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 [...]
Customers Want An Emotional Connection: Here’s How To Do It
Have you ever been suckered into staying at one of those timeshare places for hours on end just to get a free _____ (insert the item of your choice here: [...]
Showing Kindness and Gratitude In A Team Meeting – Here’s How We Do It
Like many of you, I hold regular staff meetings with my team. The agenda is usually jam-packed with follow-up items and project updates. But before we get to the [...]
9/11 We Remember: There’s A Sacredness In Speaking Someone’s Name
There’s a sacredness in speaking someone’s name. Several years ago while working at a college in upstate New York, I was invited to take part in a September 11th [...]
Turning A Random Act of Kindness Into BUSINESS AS USUAL
Most women will tell you that one of the worst parts of going to the doctor is having to step on that dreaded scale. It never reflects the numbers [...]
Mystery Shopping 2.0: The Pride Audit
By Kim Court There aren’t any quick fixes when it comes to transforming an organizational culture to create better patient or customer experiences. But there are a few tools [...]