A Day Full of Magic
There’s magic happening all around us. We just need to pay attention. I’m happy to say I was paying attention on this one particular day and I couldn’t help [...]
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 [...]
VIDEO: A Department Playbook: Keys To Creating Your Culture of Always
Patients are measuring us on two things: Kindness and the FREQUENCY of that kindness. And yet, we have employees doing their own thing operating in silos. So how do [...]
A New Kind of S.O.P – The “Department Playbook”
In virtually every clinical setting I’ve visited over the last two decades, there has always been some kind of Standard Operating Procedures manual, or SOP. When I took a [...]
A New Level of Customer Service: The Great Napkin Switch!
I have no hesitation at all rewarding great customer service. And excellent customer service is just what I got at a restaurant recently. I was at an airport in [...]