If Your Hair Salon (Or Barber Shop) Ran Your Hospital
Stop for a moment and think about who cuts your hair. Is it a man or a woman? How long have you been going to that salon or barber [...]
How To Move From a Transaction to An Experience
Ever wonder what makes some organizations better than others? Often, it has little to do with products or services, although those things need to be good. What really makes [...]
What Do Patients See?
“You can never really know a man until you’ve walked a mile in his shoes.” To be able to see and experience things from another person’s point of view [...]
Managing Expectations: Disney’s Formula For Success
Some of my fondest memories and greatest business lessons came from my nearly two decades working for the Walt Disney Company. While I was there, I learned one of [...]
Unexpressed Expectations Can Lead To Unexpected Resentments
To a consumer, the word transparency means clarity and being upfront with the true cost of a product or commodity. It's a great concept, but how often does it [...]
Human-Business-Human® In Action: A Tale of Two Needle Pokes
One of the key things we teach our clients to use in every patient and employee interaction is our technique called, Human-Business-Human® Why? Because it works. This story has a [...]