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In healthcare, it’s important for all of us to make sure our internal filters are in good condition lest we utter any number of hair-raising statements that will make our customers abandon us. …

Have you ever had that sinking feeling that comes over you after saying the wrong thing at the wrong time? Often referred to as sticking your foot in your mouth, the sensation is, unfortunately, part …

The importance of superior customer service in carrying out your organizational mission should be clear to all employees. However, sometimes the employees who work most closely with the greatest …

1. Share a Common FoundationWhen you hear employees (or yourself) begin to use UVT language, such as “They won’t let me do this,” or “They cut our funding for that,” it’s time to step back and figure …

As you deliberately set out to create a culture of service excellence, you may find yourself encountering resistance. Your employees’ abilities and desires to change are vital to the success of your …

1. Promise to Your StaffYou expect your frontline employees to embody your mission in every encounter, but do they know just how to accomplish that? More importantly, do they truly believe that the …

1. Hold Up the MirrorOftentimes, employees entrenched in denial are unaware of their behavior. As a leader and a coach, it’s your job to help them take a step back and recognize the reality of their …

Imagine a child struggling to learn new math facts for a big test. After much post-test anxiety, the student proudly rushes home with his test paper adorned with a bright sticker and the words, “Way …

What is UVT? It’s the phenomenon better known as “Us Versus Them.” The most common symptom is the recurring use of the word “they.” You can recognize UVT in language such as, “They cut our budget,” …

You know that the right words at the right time can give employee morale a much-needed boost while the wrong words leave morale in the dust. Sometimes, however, it’s hard to know which words are the …