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