Posted by Kristin Baird
When we talk about best practices in customer service, it’s not unusual to hear all the reasons it won’t work here, or it can’t be done. It can be done. I’ve seen it …
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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 …
Posted by Kristin Baird
When you ask most people in healthcare why they chose their careers, they will tell you that they wanted to help others. That internal drive to serve others can get buried …
Posted by Kristin Baird
Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience. Ownership can’t be lip service. …
Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant
Search for the word “leadership” in Google or on Amazon, and you will see that there is no shortage of research studies or publications …
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 …
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 …
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 …
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 …
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 …
