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 26, 2014 | Healthcare
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...
by John G. Self | May 15, 2013 | Leadership, Stories
When an airline treats their dog passengers – the barking, tail-wagging, four-legged variety – with enormous care and concern for their well-being, there is hope for the passengers as the post-merger cultural transformation evolves. When an airline, or any business...
by John G. Self | May 8, 2013 | Healthcare, Leadership
This post was originally published on July 1, 2011. Hospital CEOs have their hands full. They face a boiling cauldron of operational, financial and competitive challenges – any of which could prove career limiting. Surprisingly, however, many CEOs fail not because...
