For healthcare executives and patient experience leaders
Patients Don’t Experience Your Average.
They experience one person, on one shift, at one location. The gap between the patient experience you designed and the one patients actually get is Service Drift. I help healthcare organizations find it, fix it, and hold it.
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What Healthcare Leaders Say.
Jennifer NeSmith, CEO, Kentucky Health Center Network
“Within 90 days our ratings soared to the high 90 percentile with less than 1% of patient complaints.”
Linda Smith, Supervisor, United Health Centers
Patient Experience and Customer Service
Keynote Sessions
Your team knows what great service looks like. Service Drift is why patients don’t always get it. Barbara’s keynotes are high-energy, funny, and packed with tools your staff can use on the next shift.
Rated valuable by 100% of 3,027 attendees across 78 events (Talkadot).
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Latest Updates
Have a Wonderful Day? They’re Headed to the ER.
Sometimes the words we say automatically are the words we should think about most. A Real World Story A friend of mine has a pet peeve. Whenever a customer service representative says, “I understand how you feel,” she wants to respond “Oh no, you don’t.” She's got a...
It’s Not About the Fee, It’s About the Feel
A Real-World Story About What Customers Remember Sometimes, customer service isn't about the price. It's about how you make someone feel. I was reminded of that this week in a very personal way. My 16-year-old cat, Marie, was dying. I needed to find a veterinary...
The Forgotten Customer: Why Following Up Is the Most Overlooked Part of Great Service
We've All Heard These Words… "I'll check on that and get back to you." "I'll send that over this afternoon." "Someone from our team will give you a call." Most of us have said those words. Most of us have heard them. And if we're being honest, we've probably also...
Let’s Find Your Service Drift
