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You never get a second chance to make a first impression, and this is especially true with phone encounters. So, making a great first impression on the phone is essential to any business, …

Date posted: August 22, 2011 | Author: | Comments Off on She Said WHAT!?

Categories: Articles - Mystery Shopping


1. Define Your ObjectiveIdentify one or two service issues you would like to learn more about. Priority areas can be related to feedback you received from surveys as well as complaints or comments …

Date posted: July 21, 2011 | Author: | Comments Off on All about Intercept Interviews

Categories: Articles - Tools You Can Use


If you think you know all about medical mystery shopping, and that it’s not for you, you might be surprised. Mystery shopping reveals key information for improving and maintaining an optimal patient …

Date posted: July 12, 2011 | Author: | Comments Off on Medical Mystery Shopping Myth Busters

Categories: Articles - Mystery Shopping


You’ve conducted a very extensive patient satisfaction survey and you’ve just received the results. You’ve gathered your leadership team together and you’re diving into the data. There’s a lot of …

Date posted: July 12, 2011 | Author: | Comments Off on Listen to Your Patients in Stereo

Categories: Articles - Leadership


Storytelling is ageless. It traces back to prehistoric times when cave dwellers would capture their stories in the form of pictures on cave walls. From Aristotle and Aesop to Shakespeare and Doug …

Date posted: June 7, 2011 | Author: | Comments Off on What’s the Story? Great leaders shape culture with stories that support mission, vision, and values

Categories: Articles - Leadership


Several years ago, I was in the midst of a project that involved phone calls and on‐site work. I wanted to learn more about some of the great changes this organization was making and how it tied into …

Date posted: April 12, 2011 | Author: | Comments Off on Cafeteria Expanded into the old Morgue

Categories: Articles - Mystery Shopping


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