To many people, legendary Green Bay Packers coach Vince Lombardi embodied the definition of coaching, demonstrating the principles that he expected his players to live by and inciting them to go the …
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When I ask groups of healthcare workers, “Who is responsible for customer service?,” I really expect everyone from the CEO to the newest housekeeper to raise their hands. While “customer service” …
Imagine walking into Nordstrom’s or Macy’s, expecting to enjoy a quality shopping experience. Instead, you find clothing crumpled on the ground, sticky fingerprints all over the display cabinets, and …
Have you ever wished you could read your customers’ minds and know exactly what they think about their experiences with your organization? If you only had a method for documenting customers’ …
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 …
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 …
