Archives

There is no shortage of patient satisfaction “experts” and CEOs in healthcare wanting you to implement the latest measurement tool, rounding format, physician best practice, script, or leading-edge technology – all with the promise of launching patient satisfaction scores to the stratosphere! Okay, maybe I’m overstating it, but it’s not overstating it to suggest that […]

I was fortunate to have been asked to speak at a finance association conference this past month on the topic of “Customer Service in the Tax Office.” I know that’s not the most exciting title, but it was a fun group! I stayed at the hotel where the conference was held and had several interactions […]

In less than ten minutes, I saw a flurry of customer service best practices. They were all performed by someone named Linda, and here’s what happened… I was at the Miami airport for the first time in years, not remembering much about how to get to ground transportation, let alone how to find the shuttle […]