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I was privileged to be at a school district’s leadership conference recently, and a portion of the morning activities included a student panel talking about their experiences (good and bad) during their time in the school system. One of the students – a high schooler who was blind – noted his frustration when he entered […]

I know, I know – Government customer service is an oxymoron – I’ve heard the joke often, but I’ve worked with too many local government organizations to believe it’s true. The reasons it’s difficult to deliver great customer service typically fall into 3 buckets: The easiest way to change a culture is to change the […]

In the article Hospital shows improved patient satisfaction, the author highlights a hospital that is using key strategies to drive up patient satisfaction. And in hearing Ivision Memorial Hospital leaders describe the approach, one starts to draw conclusions. Here are some quotes: What we do is we get a group of people from all aspects […]