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I recently spoke with a CEO, who was venting his frustration over their poor patient satisfaction scores. He gave me a whole list of best practices they had tried, but didn’t stick. Hearing this once …

Keeping in close touch with both the patients and the staff is key when it comes to creating a more patient-centered culture. A leader sends a strong message that service is a top priority and not …

Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the …

Coaching is a vital skill for leaders at all levels and is essential to achieving optimal performance of your team. Great coaches are made, not born. They learn and apply the skills needed to be a …

When it comes to service recovery, four words can be like throwing gasoline on a smoldering fire, turning an irritation into a full-blown conflagration.  When one of your employees says, “That’s not …

For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of …

I was speaking with a hospital CEO recently about their troubling turnover rates, when he hit on an age-old problem. He pointed out that they continue to promote good workers to management positions …

Have you ever had a difficult employee, who you’ve had to repeatedly coach, or counsel, because of marginal performance and toxic attitude? They may somehow manage to improve just enough to get …

Have you ever felt like you were communicating clearly, only to have someone say, “We can’t read your mind,”? A few years ago, one of my team members held up a mirror for me and exposed a flaw in my …