3 Ways To NOT Ruin a Customer Experience
A visit to a local theatre recently reminded me that it only takes a few seconds to ruin a customer experience. When the lights dimmed and the curtain rose [...]
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 [...]
A Great Way To Handle Hard Conversations
Hard conversations can happen anywhere. Whether it's a medical exam room, your boss's office or in your child's classroom, there are times when the news is sometimes hard to [...]
Why Do Patients Sue Doctors?
There is both anecdotal and data-driven evidence as to why patients sue. But I have a hunch. It’s because they feel slighted. Ignored. Talked down to. Brushed off. These [...]
Hope Your Valentine’s Day Is Filled With Kindness
I remember one Valentine's Day afternoon when my younger daughter was sick. She was running a fever and we were out of medicine, so I made a quick trip [...]
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 [...]