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 [...]
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 [...]
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 [...]
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 [...]