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This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn’t top-of-mind on our list of things to be thankful for, though, is our employees. And …

Date posted: November 10, 2011 | Author: | Comments Off on Five Ways to Thank Your Employees

Categories: Articles - Employee Relations


Recently, I intercepted what could have been a travel disaster for me as I saw an airline attendant about to put the wrong shipping tag on my luggage. Fortunately, I was able to alert the attendant …

Date posted: September 26, 2011 | Author: | Comments Off on Trust is a Fragile Thing

Categories: Articles - Service Excellence


Your hospital’s reputation depends not only on what your patients say about their experiences, but also what their family members or visitors have to say. After all, they see and hear things that …

Date posted: September 26, 2011 | Author: | Comments Off on Baffled about HCAHPS Scores?

Categories: Articles - Mystery Shopping


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