May 18th, 2022
In traditional training approaches, 85 percent of the organization’s effort takes place during a single, one-and-done event. Only five percent of the effort and resources are devoted to follow-up after the “event.”
For training to stick, here's our recommended approach for ...
September 2nd, 2021
Training that Sticks: 4 Simple Steps to Achieving Great ROI
Leaders often tell me that their customer service training didn’t work. What they mean is that it didn’t result in improving patient satisfaction scores. This is the typical indicator used for ...
July 13th, 2021
Written By: Kristin Baird, RN, BSN, MHA
Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
January 19th, 2021
What makes some organizations rise to the top, while others struggle? This is a question we consider each time we assist our partners in implementing best practices. One thing that is certain, is that culture plays an enormous role in ...
October 8th, 2019
Posted by Kristin Baird
It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...
August 15th, 2019
Posted by Kristin Baird
This morning I had a discussion with one of my clients about accountability. Like many leaders, she finds that holding others accountable is one of the most difficult aspects of her work. During our conversation, she shared that ...
July 30th, 2019
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 ...
March 14th, 2019
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 ...
February 21st, 2019
Posted by Kristin Baird
It’s not unusual for us to hear that past training efforts just didn’t stick. When we drill down to learn what had been done in the past and how it was delivered, we’re never surprised to hear ...
July 13th, 2018
Posted by Kristin Baird
Setting standards and training for service behaviors are essential to creating and sustaining a human-centered culture. The problem is that you can’t train and then assume everyone is living up to the expectations. Big mistake. It’s not what ...