Exceed in Meeting Employee Needs

In our work, Lead With Your Customer, Mark David Jones and I note that there are 5 key universal human needs: The need to be heard and understood, The need to belong and contribute, The need to feel stable and in control, The need to feel significant and special, and The need to be successful and reach … Read moreExceed in Meeting Employee Needs

Reducing Social Harm in the ICU

A new article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in an ICU setting. The results show that many patients, though made well by procedures performed on them, end up still be emotionally troubled and traumatized after the experience. In fact, about a quarter … Read moreReducing Social Harm in the ICU

Employee Engagement Plans: One Size Only Fits Some

Much has been written and said recently about the importance of Employee Engagement. There have been extensive studies about what employee engagement is (buy-in, ownership, and passion for the organization’s success) and how to create it. Unfortunately, most attempts to develop employee engagement have fallen short of getting sustainable results. One key reason? Companies make … Read moreEmployee Engagement Plans: One Size Only Fits Some

A Simple Subscription–and Prescription for Success

Visited a doctor’s lab for a stress test today. Good news–the test went well. And the staff was really friendly and informative. They gave me some really helpful insight. And they walked (albeit at an incline) me through the entire process. Better–I was out of there in 30 minutes! Unbelievable for being on top of … Read moreA Simple Subscription–and Prescription for Success

Making Business Like a Day at the Beach

One of the original benchmarks in our World Class Benchmarking programs was Celebration Health in Orlando, Florida. Participants were wowed by the experience–even those not in the healthcare field. Celebration Health designed the experience of being a patient there to be more akin to being at a resort hotel. You step into their atrium and all of … Read moreMaking Business Like a Day at the Beach

That Alternate Universe Known as Entitlement

A couple of months ago, I took my daughter to a hospital that out of the kindness of my heart I will not name. It is a prestigious hospital being well known nationally. Yet, it was a disappointing experience. We had driven two hours to see a particular specialist, only to have that individual replaced … Read moreThat Alternate Universe Known as Entitlement

Caring Until The End

We took this picture when I was with The Disney Institute a number of years ago. Everything in the box actually belongs to my family, including the picture of my grandmother Checketts as a small child, and a quilt made by my grandmother Kober. We took the picture as part of a Disney Institute program … Read moreCaring Until The End