How one bad employee can change a positive experience into a negative memory
Have you ever had an experience that left you feeling, well, sort of blah? I had such an experience. Real World Story: Recently, I was fortunate to stay at a 5-star hotel in Bermuda. After reading the reviews online, I had extremely high expectations. When I arrived,...
Exceptional Medical Customer Service Means Being Your Best Self at the Worst of Times
In the business of healthcare, we are often in contact with people who are at their worst because of pain and the anxiety that comes with it. So it is imperative that we are always our best self. A colleague recently shared the following story. Real world story: “I...