2012 Planning and the ‘One Thing’ Challenge

Posted by on Nov 28, 2011 in Marketing, Planning, Producivity Here’s a great question to ask and answer in planning for 2012: What’s the ‘one thing’ I could accomplish that would have the most significant positive impact on my business? Of course there is almost always more than one thing that an individual can or should accomplish during a year of work, but if you believe that the quality of outcomes is more important than the quantity of completed...
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Just in time for ‘Black Friday’: Tips for GETTING Better Customer Service

Posted by on Nov 21, 2011 in Communication, Customer Service After many years of training people how to give great customer service, I’ve joked that it would be fun to train customers how to behave in ways that make it easier for them to get great service. Of course it is not the customer’s job to make it easier for a business to serve them well (and I still haven’t figured out how to get customers to pay for that kind of training), but with Black...
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Improve Patient Satisfaction with these 3 Best Practices

Posted by on Nov 15, 2011 in Communication, Patient Satisfaction A patient’s satisfaction is determined by their perception of their experience with you (healthcare providers and staff), not by the things you think you’re doing well. Making small changes in the way you talk with patients can make a big difference in their perception. 1. Demonstrate active listening: The standard eye contact, facial expression, body language, and full attention (no...
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“Ask and Learn” trumps “Show and Tell”

Posted by on Nov 7, 2011 in Communication, Producivity Remember “show and tell” back in early elementary school? Children could bring something from home to show and tell to the class. It seems like that same practice carries over to adults in the world of work. Job seekers are eager to show and tell what they know in an effort to prove they are qualified. Employees look for opportunities to show and tell what they know with the hope of getting a...
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