The One Phrase We Need To Get Rid Of
Do you and your employees know the difference between daily job tasks and the role you play in contributing to patients’ overall healing experience? If the answer is no, [...]
Think Before You Speak
A post by ILS team member Eric Kidwell: My mother is in a nursing home. She has dementia. It has been rough. Today, she called me and told me [...]
“I Get To Take Care Of You Today”
Somewhere along the way, waiters and waitresses stopped saying “I’m your waitress” and instead changed to “I’ll be taking care of you tonight.” I don’t have a problem with [...]
If You Fall, I’ll Pick You Up
When my son was born, I was singing him a song called “The Horses” by Kenny Loggins. My father had come to visit and was listening from the other [...]
Are You One On “Those People?”
Traveling around the country, I meet a lot of “those people.” There are really two types of “those people.” First, there are “those people” who suck the oxygen out [...]
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, [...]