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For healthcare organizations, it is all about the patient experience. Unfortunately, managing that experience can, as we all know, be extremely challenging. There are so many situations that can make …

We’ve all been there—faced with a critical moment of truth when we might offer some much-needed feedback (constructive or corrective) to an employee, but we let the moment go. Maybe it’s because we …

It can take months, even years, to establish a solid culture of service excellence yet only one unfortunate misstep to destroy the results of all that hard work. Unfortunately, too often healthcare …

It’s the start of a new year, and that gets all of us thinking about goals—or, as we call them in the New Year, resolutions. For healthcare leaders, it’s a great time to be thinking about 2013 …

�It’s not fair!”

“It’s not my fault!”

Many parents are all too familiar with these kinds of comments. Unfortunately, so are many managers! As we work with healthcare organizations around th …

There’s a lot of talk in management circles, including in the healthcare industry, holding employees accountable for certain service behaviors to ensure that they happen consistently—that they simply …

�We are what we repeatedly do. Excellence, then, is not an act but a habit.”

That’s a quote from Aristotle, a Greek philosopher who lived from 384 – 322 BC, but it is as relevant today as it wa …

We know that to create an exceptional service culture, and one that is fully committed to safety, we need to hire right, engage, and retain the best people. These are the three keys to establishing a …

Strategic planning may not be the favorite activity of many healthcare leaders, but it is arguably one of the most important. Unfortunately, too often the plan is created and then pushed aside—in the …

Imagine walking into your doctor’s office where you have a scheduled appointment. It’s your first appointment in this office and you aren’t sure what to expect. You step up to the counter labeled …