Customer Service / Patient Experience Can Make Or Break A Business
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
Blog
Week 39 – Macy’s drops the ball – but not for long!
I'll have to admit that I was pissed about it. I knew it was a minor event in my life, but I was still mad. When I told my husband, he got even madder. I knew what I was going to do. I was going to blog about it. That'll at least make me feel better. Here's what...
Week 38 – Mystery shopping reveals few possess ZAMitude!
Recently, I've been asked to be a "Mystery shopper" at some local doctor's offices. The purpose was to observe the behavior of the receptionists and nurses upon initial contact with the patient. All I had to do was sit in the reception area and observe. When I...
Week 37 – The 10-5 Rule promotes ZAMitude.
At a recent meeting, someone suggested implementing the 10-5 rule. Of course, the rest of us said "The what rule?" To which she replied, " Let me explain. The 10-5 rule states that when you are walking toward someone, at 10 feet you smile, and at 5 feet you...
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