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3 Keys to Creating a Great Employee Recognition Program
Do you have a gotcha culture where employees feel like they're getting called out for doing something wrong rather than receiving recognition for doing something right? How would your [...]
Stories From The Road: Patient Experience In Action
A favorite part of my job is meeting so many talented and compassionate people and hearing their stories. These are the folks who are in the field doing the incredibly [...]
Graffiti in Healthcare
Our theme this month is: GRAFFITI. We define graffiti as anything that either distracts or detracts from the ideal patient or customer experience. It can be physical or verbal [...]
A Virtual Tour of the Orlando VA: Experience Lives In The Details
Experience Lives In The Details a post by ILS contributor Sarah Collins On a recent tour of the VA Medical Center in Lake Nona, FL, it was apparent right [...]
Do Your Patients Need A Rosetta Stone?
In 1995, I stood in the middle of a street in Paris, France completely overwhelmed. I was with some girlfriends and we were all excited to practice our super [...]
Your Rude Employees Can Be The Secret To Culture Change
A few years ago, I called a senior level client and was surprised to hear her answer the call herself. Usually, her administrative assistant answered all calls. She later [...]
Keeping Everyone In The Picture
There’s good and bad that comes from having worked at Disney for so many years. The good comes in the form of fond memories, lifelong friendships, and if I [...]
It’s Not The Doctor’s Fault – It’s The Culture
There’s never a justification for rude behavior toward a patient. But if we look closer, sometimes there’s an explanation. A video recently surfaced of a doctor who mocked and [...]
Remembering Orlando Pulse: Two Years Later
Incredibly, it's been two years since the Orlando Pulse nightclub shooting. When a community has been pierced by tragedy, a tremendous sense of helplessness often arises. But there is also [...]
A Legacy of Creating Happiness
If you’ve visited the Grand Floridian Resort at the Walt Disney World in Orlando anytime in the last 20 years you were probably greeted by a kindly old gentleman. [...]
How To Get Your Employees To Stop Passing The Buck
You know the expression, ‘the buck stops here’? Wouldn’t it be great if every employee in every industry stopped passing the buck? Imagine, a world where engaged employees took [...]
Precision and Mayhem (Lessons from the Royal Wedding)
Did you watch the Royal Wedding? I sure did. At 5 am I propped myself up on the couch and became immersed in all things royal. Every channel covered [...]
Nurses Appreciation Week
Nursing is so much more than a job or a career. It truly is a calling. My mother was a nurse and she embraced that calling for nearly 20 [...]
Hardwiring Random Acts of Kindness So They Become Business As Usual
Using someone’s name is a customer service trick anyone can use to personalize and warm-up the customer or patient experience. Why? Because something magical happens when people use your [...]
Putting The Worry In The Room
There’s a tool I’ve been working on and refining for the medical field, and I’d like to share it with you. It’s a simple concept I call “Proactive Anticipation,” [...]
A Note of Thanks
We often get calls, thank you notes, or voicemails from clients who want to share stories about the progress of their cultural transformation. They’re always a bright spot in [...]
The Magic Power of a Special Button
My family and I just got back from a fabulous Disney vacation. It was our kids’ spring break and arguably one of the most popular times to visit Walt [...]
One Way Nemours Gives Patients Peace of Mind
Two nights before we were to leave for a Walt Disney World vacation, my daughter developed a slight fever and a weird rash. At first, I panicked. But one [...]
How To Make Your Facility Stand Out From The Others
If you’ve seen one doctor’s office, waiting room, exam room…you’ve seen them all, right? Well, maybe that’s not entirely accurate, but you know what I mean. By and large, [...]
How To Create Peace of Mind For Your Customers
This sign might not look like a big deal but for a weary traveler who just arrived on the red-eye, it’s very reassuring. Notice the bottom line which reads, [...]
3 Ways To NOT Ruin a Customer Experience
A visit to a local theatre recently reminded me that it only takes a few seconds to ruin a customer experience. When the lights dimmed and the curtain rose [...]
The Employee Experience DRIVES the Customer Experience
As leaders, when we talk about improving the patient or customer experience, we must remember that if we're not caring directly for patients or customers, then we need to [...]
A Great Way To Handle Hard Conversations
Hard conversations can happen anywhere. Whether it's a medical exam room, your boss's office or in your child's classroom, there are times when the news is sometimes hard to [...]
Why Do Patients Sue Doctors?
There is both anecdotal and data-driven evidence as to why patients sue. But I have a hunch. It’s because they feel slighted. Ignored. Talked down to. Brushed off. These [...]
Hope Your Valentine’s Day Is Filled With Kindness
I remember one Valentine's Day afternoon when my younger daughter was sick. She was running a fever and we were out of medicine, so I made a quick trip [...]