Today we’re gonna be talking about operations and how that really plays into the role of helping you transform your customer experience, and with us we brought on the Vice President at Mercy Hospital, John Timmerman. The best thing to do is find out who is performing the best and study their behavior, and don’t study the behavior of the average employee, or you’ll get average results. It’s easy to take your company values and just put them on the wall, but often that doesn’t affect a lot of the people working in the department. John tells us how to deal with the employees that aren’t adapting or don’t want to change with the company.

John’s background 0:52
How to coach organizations to shift from subjective to objective 2:33
What it comes down to 8:16
How to deal with people who won’t adapt 10:54
Stay away from this 24:02

“I’d talk about our values and say, ‘If there’s anything here that you feel uncomfortable with, please we’re gonna take a break and do not come back because this is not the right organization for you. There’s an organization out there for you, we’re just not the one, and that’s OK. We want you to come to that self discovery now.’” 11:50