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Where do you hear the loudest customer complaints in the typical hospital of today? It’s the Emergency Room. “Why have I waited so long?!” “Why did that person on the stretcher go back to a room before me?! I was here first!” “I’ve been here 2 hours, and nobody’s told me anything!” These complaints are […]

If you would have spoken with 10 administrators 10 years ago in the world of higher education – from community colleges to universities – you could have easily spoken for 2 hours about their priorities without student retention ever being discussed. My, how times have changed. It seems that more and more often, retention is […]

 If “Service Recovery” means that we need to “save” situations where the customer is upset, irate, or complaining, then there are right ways and wrong ways to do it. While there is no one rule to deal with Service Recovery situations, many times employees can think that they are doing things the right way, and […]