Culture Catalyst Blog & Articles

Vaccination Logistics Lessons from Chick-fil-A

For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...

Do you work here?

Posted by Kristin Baird Yesterday I was in a department store, poring through the racks, looking for a simple, white blouse. Mind you, I could have gone online and browsed a million sites, but I wanted to be able to feel ...

Lessons on Service Recovery From an Irate Customer

Posted by Kristin Baird We all have those experiences as consumers when things don’t go as expected. We might be disappointed in a meal at a restaurant, or wait longer than expected in line or in the waiting room. But then ...

4 Steps to Make Training Stick

Posted by Kristin Baird https://youtu.be/mYHYe_cf6DM Training is more than a one-and-done approach. To make your training stick, you need to follow a 4-step process: pre-work, training, coaching and finally, reinforcement. Coach, Mentor & Model Service BehaviorsTrain, Retain & SustainService Recovery Is More Than a CouponTraining is ...

A Sign Doesn’t Deliver Great Service

A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having endoscopy.  She was taken to a ...