by John G. Self | Dec 21, 2017 | Stories, Technology
When we make something we should make it the best it can be. It is not good enough for it to work reliably in normal use periods, it also has to be something that works reliably even when everything that could go wrong does go wrong. Mobile apps downloads in total are...
by John G. Self | Sep 30, 2015 | Healthcare
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...
by John G. Self | Apr 22, 2015 | Healthcare, Stories
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...
by John G. Self | Sep 8, 2014 | Healthcare, Leadership
The CEO of a major airline that is in the early stages of merging two very diverse operations and cultures, recently bragged about how good things were going, much better than expected, certainly better than the United/Continental union which hit some large speed...
by John G. Self | Apr 18, 2014 | Career Management, Leadership
You cannot be perfect at customer service. The real fun comes, I believe, in the trying to be perfect, being passionate about achieving that which is impossible to attain. That companies understand they cannot achieve service perfection but still keep trying, is an...
