Turn a service recovery moment into a WOW experience by Angela Fieler
There is a real art to service recovery. When done well, you can turn a problem into an opportunity to shine.
I was …
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Change is Here to Stay by Angela Fieler
There is no doubt there has been a lot of change over the past 18 months. “What used to work just isn’t working anymore. I think it’s because my teams are …
Nobody loves coaching a know-it-all. We all know one or have worked with one. They’re the ones with the over-inflated ego who often begins sentences with, “Well, you know…” or “I always do it this …
Teamwork and effective communication in healthcare are joined at the hip. It’s almost impossible to have one without the other. Yet, many of us are completely blind to our own communication style, …
Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by …
A coaching culture may be just what healthcare needs to improve employee engagement and retention during today’s Great Resignation.
Peter Drucker famously said, “culture eats strategy for …
Creating the ideal organizational culture takes a commitment to strategic communication. Healthcare leaders cannot say something once and expect the message to permeate the hearts and minds of every …
Leaders as Change Agents: Change Is Hard and Resistance to Change Is Inevitable
Like most entrepreneurs, I’m an ideas person. I see opportunities and potential all around me and that means embracing …
We’ve all heard it said that actions speak louder than words. But when you think about it; your organizational culture speaks louder than any ad, recruitment brochure, annual report or mission …
No one enjoys confrontation with angry customers, especially if you don’t feel prepared to address their needs.
Many healthcare organizations we work with have a desire to do service recovery but …
