounding, observation and feedback become a priority.

  1. Coach, Mentor & Model Service Behaviors
  2. Does Your Culture Encourage Employees to Despise Their Customers?
  3. Train, Retain & Sustain
  4. I’m the mommy, that’s why!
  5. Training Without Coaching is Quickly Forgotten
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