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Hope Rocks
Hope. You can’t see it with your eyes. But what if you could? What if you could pick up a piece of hope and carry it with you? Like [...]
Organizational Cultures Must Grow Organically
My seven-year-old daughter plays on one of our community’s recreational soccer leagues. Every Tuesday night, they practice on one of the old turf fields at the local high school. [...]
How Warby Parker Delivers On The Promise of Their Brand
Can you tell your brand story in 100 words or less? Warby Parker, the online eyeglasses retailer, sure can. Here’s their brand story: Now that you know their story, [...]
The Heart of A Great Patient Experience
A post by ILS Facilitator, Bailey Figueroa My mother in law was recently admitted to Sutter Medical Center in Sacramento, CA for scheduled open heart surgery to replace a blocked [...]
Hospital vs Hospitality: Let’s Create Something Remarkable
To a patient, the closest thing to a hospital is a hotel. In fact, if you look it up you’ll see the root word of hospitality is hospital. Coincidence? [...]
Open Early, Stay Late: How Disney and Hallmark Delight Customers
A Simple Way That Disney and Hallmark Delight Customers Sometimes we find inspiration when we're not even looking for it. This morning, I stopped at my local Hallmark store [...]
How Disney Handles Visual Intrusions
Since my family lives in Orlando, we visit Disney fairly regularly. During one such visit, we visited Hollywood Studios and I snapped this photo of an area being refurbished. [...]
Why Do We Call It A “Geriatric Pregnancy”?
A friend of mine is 39 and expecting her third child. It was a planned pregnancy and she and her husband are overjoyed and crossing their fingers for a [...]
The Art of A Sincere Apology (Inspiration From Ben Franklin)
The Art of A Sincere Apology (Inspiration from Ben Franklin) “Never ruin an apology with an excuse.” - Ben Franklin Today is the birthday of one of my favorite [...]
Improving the Patient Experience For Good
Improving the Patient Experience For Good Is one of your New Year’s Resolutions to improve the patient experience at your hospital or care facility? If so, I have some [...]
We See You And We Thank You
Thank you..... Nurses Doctors Housekeeping staff Food and service technicians Front desk team Ambulance drivers X-ray technicians Surgeons Anesthesiologists CNAs Thank you for choosing a profession that doesn't close down [...]
How Disney Preserves The Guest Experience
How Disney Hides Their Backstage Areas To Create Great Guest Experiences Most people are aware that Disney has backstage areas where their cast members (employees) and character entertainers go [...]
Keeping Patients In The Loop By Caring Out Loud®
Keeping Patients In The Loop By Caring Out Loud Caring Out Loud® is the process by which we proactively anticipate needs by communicating clearly (verbally or nonverbally) with others [...]
A Must-Watch Video On Empathy
A Must-Watch Video On Empathy Empathy. It's one of those things you have to see in action in order to better understand what it means and what it looks [...]
Not Everyone Is Off On Thanksgiving
Not Everyone Is Off On Thanksgiving Last year, shortly after we finished our Christmas feast, the pipe under our sink cracked and we were without water. We knew the [...]
Who’s Caring For Those That Care For Others?
The Danger in Calling Doctors and Nurses Superheroes I’m obsessed with the new TV show, “New Amsterdam.” Have you seen it? It takes place at a hospital in New [...]
Our Magic Formula: Human-Business-Human®
The Magic Formula: Human-Business-Human® One of the easiest and most impactful ways to connect with a customer, patient, or co-worker is to use our technique, “Human-Business-Human®, or HBH. The [...]
Quick Fixes To Patient Experience Are A Trick – Not A Treat
This time will be different! she says. But it never is. No matter how many times Lucy says she won’t pull the football away, she always does. And it always [...]
Hospital Volunteers (The Furry Ones)
Man’s best friend, right? Well, what about a patient’s best friend? Can a dog bring the same kind of joy, comfort, and happiness to a scared and anxious patient [...]
Loyalty: It’s All About A Feeling
If you don’t think the human side of healthcare matters, just ask a woman why she left her ob/gyn. I can pretty much guarantee it wasn’t because of any clinical [...]
Two Powerful Tools To Create Peace of Mind For Patients
No worries. That’s really the goal of all customer service efforts, isn’t it? We don’t want our patients or customers to worry about what’s going to happen next. And yet, [...]
High Price vs High Value (Which One Are You Known For?)
There’s a scene in one of my favorite movies where two actors are having a conversation in a bookstore. One of the actors holds up a rare edition of [...]
An Unexpected Bag Of Treats
Little things can be a big deal to patients. I remember my mother describing the warmth and coziness of the robe she was given at her last mammogram. When [...]
What To Do When The Engine Stalls
Guest post by ILS contributor, Sarah Collins This past week, my family did what some people would have a tooth pulled to avoid. We went to buy a car. [...]
One Super Simple Way To Connect With Patients
At the risk of pointing out the obvious – we can learn a lot from teachers. But I’m not talking about what goes on in the classroom. I’m talking about [...]