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.
Book a 30-Minute Service Drift Call
Keynote Sessions
Barbara brings this topic to life with a compelling and captivating keynote. Sometimes it can be hard for employees to understand and act on the customer experience. But Barbara makes it educational and entertaining at the same time.
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Customer satisfaction
How Do People Respond After Seeing Barbara On Stage?
Videos & Reviews
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
Blog
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...
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