The Right Way To Say “Thanks!”
In business today, employees have found a variety of ways to respond to the customer who says, “Thank You.” One guy I came across in Springfield, Mass. said, “Ok, [...]
Healthcare, Handoffs, and the Ogori Cafe
There was an amazing place in Kashiwa, Japan for a time, that was part cafe, part performance art, and part experiment in human nature and generosity. The Ogori Cafe [...]
Take Care Of Those Who Are Taking Care Of You!
My good friend Robert recently visited me in Orlando from Chicago, IL. He told me of the outstanding service he received during his Orlando-bound flight, from an airline not [...]
An Idea For Healthcare
At TGI Fridays, employees who are in good standing and have worked for the company for six months are able to participate in The Passport Program. This program allows [...]
Is It Possible to Orchestrate Pride In Your Organization?
In business books today, there are a lot of analogies between Renters vs. Owners with regard to employee mentality. I instantly think back to my college days when my [...]
HCAHPS
This week I have received numerous phone calls from healthcare administrators and board members, all with the same topic in mind: HCAHPS. Survey results from the Hospital Consumer Assessment [...]