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Posted by Kristin Baird

Yesterday I was in a department store, poring through the racks, looking for a simple, white blouse. Mind you, I could have gone online and browsed a million sites, but I …

Date posted: November 7, 2019

Categories: Customer Service Skills


Written By: Kristin Baird, RN, BSN, MHA

Culture, in its simplest definition, is “how we really do things around here.” Regardless of the written policies, codes of conduct, and wall-mounted …

Date posted: October 18, 2019

Categories: Articles - Leadership


Posted by Kristin Baird

Face it. Dig beneath any organizational issue and you’re likely to unearth varying degrees of communication problems. Organizations are, after all, comprised of people and …

Date posted: October 15, 2019

Categories: Communication


Posted by Kristin Baird

I recently did a presentation to healthcare marketers and played a game of “Never have I ever” to kick it off. Participants were asked to self-disclose several things, like …

Date posted: October 10, 2019

Categories: Leadership


Posted by Kristin Baird

It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors.

We have been …

Date posted: October 10, 2019

Categories: Accountability News


Posted by Kristin Baird

It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head …

Date posted: October 8, 2019

Categories: Training


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