scrubs to c-suite blog

Say THIS not THAT!

Posted by Jane McLeod on Apr 25, 2018 8:00:00 AM





Setting standards for your employee’s to communicate in a certain way may seem like micromanaging to you. 

 You may ruminate on the idea, and determine that you already have them punch in and out a certain way, park in a certain place, and determine a dress code for them.  Telling  them what they can and cannot say may push you over the edge.  I am with you. Let me explain!

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Topics: Employee Engagement, customer service, Leadership skills

Keep Your Current Customers

Posted by Sue Tetzlaff on Jul 5, 2017 8:00:00 AM

Any smart business values the relationship they have with their customers. While most businesses are always in search of new customers, strengthening the bond with current customers is a must.

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Topics: leadership, healthcare, service, customer service, patient satisfaction, healthcare customer service

Customer Appreciation With a Twist (& a Pop)

Posted by Sue Tetzlaff on Jan 4, 2017 8:00:00 AM

Businesses love to host "customer appreciation days." This type of event for many businesses is a special event meant to bring a high volume of customers to the business (....of course, these are most often associated with sales events with discounted prices or special deals of some sort).

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Topics: Positivity, customer service, appreciation, recognition, employee experience

The Waiting is the Hardest Part

Posted by Sue Tetzlaff on Oct 5, 2016 8:00:00 AM

Tom Petty may have been singing about love - yet, his lyrics about waiting could apply to many healthcare experiences. Maybe you’ve noticed it too, it seems as if this “fast food” era has led to “fast everything” expectations.

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Topics: healthcare, service, patient experience, customer service

Too Often, Customers Are Not Kind

Posted by Sue Tetzlaff on Jul 26, 2016 8:00:00 AM

“A dying culture invariably exhibits personal rudeness. Bad manners. Lack of consideration for others in minor matters. A loss of politeness, of gentle manners, is more significant than is a riot.” ― Robert A. Heinlein

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Topics: leadership, healthcare, culture, service, customer service, customer

Put your patients second....and engage your employees first!

Posted by Jane McLeod on Apr 14, 2016 8:04:24 AM


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Topics: Employee Engagement, service, customer service, hospitality

Listening. The best communication tool we have.

Posted by Jane McLeod on Apr 1, 2016 1:21:15 PM

"The most basic and powerful way to connect to another person is to listen.  Just listen.  Perhaps the most important thing we ever give each other is our attention." Rachel Naomi Remen 


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Topics: positive communication, communication, listening, customer service

Inspiring Positive Change

Mediocrity can be replaced by greatness!

We write, teach, and coach to inspire positive, proactive, results-oriented leadership. While we have a passion for (and lots of experience with!) healthcare organizations, most topics we write about can be helpful to any individual, team, or organization that is striving for greatness. Cheers! Jane & Sue

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