In continuing discussion regarding "passing the survey", one particularly helpful tactic that is effective in improving customer service, even beyond the survey, is an "Adopt a Resident" program. This helps to elevate your customer care from interdisciplinary to trans-disciplinary - a major success!

"All Staff" meetings already have a stigma of boring, purposeless events thus making things an uphill battle for organizations to even get attendance, much less participation or excitement. Today, Clint shares ideas for holding more productive, exciting meetings when these types of events are called for.

In our work with our clients, we have found that a positive tactic that works in improving job performance is the inclusion of a willingness score in the review criteria. This score tracks those “above and beyond” behaviors that are needed to ensure smooth operations but might not necessarily be documented in the job descriptions. Give a listen and then give it a try!

Many healthcare organizations are solely focused on “passing the survey” with flying colors as the highlight of their existence. Unfortunately, they may be doing so at the sacrifice of actual customer opinion, alternate revenue streams and other benefits. Today Clint discusses that while passing the survey is indeed important, it is also critical that those passing scores be utilized to keep moving the organization forward in other areas as well such as customer & employee satisfaction, revenue, growth and more.

Great customer service begins with the decision you make each day to go that little bit beyond the expected level of service to instead deliver the unexpected. Many customers already have low expectations of service from experience in the past, so a little extra effort can payoff not only in exceeding their expectations, but dazzling them, which often pays off even more!

Evaluating one's performance is often seen as a difficult task, especially in regards to rewards and recognition. It is imperative to help employees be recognized for the difference they make in the organization and not just be made to feel they are lucky to be employed. Performance pay can help in this respect.

There is a difference between being respected and being liked. Clint discusses how respect goes a lot further in the long run. While it is nice to be liked as well, ultimately a respectful relationship drives a greater level of success for all parties involved and often lays down a foundation for be liked in the process to boot.

Winning group attitudes don't come about by pixie-dust. That being the case, what does it take to forge success in group attitude dynamics? Clint contends it starts with the team and should be team-driven. Listen in today!

Negotiations don't have to have a foregone conclusion of "win-lose". Today, Clint investigates how information, power and time work together in negotiations so you can craft a "win-win" for all parties involved.

Satchel Paige once said, “Don’t look back. Something might be gaining on you.” They same is true for our efforts in our organizations and in our lives. You can learn from the past while focusing on the future. Clint discusses setting your goals and efforts to new levels.