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tag: customers

The Moment of Truth:  Is It Personal? 

30 September, 2015 Posted by John G. Self
The key to executing on a pledge of service excellence is that moment of truth when an employee comes into contact with a customer. In the service industry, including hospitals, hotels, airlines and, believe it or not, car dealerships,  each day contains hundreds to hundreds of thousands moments of truth. It is  daunting  to realize […] Read more»

Why Hospitals Should NOT Fly

22 April, 2015 Posted by John G. Self
In Why Hospitals Should Fly: The Ultimate Flight Plan to Patient Safety and Quality Care published in 2008, author John Nance makes a case that hospitals would do well to incorporate aviation’s best practices into their daily operations. Clearly he was talking about safety, not customer service. Today, airlines continue to offer travelers a safe […] Read more»

‘We Will Because We Can’ Approach to Customer Service Not the Answer

26 September, 2014 Posted by John G. Self
Are your customers — your patients and their physicians — loyal to your health system or hospital because they want to be?  Or, are they there because they feel there is no real choice in the marketplace? Do you want your customers coming back because they feel they have to, or because you have created […] Read more»