A reliable assessment tactic used for years by banks, restaurants, and hotels, mystery shopping has exploded on the healthcare scene in recent years. Although many healthcare organizations measure …
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What if you walked into your favorite coffee shop one day and discovered that you couldn’t order your usual “customized” coffee? You’d be served caffeinated black coffee or nothing at all. Many …
Written By: Kristin Baird, RN, BSN, MHA
Everybody appreciates a pat on the back. The problem is that sometimes supervisors, managers and other organizational leaders are simply too busy, and too …
You know that customer service is a top priority for your organization. You probably have a group of dedicated employees—the customer service “warriors”—who also know that customer service is of …
Very soon the countdown will be completed, the ball will have dropped, and we’ll all be facing a brand-new year. As one year ends, making way for the new one, we can all benefit from taking a moment …
Martin Luther King. Franklin D. Roosevelt. Gandhi.
When these leaders spoke, their followers did more than listen—they became infused with a shared passion and fully engaged in a common …
You’d be hard-pressed today to find a healthcare organization—especially a hospital—that didn’t conduct some form of patient or resident satisfaction survey. Whether it’s a survey supported by a …
You’ve completed the staff training for customer service. The managers are fully on board. You’ve established the standards and clarified everyone’s accountability for results. There are action plans …
As a leader in your organization, you hold your workforce accountable for specific, measurable goals. You work on communicating those goals to your team, show them how they’re being evaluated, …
Imagine yourself walking the hallways of your organization. You are immediately struck by a sense of welcome. You are proud to note that every employee you encounter is smiling and ready to go above …
