tag:blogger.com,1999:blog-22718119496389798312024-03-05T20:07:25.880-08:00QUALITY INSIGHTInsight from Pinnacle QI, a Customer/Employee Satisfaction Measurement firm.Pinnacle Quality Insighthttp://www.blogger.com/profile/13658604772501817030noreply@blogger.comBlogger24125tag:blogger.com,1999:blog-2271811949638979831.post-64508238736702592412019-07-17T07:31:00.000-07:002019-07-17T07:31:15.091-07:00We Have A New Blog!<h2 style="text-align: center;">
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My aunt has a rare condition that has left her with many physical disabilities, including making it very difficult for her to communicate. Throughout the years, caregivers have struggled to understand what she is saying. Only the most patient people are willing to sit and listen to her repeat portions of a phrase until she is able to get the rest of her thought out. Even after hearing the whole phrase, it can still be difficult to interpret what she has said. As caregivers spend more time with her, those who are willing to put in effort to listen to her become good at understanding what she is trying to communicate. However, in many cases, caregivers feel they don't have enough time to sit and listen.</div>
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About a year ago, a group of students reached out to the care facility where my aunt lived to see if they could do a student project to help a patient who struggled to communicate. They worked closely with my aunt and family to learn about her struggles and what would help her. In return, they created an app for a tablet that they attached to her wheelchair. Now when my aunt needs something, she can press a button that says the words that she is trying to communicate, such as "I would like to have my teeth brushed," "I need to use the bathroom," "I would like to eat pasta," and so on.</div>
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While providing a tablet with an app on it for all those who struggle to communication may not be an option, it is possible to find ways to improve communication so people can still make decisions for themselves. For instance, having pictures or words people can point to, asking yes or no questions, encouraging hand gestures such as thumbs up or thumbs down, and watching for body language queues are all ways to provide people with opportunities to express their needs and desires.</div>
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Here are some tips from the <a href="https://www.stroke.org.uk/sites/default/files/helping_someone_with_communication_problems.pdf" target="_blank">United Kingdom's Stroke Association</a> that can also be used when communicating with others:</div>
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<ul>
<li>Keep your sentences short and simple. Ask one question at a time.</li>
<li>Say when you don't understand. Don't worry if you make a mistake in understanding. Keep trying.</li>
<li>Talk about one topic at a time.</li>
<li>Use whatever you can to help with communication: point to things, make gestures, write, draw, hum, or sing.</li>
<li>Talk naturally about things you are both interested in.</li>
<li>Listen.</li>
<li>Try not to interrupt.</li>
<li>Allow silences.</li>
<li>Ask questions.</li>
<li>Check to make sure you have understood. Don't pretend you understand if you don't.</li>
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By allowing people to communicate their thoughts, needs, and wants, it gives individuals a greater sense of their dignity in care.</div>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></h2>
Q&A leader</span></h2>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Angell Hanson</span><br />
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Account Manager, Pinnacle Quality Insight</span><br />
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Audience</span></h2>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">CAHPS, Home Health, Hospice</span><div class="blogger-post-footer"><script type="text/javascript">
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<span style="font-size: 11pt; line-height: 15.6933px;">FREE ON-DEMAND WEBINAR</span></span></h3>
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<span style="font-size: 20pt; font-weight: normal; line-height: 107%;">Simplification:
The Secret to Boosting Customer Satisfaction Rates</span></h2>
<span style="font-size: x-small;">AUDIENCE: Skilled Nursing Facilities (SNF), Assisted Living (AL), Independent Living (IL), Customer Satisfaction</span><br />
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Using a proprietary algorithm, Pinnacle has identified which
questions from the Pinnacle customer satisfaction survey most strongly
correlate with the, "How likely are you to recommend others
to this location," question. Based on the feedback from your surveys,
Pinnacle determines which of the five key drivers, or areas of focus, your
location should direct its efforts toward. This webinar will teach you how to harness the power
of knowing your focus area to make the most impact in your facility.</div>
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What you’ll learn: </span></h2>
<ul>
<li>What is a focus area</li>
<li>How to find your focus area</li>
<li>What to do with your focus area</li>
<li>Why you should involve your staff in your focus area efforts</li>
</ul>
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<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
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<span style="font-weight: normal;">Presenter</span></h2>
Chris Magleby<br />
CEO, Pinnacle Quality Insight<br />
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<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Employee turnover is a growing concern. However, there are ways you can bust these 10 employee turnover myths and increase your employee engagement. </span><br />
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<span style="font-family: "verdana" , sans-serif;">Myth 1: It's Inevitable in Healthcare</span></h2>
<span style="font-family: "verdana" , sans-serif;">If you work in healthcare, senior care in particular, employee turnover is guaranteed. It's hard work and jobs in other sectors are more enticing. Or does it have to be? The answer is no. Creating a culture in your company that focuses on the purpose (or the why) for the work instead of the functions (or the list of tasks) can change hard work into intensely rewarding work.</span><br />
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<span style="font-family: "verdana" , sans-serif;">Myth 2: It's The Lack of Pay</span></h2>
<span style="font-family: "verdana" , sans-serif;">Medicare dictates the wages of workers. When fast food places offer more money for easier work, what keeps employees from making the switch? As it turns out, <a href="https://www.psychologytoday.com/blog/mind-the-manager/201306/new-employee-study-shows-recognition-matters-more-money" target="_blank">praise is a bigger motivator than pay</a>. This doesn't mean that people will work for nothing, of course. Bills arrive in every mailbox. However, employees are more motivated to work for a company where they are appreciated rather than for a company where they are paid better but work in an environment where their efforts go unnoticed.</span><br />
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<span style="font-family: "verdana" , sans-serif;">Creating an environment where recognition is emphasized doesn't have to be expensive, time consuming, or insincere. When gathering feedback from customers about their experiences, ask them if they would like to recognize any of your employees. Create </span><a href="https://pinnacleqi.com/clients/certificate_generator/" style="font-family: verdana, sans-serif;" target="_blank">employee achievement certificates</a><span style="font-family: "verdana" , sans-serif;"> and take time to recognize those who go above and beyond. Encourage co-workers to share positive interactions they have with one another. Begin with a top-down approach of providing praise for work well done.</span><br />
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<span style="font-family: "verdana" , sans-serif;">Myth 3: Our Small Business Just Can't Compete</span></h2>
<span style="font-family: "verdana" , sans-serif;">Large companies and hospitals have a great ability to draw talented prospective employees to their doors. However, this doesn't mean that a small business has to pick up the less-desirable workers. Oftentimes, small businesses provide greater hands-on opportunities. Tout the career growth opportunities that your small business has to offer talented employees.</span><br />
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<span style="font-family: "verdana" , sans-serif;">Myth 4: Managers Don't Affect Turnover</span></h2>
<span style="font-family: "verdana" , sans-serif;">Does this one even need to be said? I mean, who wants a micromanaging, quick-tempered, or uninspiring manager? Obviously, no one wants to work with a manager who makes life miserable. But did you know that </span><span style="font-family: "verdana" , sans-serif;">the way your managers perceive their team members can also make a difference in whether employees stay or start looking for new work? Managers who help their team members recognize their talents and encourage them to continue growing can help employees stay engaged. Encourage your </span><span style="font-family: "verdana" , sans-serif;">managers to identify how their team members' strengths fit into the organization's goals and values. Then provide managers with the tools they need to help their team members continue to increase these skills. </span><span style="font-family: "verdana" , sans-serif;">Instead of thinking about training as a one-time event, encourage continuous learning among all employees.</span><span style="font-family: "verdana" , sans-serif;"> </span><br />
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<span style="font-family: "verdana" , sans-serif;">Additionally, a company culture that encourages its staff to apply for positions within the company can help employees feel there are opportunities for growth where they are. Highlight lateral career paths within your company in addition to vertical career paths. Encourage managers to help their team </span><span style="font-family: "verdana" , sans-serif;">find the work they love without leaving.</span><span style="font-family: "verdana" , sans-serif;"> </span><br />
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<span style="font-family: "verdana" , sans-serif;">Myth 5: Turnover Only Affects Finances</span></h2>
<span style="font-family: "verdana" , sans-serif;">Losing valued employees takes a much larger toll on your company than just the expense of replacing the individual. When an employee chooses to leave, you lose the customer relationships they have garnered, their productivity, and the knowledge they've acquired while working for you. Turnover also affects your company culture.</span><br />
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<span style="font-family: "verdana" , sans-serif;">Myth 6: It Doesn't Correlate with Culture</span></h2>
<span style="font-family: "verdana" , sans-serif;">According to Wikipedia, culture is defined as the social behavior and norms found in human societies. What are the normal social behaviors in your company? Is there a high amount of negative competition? Do employees hoard information from other employees? Are employees forced to choose between family and work life? Are the staff members building positive connections with others? Does your company tell the truth to itself? Are your employees happy at work? Are your employees sick and/or tired?</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">The culture of your company makes a huge difference in how your employees perceive their job. In fact, author Brent Gleeson argues in Inc.com that it's the <a href="https://www.inc.com/brent-gleeson/how-important-is-culture-fit-for-employee-retention.html" target="_blank">most important aspect</a> of employee retention.</span><br />
<h2>
<span style="font-family: "verdana" , sans-serif;">Myth 7: New Employees Are Most Likely to Leave</span></h2>
<span style="font-family: "verdana" , sans-serif;">Starting a new job can be challenging, but the path your employees take doesn't have to be treacherous. Providing a </span><a href="https://www.shrm.org/resourcesandtools/hr-topics/talent-acquisition/pages/new-employee-onboarding-guide.aspx" style="font-family: verdana, sans-serif;" target="_blank">strong onboarding program</a><span style="font-family: "verdana" , sans-serif;"> can make the transition smooth. Be sure not to confuse orientation with onboarding. Onboarding consists of acclimating and engaging employees throughout the first 90 days, and even the first year.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">When I started working at Pinnacle, I received a card from my new coworkers, welcoming me. It was a small thing, but I meant a lot. Other things that can help an employee acclimate include the following:</span><br />
<ul>
<li><span style="font-family: "verdana" , sans-serif;">A peer or mentor who can provide support</span></li>
<li><span style="font-family: "verdana" , sans-serif;">One-on-one time with the manager on the first day to build rapport</span></li>
<li><span style="font-family: "verdana" , sans-serif;">A ready-to-go work space</span></li>
<li><span style="font-family: "verdana" , sans-serif;">Thorough training, along with clear instructions regarding compliance</span></li>
<li><span style="font-family: "verdana" , sans-serif;">Consistent communication </span></li>
</ul>
<h2>
<span style="font-family: "verdana" , sans-serif;">Myth 8: They Won't Tell You Why They're Leaving</span></h2>
<span style="font-family: "verdana" , sans-serif;">Many companies miss out on a valuable piece of information when employees voluntarily leave—they don't ask WHY. It's a common misconception that employees won't tell the truth. However, asking exiting employees can be a source of priceless information. You can learn what about their job caused dissatisfaction, suggestions they have for improving company culture, and more. Just remember that hearing constructive feedback can sometimes be difficult. Be sure to accept the feedback without becoming defensive or combative. Incorporating changes based on exiting feedback can help your company resolve company culture and operational challenges, and increase employee engagement.</span><br />
<h2>
<span style="font-family: "verdana" , sans-serif;">Myth 9: It's Good If You Don't Have Turnover</span></h2>
<span style="font-family: "verdana" , sans-serif;">If your company has had the same employees for years without any turnover, that may not be such a good thing. </span><span style="font-family: "verdana" , sans-serif;">Turnover can be good because it brings in new ideas and new talent. It can also help you reduce the number of disengaged employees in your ranks.</span><br />
<h2>
<span style="font-family: "verdana" , sans-serif;">Myth 10: Turnover is Always Bad</span></h2>
<span style="font-family: "verdana" , sans-serif;">Not all turnover is created equal. Employees who are not engaged or are actively disengaged at work create a negative impact on your company culture and your company's level of productivity. While you may be able to help some of the not engaged employees to become engaged, it's unlikely that the actively disengaged employees will become actively engaged. In these situations, it may be best to encourage your actively disengaged employees to find new opportunities elsewhere</span><span style="font-family: "verdana" , sans-serif;">.</span><span style="font-family: "verdana" , sans-serif;"> Thus, leaving openings you can fill with more engaged employees.</span><div class="blogger-post-footer"><script type="text/javascript">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKgU9CrVt7zqJzm23QIE76ipntzkZM2tIE4_r5_EOHsN5UMaZERoGG5Hlv7APawS6MKgV4WDCw7_hxOMHb4SAqlEpCfxrmq4fOWd1ygLay6rF5jmdRgA0kCtWrgduyY7GeJxe_X0am123a/s1600/AdobeStock_172809085.jpeg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="534" data-original-width="1600" height="212" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKgU9CrVt7zqJzm23QIE76ipntzkZM2tIE4_r5_EOHsN5UMaZERoGG5Hlv7APawS6MKgV4WDCw7_hxOMHb4SAqlEpCfxrmq4fOWd1ygLay6rF5jmdRgA0kCtWrgduyY7GeJxe_X0am123a/s640/AdobeStock_172809085.jpeg" width="640" /></a></div>
<h3 style="text-align: center;">
<span style="background-color: white; color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Part 7 of 7:</span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"> Treat everyone with importance</span></h3>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">7 Ways to Improve Patient Satisfaction</span></span></h3>
<div>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></span></div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Patient interaction with staff members has the largest impact on customer satisfaction. Wait...did you catch that? The thing that influences customer satisfaction the most is your employees. </span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">When treated with importance, clients are more likely to forgive shortcomings. This rule is integral to all seven tips.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">How do you do it, though, when you have many patients and are pressed for time? Here are four key behaviors to incorporate into your routine:</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<br />
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Love is spelled T-I-M-E.</span> </h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">I have five siblings. One day, we were talking together about our mom and who she liked best. We were all convinced that we were her favorite. After squabbling about it for several minutes, we went and asked my mom who of us was her favorite. She said she didn't have favorites so we pressed to know the truth. "C'mon, Mom. Who's your favorite?" She smiled and responded, "Dad's my favorite." We all rolled our eyes and laughed.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The thing I learned that day was that my mom, although she was busy, took time to listen to our stories and find out what was important to us. She made sure that even if we didn't get a lot of one-on-one time with her that the time we did get with her was quality time.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<br />
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The secret art of listening</span></h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Actually...it's no secret. Listening is one of the best ways you can show someone that you think they are important. Just remember that listening has to do with more than your ears. Actively listening to someone means that you are paying attention to not just what they say, but how they say it through voice intonations and body language. Active listening requires taking in all the verbal and nonverbal cues to understand fully what someone is trying to communicate.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<br />
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Be genuine</span></h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Why? People will trust you more, according to </span><a href="https://www.psychologytoday.com/blog/the-squeaky-wheel/201503/the-7-habits-truly-genuine-people" style="font-family: "helvetica neue", arial, helvetica, sans-serif;" target="_blank">Psychology Today</a><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">. "We believe [that] those who are true to themselves are also likely to be truer and more honest with us." So embrace your authentic side and show your patients the </span><i style="color: #666666; font-family: "helvetica neue", arial, helvetica, sans-serif;">real </i><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">you. If authenticity isn't your thing...yet, here's a </span><a href="http://brenebrown.com/wp-content/uploads/2013/09/Authenticity_download-1.pdf" style="font-family: "helvetica neue", arial, helvetica, sans-serif;" target="_blank">great poster</a><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"> to help you start practicing it.</span><br />
<br />
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Treat others the way THEY want to be treated</span></h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">"They spoiled me rotten," the patient said in an interview. "They made me feel alive again." Now that's what we want to hear! Everyone is unique in their needs. When you take time to get to know people, that's when you can truly give them those things they need—simply because you understand their needs.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Want to read the other six ways to improve patient satisfaction? Start with <a href="http://pinnacleqi.blogspot.com/2017/12/invest-in-your-employees.html" target="_blank">part 1: Invest in Your Employees</a>.</span><div class="blogger-post-footer"><script type="text/javascript">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgi3dWRxQixzYJ3qEZ9U42DtayJvNr9gaZOblZ0v-_0Inzcu5nyYvPoqGeLNJma8WIE6tvS1g9V4Gh-D75zGeN8-MV8tMo6qTm-uXGNctup-vYNcPSFxuvKwNWmjkc293Rhrzvg_tSlpml/s1600/AdobeStock_81519874.jpeg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: "verdana" , sans-serif;"><img border="0" data-original-height="638" data-original-width="1600" height="254" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgi3dWRxQixzYJ3qEZ9U42DtayJvNr9gaZOblZ0v-_0Inzcu5nyYvPoqGeLNJma8WIE6tvS1g9V4Gh-D75zGeN8-MV8tMo6qTm-uXGNctup-vYNcPSFxuvKwNWmjkc293Rhrzvg_tSlpml/s640/AdobeStock_81519874.jpeg" width="640" /></span></a></div>
<h3 style="text-align: center;">
<span style="font-family: "verdana" , sans-serif; font-size: large;"><span style="background-color: white; color: #666666;">Part 6 of 7:</span><span style="color: #666666;"> 4 Ways to Lose Wait</span></span></h3>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: "verdana" , sans-serif; font-size: small; font-weight: normal;">7 Ways to Improve Patient Satisfaction</span></span></h3>
<div>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: "verdana" , sans-serif;"><br /></span></span></div>
<span style="font-family: "verdana" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;">A common complaint from those receiving care is excessive waiting. </span></span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Waiting creates a high level of frustration and sends the message that the individual who is waiting is not important.</span></span><br />
<span style="font-family: "verdana" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: medium;"><span style="color: #666666; font-size: small; font-weight: 400;">Countless hours of research have gone into the study of waiting, and it isn't surprising that waiting can produce unhappy customers. </span><span style="color: #666666; font-size: small; font-weight: 400;">Based on the</span><span style="color: #666666; font-size: small; font-weight: 400;"> </span><a href="https://psychcentral.com/blog/archives/2012/10/19/the-psychology-of-waiting-in-lines-8-reasons-that-the-wait-seems-long/" style="font-weight: 400;" target="_blank">8 factors that make the wait seem longer</a><span style="color: #666666; font-size: small; font-weight: 400;"> </span><span style="color: #666666; font-size: small; font-weight: 400;">from World of Psychology on PsychCentral, here are some tips for making it less painful to wait.</span></span></span><br />
<h2>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: large;">Unavoidable waits</span></span></h2>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;">Sometimes waiting is unavoidable. So how do you manage patient expectations without slowing down the process? Here are four tips for dealing with unavoidable waits:</span></span><br />
<h3>
<span style="color: #666666; font-family: "verdana" , sans-serif; font-size: small;"><br /></span></h3>
<h3>
<span style="color: #666666; font-family: "verdana" , sans-serif; font-size: small;">Communicate</span></h3>
<span style="font-family: "verdana" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">The aid was supposed to come at 10 a.m. but now it's almost 10:40 a.m. and the patient is feeling like they've been forgotten. </span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;">Simply letting the person know that you're running late can greatly reduce waiting anxiety. The m</span></span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">ost common complaint respondents give is that the agency doesn’t communicate with them what time their aide, therapist or nurse will stop by. </span></span><span style="color: #666666; font-family: "verdana" , sans-serif;">Find out if the person has a time conflict that is creating stress for them. Reschedule if needed.</span></span><br />
<div>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: small;"><br /></span></span></h3>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: small;">Be present and attentive</span></span></h3>
<span style="font-family: "verdana" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;">The third most common complaint regarding waiting is that when the employee is rushing to get to their next appointment, the patient feels less important or cheated. To avoid this, e</span></span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">xplain to the patient that you need to take a minute to call the office and let them know you are 30 minutes behind. That way you won’t be rushing in their appointment and the next person will know what to expect. Another thing you can do is l</span></span><span style="color: #666666; font-family: "verdana" , sans-serif;">et the person know that once you arrive, you will provide them with the best quality of care. This sets the expectation that although you are late, they are important to you.</span></span><br />
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: small;"><br /></span></span></h3>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: small;">No excuses</span></span></h3>
<span style="color: #666666; font-family: "verdana" , sans-serif;">It's no surprise that things don't always work out the way you plan. However, using excuses to justify long wait times can further exacerbate the problem.</span><br />
<h3>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="color: #666666; font-family: "verdana" , sans-serif; font-size: small;"><br /></span></span></h3>
<h3>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="color: #666666; font-family: "verdana" , sans-serif; font-size: small;">Say "Thank you" not "I'm sorry"</span></span></h3>
<div>
<span style="font-family: "verdana" , sans-serif;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="color: #666666; font-family: "verdana" , sans-serif;">When you finally rush in the door, instead of apologizing for running late, thank the patient for their patience. By doing this, it will help you and the patient to transition from the frustration of waiting to the happiness of being assisted. You may want to k</span></span><span style="color: #666666; font-family: "verdana" , sans-serif;">eep inexpensive but thoughtful items on hand, such as lollipops, to offer to patients as a thank you gift for their patience.</span></span><br />
<span style="color: #666666; font-family: "verdana" , sans-serif;"><br /></span></div>
<div>
<span style="font-family: "verdana" , sans-serif;"><span style="color: #666666;">For more ways to improve patient satisfaction, visit</span><span style="color: #666666;"> <a href="http://pinnacleqi.blogspot.com/2018/03/treat-everyone-with-importance.html" target="_blank">part 7: Treat Everyone with Importance</a>.</span></span></div>
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<span style="font-family: "verdana" , sans-serif;"><b>Asset.</b> A useful or valuable item/person that one owns.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span><span style="font-family: "verdana" , sans-serif;">If you have not already, you need to stop and examine how you perceive the employees at your company. The way you see your employees affects your employee engagement.</span><br />
<h2>
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhel9PBsw2zCg-A3tC5Ayjn0KGV8xyRvPbDIdLLKw-g6T8dk7tqQ3JNbVtAEEsV7wBTUUIcurc4ezkjDYHPCkeKjEkdPB73lGqOYWQP-NKOx_JyiIu-QYg8Iw2Wmt2CFlOLaeV6EcFueRps/s1600/AdobeStock_83530669.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="899" data-original-width="1600" height="223" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhel9PBsw2zCg-A3tC5Ayjn0KGV8xyRvPbDIdLLKw-g6T8dk7tqQ3JNbVtAEEsV7wBTUUIcurc4ezkjDYHPCkeKjEkdPB73lGqOYWQP-NKOx_JyiIu-QYg8Iw2Wmt2CFlOLaeV6EcFueRps/s400/AdobeStock_83530669.jpeg" width="400" /></a><span style="font-family: "verdana" , sans-serif;">Expenses</span></h2>
<span style="font-family: "verdana" , sans-serif;">What do you do with expenses in your company? You look for ways to reduce them. When you consider your employees an expense, which </span><span style="font-family: verdana, sans-serif;">they are </span><span style="font-family: verdana, sans-serif;">of course, you strive to have the least amount of employees needed to do the greatest amount of work possible. It may sound a little heartless to consider an employee an expense but when it comes down to it, technically, they are.</span><br />
<span style="font-family: verdana, sans-serif;"><br /></span>
<span style="font-family: verdana, sans-serif;">As a common rule, a healthy company should spend less than a third of its gross income to pay its employees. This is why, if a company doesn't bring in as much income as it was hoping, it typically has layoffs. With layoffs come lower morale, talent loss, and lost productivity. While layoffs aren't the only way to deal with a overextended budget, frequently that is what's used.</span><br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhpIQy23rzcVgjvQMCBgAfVcAGOJqJT8jSYrna-awGZmSbZ-qDlaIv5sLY2hoBFaCNWJp0cTUuNkRYRtdberLjXajkb_VrA4X2tbDNx6_k1irkJYluBiEI4j0vEdcJSsB3EpcIXwRhb0LxV/s1600/AdobeStock_112629960.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="899" data-original-width="1600" height="223" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhpIQy23rzcVgjvQMCBgAfVcAGOJqJT8jSYrna-awGZmSbZ-qDlaIv5sLY2hoBFaCNWJp0cTUuNkRYRtdberLjXajkb_VrA4X2tbDNx6_k1irkJYluBiEI4j0vEdcJSsB3EpcIXwRhb0LxV/s400/AdobeStock_112629960.jpeg" width="400" /></a><span style="font-family: "verdana" , sans-serif;">Assets</span></h2>
<span style="font-family: verdana, sans-serif;">The skills and intellectual abilities your employees possess is something you cannot own. Additionally, since these items are intangible, you cannot assign an exact value to them. For these reasons, employees are not true assets.</span><br />
<span style="font-family: verdana, sans-serif;"><br /></span>
<span style="font-family: verdana, sans-serif;">However intangible, your employees still possess value. Through their ingenuity, they can solve problems, increase efficiency and skyrocket sales. Additionally, the longer an employee is with your company, the more company knowledge they possess. As they complete tasks and overcome problems, they strengthen and hone their skills. So, if you consider an asset something or someone that appreciates over time, then an employee is definitely an asset.</span><br />
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<span style="font-family: Verdana, sans-serif;">Treating employees as assets</span></h2>
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<span style="font-family: verdana, sans-serif;">Treating employees as assets can pay dividends to you in the future and need not incur expense. Here are some ways you can show your employees that you value them as assets to your company.</span></div>
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<ul>
<li><span style="font-family: Verdana, sans-serif;">Take time to get to know your employees and their teams</span></li>
<li><span style="font-family: Verdana, sans-serif;">Reward the sharing of company knowledge</span></li>
<li><span style="font-family: Verdana, sans-serif;">Increase your communication</span></li>
<li><span style="font-family: Verdana, sans-serif;">Provide added <a href="https://www.inc.com/peter-economy/resolved-you-will-help-yur-employees-deal-with-change-in-2014.html" target="_blank">reassurance during times of change</a> and transition</span></li>
<li><span style="font-family: Verdana, sans-serif;">Encourage feedback from all levels of your company on how you can improve your service</span></li>
<li><span style="font-family: Verdana, sans-serif;">Listen to the feedback you receive</span></li>
<li><span style="font-family: Verdana, sans-serif;">Make commitments and keep them</span></li>
<li><span style="font-family: Verdana, sans-serif;">Invite everyone to increase their quality of work</span></li>
<li><span style="font-family: Verdana, sans-serif;">Support the initiatives your employees are working on</span></li>
<li><span style="font-family: Verdana, sans-serif;">Improve your training programs</span></li>
<li><span style="font-family: Verdana, sans-serif;">Teach your managers how to provide <a href="https://www.khorus.com/blog/a-feedforward-organization" target="_blank">feedforward</a></span></li>
<li><span style="font-family: Verdana, sans-serif;">Encourage <a href="http://pinnacleqi.blogspot.com/2017/08/become-innovative-creative-adaptive.html" target="_blank">creativity</a></span></li>
</ul>
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<span style="font-family: "verdana" , sans-serif;">What do you think?</span></h2>
<span style="font-family: verdana, sans-serif;">Are employees expenses or assets? How has treating them one way or the other affected your company? Share your thoughts in the comments below.</span><div class="blogger-post-footer"><script type="text/javascript">
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<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666;">Part 5 of 7:</span><span style="color: #666666;"> Exceed expectations</span></span></h3>
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<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">7 Ways to Improve Patient Satisfaction</span></span></h3>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">To thrive in today's economy, we have to go beyond just delivering what is expected. Being good is not good enough anymore. </span>In a day and age where we can order pizza on our phones and have it delivered to our door, it can be difficult to exceed expectations. Meeting even standard expectations can be difficult when staff is short and budgets are tight. Here are a few simple ways you can move your expectation meter from hmmm to WOW. </span><br />
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Low-hanging fruit</span></h2>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Look through your survey results and gather up all of the comments associated with scores three and below. Sort the comments into groups based off of level of difficulty to correct issues discussed. Start by focusing on resolving the negative feedback that is easiest to fix. Quick wins can give you stamina to work on harder-to-resolve problems. By saying you should focus on the low-hanging fruit, it isn't to say that you shouldn't put priority on difficult issues. Clearing up complex problems can definitely take your patient's expectations from good to great in a big way and is essential in operating a successful organization.</span></div>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Under and over</span></h2>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Remember the old adage, "under promise, over deliver." It's far better to surprise and delight your patients with things they aren't expecting than to promise something and not deliver on it. Again, a word of caution: under promising isn't an excuse for not pushing yourself to do your best. Striving for greatness should always be your goal.</span></div>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></div>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Create "WOW" moments</span></h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Simply thinking about simple ways you can do more for your patients than they are expecting is sometimes all it takes. For instance, remembering a patient's birthday or bringing along a sympathy card to a patient who has recently lost a pet.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">A family member of a patient said this about her father's nurse, "One nurse knows Dad likes patriotic songs and has downloaded, 'God Bless America' on her cell phone. When he's upset, she hands it to him and it calms him right down."</span></span><br />
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;">These are the types of simple opportunities you can take to go beyond your patient's expectations and provide them with a special experience.</span></span></span><br />
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<span style="color: #666666;">For more ways to improve patient satisfaction, visit</span><span style="color: #666666;"> <a href="https://pinnacleqi.blogspot.com/2018/02/4-ways-to-lose-wait.html" target="_blank">part 6: Lose Wait</a>.</span></span><div class="blogger-post-footer"><script type="text/javascript">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgFojVPJATNumh39Md1twP2Lj613hR-zE7I4IaaPCTqKY4W5wtLkxuzfmSYiVPG-bi5VNxTNMJth51WC2uptJSHat5T28XdZFqhgoEmBBCWl3u_skNif1zMYUeTMNGeuCYMf2Oaok_FYAAX/s1600/AdobeStock_93436415.jpeg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><img border="0" data-original-height="583" data-original-width="1600" height="232" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgFojVPJATNumh39Md1twP2Lj613hR-zE7I4IaaPCTqKY4W5wtLkxuzfmSYiVPG-bi5VNxTNMJth51WC2uptJSHat5T28XdZFqhgoEmBBCWl3u_skNif1zMYUeTMNGeuCYMf2Oaok_FYAAX/s640/AdobeStock_93436415.jpeg" width="640" /></span></a></div>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666;">Part 1 of 7:</span> Invest in your employees</span></h3>
<h3 style="text-align: center;">
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; font-weight: normal;">7 Ways to Improve Patient Satisfaction</span></h3>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></div>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; font-size: 16px;">Employee satisfaction is directly related to customer satisfaction. When your employees are happy at work, your customers can tell. Here are a few tips for improving employee morale:</span></span></div>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Recognizing a job well done</span></h3>
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; font-size: medium;">When was the last time you let your employees know they were doing a great job? According to Forbes, "Recognition is most effective when it's given in the context of a larger [business-related] goal." You can provide recognition for things your employees are doing to help further company goals.<br /><br />We can help you identify which employees are making a difference through our interview process. When customers mention employees who have performed outstanding work, we make sure you know about it. When a customer mentions an employee, we include that in the Customer Satisfaction Interview so you can see it.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; font-size: medium;">You can easily print employee recognition certificates on <a href="https://my.pinnacleqi.com/employee-certificate/generator" target="_blank">My.Pinnacle</a>. Visit the My.Pinnacle dashboard and click on Resources. To generate a customized certificate, just fill out the simple form with your organization's name, the employee's name, and your name. Then press print.</span><br />
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<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; font-size: large;">Ask for employee feedback</span></h3>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi-ZrdiVmDU-U0dAbUa19xK0tJ3RNd0ZXGptdFonMb3avda2WmPpl0mpsCW4KRTTuw8c2YPlBmQ5otrXAuwj9E1EeQ-NKSEquM8v_ziZtDaCRNQOWJ9kS3WbS2COdPbTAe_y2JT1Xar0W5u/s1600/Nurse.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="566" data-original-width="600" height="188" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi-ZrdiVmDU-U0dAbUa19xK0tJ3RNd0ZXGptdFonMb3avda2WmPpl0mpsCW4KRTTuw8c2YPlBmQ5otrXAuwj9E1EeQ-NKSEquM8v_ziZtDaCRNQOWJ9kS3WbS2COdPbTAe_y2JT1Xar0W5u/s200/Nurse.png" width="200" /></a><span style="background-color: white;"></span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif; font-size: medium;">In addition to gathering customer feedback, surveying your employees can also help you invest in them. Gathering feedback and following up on it shows your employee that you care about them and value their experience. Open-ended questions can help you understand where your employees are succeeding and struggling. You can provide better care for your patients by knowing your employees. You can also find out which employees your staff feels are rock stars. Which, by the way, is another great way to find employees to recognize.</span><br />
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<span style="font-size: medium;"><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">For more ways to improve patient satisfaction, visit <a href="https://pinnacleqi.blogspot.com/2017/06/lemonade-may-be-easier-to-make-than-you.html" target="_blank">part 2: Make Lemonade from Lemons</a>.</span></span></div>
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<span style="font-family: "verdana" , sans-serif;">If you're like most companies, when a member of your staff gives their two-week notice, you prepare the exit paperwork and say goodbye. However, a few companies have discovered the value in treating their exiting staff as alumni.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">An alumnus (a former member of a group, company or organization) can be a great resource to your company. Here are three types of alumni that can benefit your company.</span><br />
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<span style="font-family: "verdana" , sans-serif;">
The boomerang</span></h2>
<span style="font-family: "verdana" , sans-serif;">Not all staff members who leave are gone for good. Former employees may leave to receive more education, others may move on to a job where they can gain new and additional experience, and still others may leave because they think they may like a different company or position better. Whatever the reason, if they like your company while they are working for you, they may want to come back. In returning, they bring experience from working at your company before and a stronger knowledge base by gaining more education or working in other positions.</span><br />
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<span style="font-family: "verdana" , sans-serif;">The way you handle the exit experience for your employees can make a big impact on the chances of hiring former employees back on again some day. Be sure to let your exiting employee know they are welcome back if they would ever like to return.</span><br />
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<span style="font-family: "verdana" , sans-serif;">The referrer</span></h2>
<span style="font-family: "verdana" , sans-serif;">A lot of times, employees leave not because they are unhappy, but because they want to continue to grow through education or new experiences. These employees who leave with a positive opinion of the company can be great at referring potential new hires.</span><span style="font-family: "verdana" , sans-serif;"> After all, they know why your company is great and they can encourage friends and family who would be a good fit for the position to apply.</span><br />
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<span style="font-family: "verdana" , sans-serif;">Not only can former employees refer potential new hires, they can also encourage potential patients to use your services. Because they know firsthand how the company operates, former employees can tell potential customers all the benefits your company has to offer. To keep former employees up to date on your current achievements, ask exiting staff if they would like to receive a special alumni newsletter that shares milestones the company hits. </span><br />
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<span style="font-family: "verdana" , sans-serif;">The sounding board</span></h2>
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<span style="font-family: "verdana" , sans-serif;">If you're looking for people familiar with your company to give their honest feedback about your brand and customer experience, your former employees may be a good group to talk to. Since they are no longer receiving paychecks, they're more likely to provide objective feedback than employees.</span></div>
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<br />
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666;">Part 4 of 7:</span><span style="color: #666666;"> Explain (to the fourth)</span></span></h3>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">7 Ways to Improve Patient Satisfaction</span></span></h3>
<div>
</div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Usually it's not enough to explain things one time—especially in senior care. To ensure adequate communication, we need to explain what we are going to do, what we are doing, what we did and what to expect once the care provider has left.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">It may sound like overkill, but if done correctly, it can make a huge difference in a patient's experience. Without sufficient explanation, patients can feel insecure, scared, or uncomfortable. Here's a patient's experience with not being told enough:</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">“There was one thing that concerned me. They had to do an inspection to see if I had bedsores or anything. That really bothered me because there were about five of them in there. They were looking all over my body and didn't explain anything.”</span></span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">In this person's situation, the employees did not explain what was going to happen and it created a negative customer experience.</span></span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Here's a similar situation that was handled differently and produced a much more positive outcome:</span></span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">"I have a wound on my backside that just won't heal. The nurse came over today to check on it. I was feeling apprehensive before she came over because it's kind of embarrassing to have a wound there. However, the way she handled it was so nice! When she arrived, she walked me through how she was going to clean the wound. Then as she cleaned it, she told me what she was doing. I knew what to expect as she cleaned it because she had told me beforehand. It took away a lot of my fear. When she was done, she said that it looked like my wound was improving based off the notes from my doctor. Before she left, she explained what I should do until she comes back. I'm so glad she's my nurse!"</span></span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Instead of looking at explaining to the fourth as repeating yourself four times, see it as an opportunity to journey with the patient through an experience.</span></span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Please share in the comments below an experience of not explaining or explaining to the fourth.</span></span><br />
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="color: #666666;">For more ways to improve patient satisfaction, visit</span><span style="color: #666666;"> <a href="http://pinnacleqi.blogspot.com/2018/01/exceed-expectations.html" target="_blank">part 5: Exceed Expectations</a>.</span></span><div class="blogger-post-footer"><script type="text/javascript">
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<span style="font-family: "verdana" , sans-serif;"><b>Vulnerability.</b> That's what it takes to become truly innovative, creative and adaptive, says the leading national expert on vulnerability, Brené Brown.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Now if you're like most professionals, you probably feel that vulnerability doesn't belong in the workplace. After all, vulnerability, as defined by </span><span style="font-family: "verdana" , sans-serif;">Dictionary.com is: (1) capable of or susceptible to being wounded or hurt, as by a weapon; (2) open to moral attack, criticism, temptation, etc.; (3) (of a place) open to assault; difficult to defend.</span><br />
<h2>
<span style="font-family: "verdana" , sans-serif;">A misunderstood definition</span></h2>
<span style="font-family: "verdana" , sans-serif;">Based off of the definition, you might wonder why you would ever want to be vulnerable. </span><span style="font-family: "verdana" , sans-serif;">Brown, however, clarifies in her <a href="https://www.youtube.com/watch?v=kAk4cwjvJ0A" target="_blank">discussion on Chase Jarvis LIVE</a> that vulnerability is a misunderstood concept. Instead, Brown defines it based off the</span><span style="font-family: "verdana" , sans-serif;"> data she's gathered as uncertainty, risk and emotional exposure. She goes on to say, "How can you be a good leader who's not willing to walk into uncertainty, risk and emotional exposure."</span><br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKtlfGPLGE5OuIuVkzOQwYVFirAIheTKXZKBuuAX5c8W8QqowtHH-Jsx7ONG6I_O4fiYIfnbJ7Lz1RwmXMwUzHJHHsdwmzr4PFolYx57krxV8jwA27vp567XG1vkMK9lXxOu8htxnGQfIU/s1600/AdobeStock_84575733.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="987" data-original-width="1600" height="123" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhKtlfGPLGE5OuIuVkzOQwYVFirAIheTKXZKBuuAX5c8W8QqowtHH-Jsx7ONG6I_O4fiYIfnbJ7Lz1RwmXMwUzHJHHsdwmzr4PFolYx57krxV8jwA27vp567XG1vkMK9lXxOu8htxnGQfIU/s200/AdobeStock_84575733.jpeg" width="200" /></a><span style="font-family: "verdana" , sans-serif;">Still, the idea of being vulnerable and authentic in the workplace has been questioned by many. Herminia Ibarra, author of, "</span><a href="https://hbr.org/2015/01/the-authenticity-paradox" style="font-family: verdana, sans-serif;" target="_blank">The Authentic Paradox</a><span style="font-family: "verdana" , sans-serif;">," in the Harvard Business Review (HBR) referenced an example of Cynthia Danaher, a newly appointed general manager at Hewlett-Packard Co. who hurt her credibility as a leader by being honest about how she felt.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Danaher recalled to the </span><span style="font-family: "verdana" , sans-serif;"><a href="https://www.wsj.com/articles/SB921531662347678470" target="_blank">Wall Street Journal</a> that she confided to </span><span style="font-family: "verdana" , sans-serif;">her 5,300 employees shortly after filling her new role, "I want to do this job, but it's scary and I need your help." She went on to say that the company finally had a boss who "knows how to make coffee."</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Ibarra, in her HBR review article said, "Being utterly transparent—disclosing every single thought and feeling—is both unrealistic and risky."</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Brown further explained to Jarvis that vulnerability doesn't have to lead to loss of credibility and injury. "</span><span style="font-family: "verdana" , sans-serif;">What I hear people say is, 'Yes, you can be vulnerable at work but not too vulnerable.' That's like saying you can be healthy but not too healthy—you can't really be too healthy. When people say too vulnerable, what they mean is there's boundary issues."</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">She then used an example of a business partner who in front of venture capitalists and employees cries, </span><span style="font-family: "verdana" , sans-serif;">'Um, I'm in over my head. I'm not sure what's happening, and I'm pretty sure it's all going to go to [omit] in the next two weeks.'</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Sharing in this way isn't appropriate, Brown said. You'd be misunderstanding your role. However, sharing that information with a therapist or possibly their partner wouldn't be inappropriate. "Vulnerability," Brown said, "requires an understanding of boundaries: where we share, with whom we share, and why we're sharing."</span><br />
<h2>
<span style="font-family: "verdana" , sans-serif;">Boundaries and emotional intelligence</span></h2>
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgJ1PHW0evwO2byWMxydWv7tskSfOxkhkPv8CNvWp6jcT5zWs9XYuS0xkzXi9e1veiUk8Z5umyC8Iqr23fsm5BbiNbf60u6p-kNDICuBAoa55VGdnu0AvoYdc-pubeeAZ7tOcedjtunyCkR/s1600/AdobeStock_84575901.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="1051" data-original-width="1600" height="130" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgJ1PHW0evwO2byWMxydWv7tskSfOxkhkPv8CNvWp6jcT5zWs9XYuS0xkzXi9e1veiUk8Z5umyC8Iqr23fsm5BbiNbf60u6p-kNDICuBAoa55VGdnu0AvoYdc-pubeeAZ7tOcedjtunyCkR/s200/AdobeStock_84575901.jpeg" width="200" /></a><span style="font-family: "verdana" , sans-serif;">To be vulnerable, you must cultivate personal boundaries in your life. A boundary is a limit we set to help us define what is acceptable behavior from others in order to keep ourselves safe emotionally, physically and psychologically. The boundaries we set regulate how people treat us and how we treat others.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Setting personal boundaries is part of being emotionally intelligent. This learned skill of emotional intelligence helps you identify how you are feeling, how others are feeling, and how what you say and do affects others.</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">When Danaher told her employees that she was good at making coffee but needed help being able to fulfill her new role as general manager, she did not understand how her message would affect her employees emotionally. She had anticipated that by sharing this information, her employees would relate to a time when they started something new and felt uncertain. She assumed that by sharing this information, they would feel a bond with her because they would be able to relate. Instead, her employees felt a sense of insecurity because they were looking for someone who may not know everything but had a plan and vision for what they were working toward.</span><br />
<h2>
<span style="font-family: "verdana" , sans-serif; font-size: small; font-weight: normal;">Fortunately, as previously mentioned, emotional intelligence is a learned skill, which means if you feel you're lacking, you can practice and improve.</span></h2>
<h2>
<span style="font-family: "verdana" , sans-serif; font-size: small;"><span style="font-weight: normal;">While Danaher admits her faux pas is a painful memory, she has continued to learn from her mistake and has become a more resilient leader because of it. </span></span><span style="font-family: "verdana" , sans-serif; font-size: small;"><span style="font-weight: normal;">"A balance of openness, strength, and the ability to read others and their capacity for emotional content are all important aspects of vulnerability in leadership," Robert Beare Jr. stated in his <a href="https://search.proquest.com/openview/6152c1ba671ece5f695f90ce8d551aae/1?pq-origsite=gscholar&cbl=18750&diss=y" target="_blank">doctoral dissertation</a> at Capella University. He then paraphrased authors <a href="https://hbr.org/2000/09/why-should-anyone-be-led-by-you" target="_blank">Goffee and Jones</a> by saying, "In order to inspire followers to innovative and effective teamwork, leaders must develop the ability to be vulnerable and selectively show imperfection."</span></span></h2>
<h2>
<span style="font-family: "verdana" , sans-serif;">Becoming a vulnerable, innovative, creative, adaptive leader</span></h2>
<span style="font-family: "verdana" , sans-serif;"><span style="font-family: "verdana" , sans-serif; font-size: small;"><span style="font-weight: normal;">Since </span></span>we're all individual, becoming our true selves will look different for each of us. However, here are six things you can do to become more authentic:</span><br />
<ol>
<li><span style="font-family: "verdana" , sans-serif;">Recognize yourself as a person who is always growing and evolving. </span></li>
<li><span style="font-family: "verdana" , sans-serif;">Spend time introspectively searching who you are. </span></li>
<li><span style="font-family: "verdana" , sans-serif;">Ask others (those who are fans of you as well as those who are not) what they think of your current leadership style. </span></li>
<li><span style="font-family: "verdana" , sans-serif;">Work on your emotional intelligence and boundary setting. </span></li>
<li><span style="font-family: "verdana" , sans-serif;">Practice talking to others. </span></li>
<li><span style="font-family: "verdana" , sans-serif;">And follow Brown's advice to strive for excellence instead of perfection. Try something new, knowing it won't be perfect but that it doesn't need to be.</span></li>
</ol>
<br />
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgwh4phpNrxAgY33j7Qy4_L8dEdswkz2RzvHEoeisi0q7v9gq7_wl7i9Jok77LXX7btAvrabwj6Yu60MqvEyp25f-iJHyX6Qp_DB2ZCHsrDBtnfVN-_4U9Kt8wohonj4hSHzIxW5EyOufv9/s1600/AdobeStock_84575658.jpeg" imageanchor="1" style="clear: left; display: inline !important; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="1160" data-original-width="1600" height="144" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgwh4phpNrxAgY33j7Qy4_L8dEdswkz2RzvHEoeisi0q7v9gq7_wl7i9Jok77LXX7btAvrabwj6Yu60MqvEyp25f-iJHyX6Qp_DB2ZCHsrDBtnfVN-_4U9Kt8wohonj4hSHzIxW5EyOufv9/s200/AdobeStock_84575658.jpeg" width="200" /></a><span style="font-family: "verdana" , sans-serif;">"Authenticity," Ibarra said, "is being aware of who you are at the core (personality, abilities, motivations, thinking/beliefs), and leading from that place."</span><br />
<span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Becoming the kind of leader that is authentic and vulnerable doesn't happen overnight. It comes as you conscientiously work toward it.</span><div class="blogger-post-footer"><script type="text/javascript">
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<h3 style="text-align: center;">
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><span style="background-color: white; color: #666666;">Part 3 of 7:</span><span style="color: #666666;"> Bragging right</span></span></h3>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">7 Ways to Improve Patient Satisfaction</span></span></h3>
<div>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666; font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><br /></span></span></div>
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</div>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Celebrate successes internally, but don't focus on bragging externally. Focus on improving the customer experience and your customers will do the bragging for you.</span><br />
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">
</span>
<h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Promote your successes internally</span></h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Your employees make your brand what it is. If they buy into your brand and its messaging, it's far more likely that your patients will experience what you tout your brand to be.</span><br />
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Make sure your employees know what their purpose is. If they feel they are doing worthwhile work and are making a difference, they will be better workers. Create a culture focused on success. Reward success.</span></span><br />
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</span>
<h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Promote success, acknowledge shortcomings, build trust</span></h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">When you communicate externally, it's important to acknowledge your shortcomings as well as promote your successes. Being authentic and transparent builds trust.</span><br />
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">
</span>
<h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Measure to improve—not impress</span></h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Your purpose in measuring and tracking what your patients think about you should not be to impress others. Seeing how your company is performing provides you with a valuable resource to enable you to improve. All companies have weaknesses and strengths; each company is unique. Celebrate what you do well and look at your weaknesses as opportunities for improvement.</span><br />
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<h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Consumers trust other consumers more than advertising</span></h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Don't take it from us, all you have to do is look on Amazon to see this is true. Consumers want to hear from other consumers what their experiences have been in interacting with a brand. If consumer reviews are low, your brand will have a much harder time attracting customers.</span><br />
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><span style="font-family: "verdana" , sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;">Encourage patients, family members, and employees to post reviews on Google and in other review venues that your potential patients search. The reviews show up on the right-hand side of the web page when someone searches your company name on Google.</span></span><br />
<div>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><br /></span></div>
<div>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Hospitals are also a key contributor to referrals. More and more, hospitals depend on star ratings to determine which companies to refer patients to. Working to improve your star rating and then promoting it to your hospital referral sources is important.</span><br />
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">
</span>
<h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"> Promote honestly</span></h2>
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;">Remember that more than your potential patients are listening to the messages you are sharing externally. Make sure that the messages you're telling potential patients are in line with the messages you're telling your employees. For instance, if you tell patients that they are your number one priority and you tell your employees that they need to focus on financial aspects of the company, your employees are going to see a mixed message. Dissonance in your messaging can injure your employee relationship, and it eventually makes its way to your potential patients.</span><br />
<span style="font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"><br /></span>
<span style="font-family: "verdana" , sans-serif;"><span style="color: #666666; font-family: "helvetica neue", arial, helvetica, sans-serif;">For more ways to improve patient satisfaction, visit</span><span style="color: #666666; font-family: Helvetica Neue, Arial, Helvetica, sans-serif;"> <a href="https://pinnacleqi.blogspot.com/2017/11/explain-to-fourth.html" target="_blank">part 4: Explain (to the fourth)</a>.</span></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjrUrbFwAuOY7MH081-bFrO8P0PcWlp1jsdC7Q9GUognWUqROAdVNpxpgXN1rPYmSHFRTTbxzEZ_LVjHqL3PuKZHvP01HUN4eFxSc88EGZUITq2sY4kkEOout9MOFCvNrI0IgB2mVV0NCJ9/s1600/AdobeStock_126023738+Purchased.jpeg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="1075" data-original-width="1600" height="428" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjrUrbFwAuOY7MH081-bFrO8P0PcWlp1jsdC7Q9GUognWUqROAdVNpxpgXN1rPYmSHFRTTbxzEZ_LVjHqL3PuKZHvP01HUN4eFxSc88EGZUITq2sY4kkEOout9MOFCvNrI0IgB2mVV0NCJ9/s640/AdobeStock_126023738+Purchased.jpeg" width="640" /></a></div>
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</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666;">Part 2 of 7:</span><span style="color: #666666;"> Make lemonade from lemons</span></span></h3>
<h3 style="text-align: center;">
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666;">7 Ways to Improve Patient Satisfaction</span></span></h3>
<div>
<span style="font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><span style="background-color: white; color: #666666;"><br /></span></span></div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Negative situations can sure leave a bad taste in your mouth. However, the way you deal with these situations can change your patients' and their families' perception of what happened. What may have started as a horrible experience can be converted into a good one if you handle things right.</span><br />
<div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<br />
<div>
<h4>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">What to do when things get sour</span></h4>
<div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></div>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Embrace negative feedback.</span></h3>
</div>
<div>
<ul>
<li><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>What this looks like:</b></span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"> Instead of focusing on placing blame or covering up process problems, take courage and open up communication. Invite those in your company who can affect change to be part of the conversation. Identify what success looks like and where the process may be breaking down. Make an action plan to address issues and plan for follow up. </span></li>
<li><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>What this does:</b></span> <span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">By embracing negative feedback, you can begin to build renewed trust with your patients.</span></li>
</ul>
</div>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Acknowledge problems, then work to fix them.</b></span></h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Patients do not expect perfection, but they do want you to acknowledge fault and to take steps to correct it from happening again.</span><br />
<div>
<ul>
<li><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>What this looks like: </b>Making mistakes is part of the human condition. However, before you can stop repeating a mistake, you first must come to the realization that something didn't go right. Regardless of who is to blame, it is essential to sincerely face the fact that the patient or family member experienced something that caused them to feel unhappy with the situation.</span></li>
<li><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>What this does: </b>When you are able to acknowledge that something went wrong, regardless of who is to blame, you can begin to change the situation. By acknowledging that something went wrong, you help to validate their feelings. It also helps you to be able to move the experience aside and begin cleaning up any unresolved concerns and problems.</span></li>
</ul>
</div>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Adopt a problem-solving attitude.</b></span></h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Remember, no one receives perfect scores all the time. One reason for the customer satisfaction survey is to measure improvement, not to impress.</span><br />
<div>
<ul>
<li><b style="color: #666666; font-family: "helvetica neue", arial, helvetica, sans-serif;">What this looks like:</b><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"> The process to perfection is a bumpy one. Those who have an attitude that they are still learning are the ones who typically find greater levels of success because they continue to problem solve.</span></li>
<li><b style="color: #666666; font-family: "helvetica neue", arial, helvetica, sans-serif;">What this does:</b><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"> By creating a problem-solving attitude, you can find solutions to issues you may not think are solvable. </span></li>
</ul>
</div>
<h3>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><b>Look for underlying problems if the same issue keeps showing up.</b></span></h3>
<div>
<ul>
<li><b style="color: #666666; font-family: "helvetica neue", arial, helvetica, sans-serif;">What this looks like: </b><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Finding and resolving the root problem in a complex issue is not always easy to do. Receiving negative feedback about an issue you're aware of but so far have been unsuccessful at resolving can be frustrating, especially if your compensation is directly connected with the survey feedback.</span></li>
<li><b style="color: #666666; font-family: "helvetica neue", arial, helvetica, sans-serif;">What you can do: </b><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">First of all, take a moment to give yourself some positive feedback and encouragement. Complex problems don't go away overnight. Typically, they also require the cooperation and brainpower of more than one person. If you're stumped on how to get going to resolve a problem, take a moment to look at these great problem <a href="http://www.cbsnews.com/news/solving-complex-business-problems/" target="_blank">solving tips for complex business problems</a> from the CBS Money Watch website. In addition to this, please remember that we are always here to help you. If you have questions about your reports, please let us know.</span></li>
</ul>
</div>
<div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span></div>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">Finding solutions to sour situations is possible. This is especially the case when you're willing to recognize problems, transparently discuss them with you patients and their family members, have a problem-solving attitude, and when you work with others to resolve complex issues. </span><span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">As you work toward these solutions, you'll find that lemons can truly be turned into lemonade.</span><br />
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;"><br /></span>
<span style="color: #666666; font-family: "helvetica neue" , "arial" , "helvetica" , sans-serif;">For more ways to improve patient satisfaction, visit <a href="https://pinnacleqi.blogspot.com/2017/08/bragging-right.html" target="_blank">part 3: Bragging Right</a>.</span></div>
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One of my senior
projects at the University of Utah was making a video about culture in the
workplace. It was called Corporate Culture. I haven't watched it in a while,
but I'm sure it's full of moments that will make me cringe. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
It's interesting
that 13 years later, I would say that one of our company's greatest assets is
our culture. Pinnacle has an excellent work atmosphere. There is very little
drama and almost no gossip. There is a lot of teamwork and most people get
along very well. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
In addition to that
we have a high standard for customer service. Our culture is priceless. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
As the CEO, I
usually get credited for that culture. The truth is, it's not my culture, it's
the culture of the people who work there. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Our secret is that
we have figured out how to hire the right people. We know what type of people
fit in at Pinnacle, and will help enforce the culture. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
We will hire on fit
before skill set. If someone has a great personality and will fit in with our
team, we can train them how to do their job. We can't train someone how to fit
in to our team.<br /><span style="font-size: 11pt;"><br />Obviously, our
preference is that they have the skill set and the cultural fit, but if push
comes to shove, culture wins. </span></div>
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I've been thinking
about government regulation a lot lately. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
When a big portion
of your business is regulated by the government, you tend to do that. This time
it was brought on by the new overtime exemption laws taking place later this
year.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The principle of the
law is to protect people, which is admirable. Make sure "folks" (as
Obama calls us) get compensated fairly for a hard day's work. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
What's not to love
about that?</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
They are updating
laws that were more than 40 years old. They weren't protecting people anymore
like they were supposed to.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The problem with
federal laws like that is that businesses across the US are vastly different.
When you make a law that brings regressive or predatory companies to a minimum
standard, it protects the employees of those companies. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
However, it can hurt
the employees of progressive companies. By enforcing a medium standard, it
brings everyone into the middle. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
For example, we try
very hard to make sure our employees are happy, well-compensated, and valued.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
One of the ways we
do this is through our Paid Time Off plan. Salaried employees who are exempt
from overtime can take as much time off as they want. The only thing we are
concerned with is getting the job done. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
A lot of our
employees will work extra hours one week in order to take extra time off the
next week.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The employees that
will become non-exempt in December will likely not be able to do that anymore.
They lose one of the perks that they really like, as we (a progressive company)
are dragged to the middle.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I've also seen this
with our clients. Many of our clients were using a satisfaction survey that
gave them in depth feedback about their individual patients. Then a few years
ago, the government mandated they used a certain survey instead. They had to
get rid of their superior tool in order to use the mediocre tool established by
the government. Dragged to the middle.<br /><span style="font-size: 11pt;"><br />I'm not sure what
the answer is. I like the idea of protecting people. I wish we could trust the
free market to protect people. I know Pinnacle couldn’t keep employees if we
tried to force them to work 60 hours without being compensated fairly. I
suppose that's not the same everywhere. I don't know. All I know is that it's
frustrating to get dragged back to the middle.</span></div>
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<br />
They got a survey back from a resident's daughter who was pretty upset. She felt that they weren't including her mother in any of the activities at the facility. The mother was really bored and lonely there.<br />
<br />
The administrator at this facility was surprised by the feedback because she knew this resident really well and happened to know the resident had been involved in most, if not all, of the activities. So the administrator reached out the the daughter and had a conversation with her to understand her frustrated feelings a little better.<br />
<br />
The administrator told her she was very active there and even sent over some pictures of her participating in the activities.<br />
<br />
The daughter was surprised and realized that her mother had been trying to make the daughter feel bad for not visiting enough by telling her how bored she was. The daughter felt some remorse and realized she needed to make a better effort to visit and also realized the facility had been doing a great job.<br />
<br />
I liked this example because it illuminates how some open communication can solve problems. After the survey opened the lines of communication, an upset customer became a satisfied and loyal customer acknowledging this care provider's excellent work. Furthermore, a relationship between a mother and daughter was positively impacted.<br />
<br />
I'm glad Pinnacle got to play some role in that. It's rewarding.<div class="blogger-post-footer"><script type="text/javascript">
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I was talking with a
group of people representing four different organizations last week. The
conversation was sparked by one of them saying that they had a theory about
hiring people that had worked in the restaurant business. They liked hiring
them because they knew how to hustle and how to treat people right. (I, of
course, like this theory since my first job was serving tables.)</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
That led us to
talking about what we look for when hiring employees. What followed was really
interesting. One of the people there said the best way he can describe what he
looks for is "spirit." He is looking to fill a job right now, they
had 112 applicants and they have narrowed the search down to 2. The reason they
ended up on these two? Spirit.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Another person said
that what they are looking for is "legitimacy." Will others look at
this person when they are working with them and think they are legitimate? Do
they bring a presence that is legit?</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Yet another said he
wanted someone with emotional intelligence. Someone who could recognize how
others around them are feeling and react appropriately.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The thing that I
have always looked for is twofold. The first I call the "normal
person" concept. I just want a normal person. I don't want to work with
someone and after they are done talking to me think to myself "what the
hell are you talking about?" I need them to be a normal person. Tina Fey
shed some light on my principle in her book<span style="font-style: italic;">
Bossy Pants</span>. She said that when she was hiring writers for SNL that she
would ask herself if she would want to be stuck in a break room with them at
3:00 in the morning eating dinner together. If she answered yes, they would
likely be a good hire.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I don't want to be
stuck at work with people I don't want to have lunch with. I prefer to have
normal people around me. Is that too much to ask?</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The second part of
my preference is zest or infectiousness. Do they have that thing that really
makes me want to be around them? I've never known exactly how to describe it,
but I know it when I see it.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I thought it was
really interesting that each of us in our group last week were essentially
looking for a very similar and hard-to-describe quality. There is an emotional
quality inside people that we know translates into successful employees. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
We each had a
different word for it, zest, spirit, emotional intelligence, legitimacy.<br /><span style="font-size: 11pt;"><br />There are lots of
other traits that employees need to be successful. (Problem solving, pattern
recognition, attention to detail, etc.) but that zest or spirit really puts
people over the top.</span></div>
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I travel quite a bit
for work and for fun. Yesterday I was on my way to Washington D.C. and happened
to be seated next to a mom traveling with four kids. The youngest was under two
and sitting on her lap. He was pretty restless. He was loud, and really wanted
to run around. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
He was a normal
toddler. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
His mom was
amazing. I can't imagine how stressed she was about making the people around
her uncomfortable. She was really doing her best to keep the kids settled down.
The youngest one cried sometimes and went crazy a few times, but honestly I
don't think anyone on the plane cared. We were too impressed with how this mom
was handling all her kids as she had to chase the youngest one up and down the
aisle a few times.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I regret not telling
her how great she did on that long flight.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
My experience is
that a lot of moms are this good with their kids. That's pretty amazing when
you think about it.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
This supermom on the
plane made me start to think about all the moms that work for Pinnacle.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
We have about 130
people that conduct surveys for Pinnacle. Roughly 100 of them work from home,
90% of those are stay-at-home moms who were looking for a job they could do in
the home.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
As someone who was
raised by a supermom, and also happens to be married to one, it makes me so
happy and proud to entrust our most essential business operation to these
supermoms. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
If you know any
supermoms who happen to be looking for a work-from-home job, <a href="http://pinnacleqi.com/about_us/careers/">send them here</a>.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<br />
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
(We hire superdads
and childless superhumans as well.)</div>
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I got my haircut
yesterday. I'm not telling you who cuts my hair, because I already have to book
my appointments two months in advance, and I can't risk that the three people
who read this blog would start going to her and make it even harder to get an
appointment.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Anyway, I overheard
her talking to the stylist who works across from her. This other stylist has
just started doing eyebrow microblading (a popular new technique to get the
appearance of thicker eyebrows). Most estheticians who perform this post before
and after pictures on Instagram or other social media pages as a way to
advertise their services.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
My hair stylist (who
will remain nameless) started telling her that when she posts this before and
after pictures on Instagram, she really needs to show three pictures: a before,
a directly after, and a 4-week after (once it is completely healed). Nobody
does that, everyone just posts a before and an immediately after.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Stylist #2 had a
difficult time with this suggestion. Her immediate response was "oh, I do
that." </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
She doesn't. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
She might post a
picture several weeks later after they are completely healed but the pictures
aren't side by side.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Being in the
customer feedback biz, I can't really fault stylist #2. Her reaction of
"oh, I do that" is the most common response to customer feedback. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
It seems like when
customers or potential customers give us feedback, the most natural reaction is
to assume that they are telling us this feedback because we are not as good as
we should be. We came up short. No one wants to admit that they came up short.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The truth is,
customer feedback can highlight your shortcomings, but it can also give you
some interesting new ideas that no one expects you to do, and no one is
currently doing.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Regardless of which
one it is, your shortcomings or interesting new ideas, you can NEVER get
defensive to customer feedback. Once you do that, your customers will stop
giving feedback. They're feedback will feel unwelcome.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I've seen this over
and over in healthcare, an executive director will approach a patient and ask
him/her, "why would you say this?" The patient will then back off
their comments because they don't want to make anyone upset. Then nobody learns
from the problems and they are doomed to repeat themselves.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Be aware that it can
be difficult to hear customer feedback sometimes, make sure you do your best to
listen and understand without getting defensive. That's what my hair stylist
does, and that's why my hair is so on point today :)</div>
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It's here! Happy my
Utes got the win last night. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I heard Stephen
Colbert ask Charles Barkley last week why the country loses its collective mind
for this particular tournament every year. This is why I think it's so popular:</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<span style="font-weight: bold;">Every team has a seed</span> <br />
This is important for casual fans. Anyone can look at the little number next to
a team's name and know if they should win or lose their matchup.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<span style="font-weight: bold;">Cinderella stories</span></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
It's cool to see a
team win that was supposed to lose. There are so many upsets every year.
#MiddleTennessee</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<span style="font-weight: bold;">Regional interest</span></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
With 68 teams in the
field, most people can find someone to cheer for.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<span style="font-weight: bold;">Bracketology</span></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Even if your team
gets eliminated, you still have a rooting interest for every game. Most
workplaces have a bracket contest.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<span style="font-weight: bold;">Day games</span></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
At some point along
the way, the tourney became part of the American workforce culture. Most people
are allowed to watch the games at work. If the games were exclusively at night,
we might not have all those office bracket competitions, and it wouldn't be a
fun culture-building event.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<b>Access to games</b></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<span style="font-size: 11pt;">Big shout out to
CBS, TNT, TRUtv, and TBS for putting the games online. Another shout out to
your boss, who probably doesn't care if you watch the games. It's so easy to
watch any game.</span><br />
<span style="font-size: 11pt;"><br /></span>
<span style="font-size: 11pt;">Any other reasons I missed?</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgcrhfzrqfQDhlRu5NO7KyFD63vDjv-uBQ19cLfGu6qqi8Vya7DuaFPbh6q1AO5GJ0i7fTS-1pIBCjYIDd9-C_jmsdxKnwuFdt9gJbaBHU2NiWPhmulYYFThmtzswswvCGU5bOcHseOnEM/s1600/IMG_20160303_184819.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgcrhfzrqfQDhlRu5NO7KyFD63vDjv-uBQ19cLfGu6qqi8Vya7DuaFPbh6q1AO5GJ0i7fTS-1pIBCjYIDd9-C_jmsdxKnwuFdt9gJbaBHU2NiWPhmulYYFThmtzswswvCGU5bOcHseOnEM/s320/IMG_20160303_184819.jpg" width="251" /></a></div>
<br />
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
This brand new blue
carpet makes me so mad. It's the carpet in the entry way of our office
building. I don't hate blue carpet on principle. It clashes with the carpet
right next to it and it's ugly, but that's not why it makes me upset. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
It makes me mad
because the carpet it replaced was an atrocity. Green tile carpet that was
mismatched, hideous, and at least 20
years old. Over the last five years I asked our landlord no less than 10 times
to replace that carpet. They always said they would soon. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
We are moving out of
our office space in three months. My first reaction to seeing the new carpet
last week was "of course," they finally listened to me when we are
moving out in three months. But then I realized this is no coincidence. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The landlord also
came and replaced our outdated suite signs the week after. They were faced with
the reality that their biggest tenant was moving out, they had already lost a
large tenant last year and are looking at losing their last tenant this fall. Their
building will be empty. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
If they don't make
some improvements, they will have an empty building generating zero income. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The catch is that
over the last five years, I told them several times what they needed to do to
make me happy, they never did any of my suggestions. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
One of the reasons
we picked this building was the beautiful trees that surrounded it. One day, I
came to work and almost all the trees had big orange x's on them. I knew this
meant they were marked to be cut down. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I begged the
building owner not to cut them down. Mature trees are a premium in Utah. He
didn't care what I said. They were under the impression that people couldn't
see their building from the road and that's why they weren't leasing out as
many office spaces as they wanted; people didn't know the building was there. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Had they listened to
me, their customer, I would have told them why people weren't leasing offices.
Instead, they played a hunch, cut down
the trees and really upset me, their largest customer. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Hunches have their
place in business, they are right sometimes. But they are wrong a lot of the
time as well. Why wouldn't our landlord at least take the time to verify with
his customers that his hunch was right or wrong? It's such a simple investment.
</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Now they are
listening to some of the suggestions I have made over the years, but it's too
late for us, and the other tenants. We've already had enough of not being
heard. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
They have to spend
much more on acquisition than they would have spent on retention had they just
gave a damn about us. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
The moral? Whether
you have a formal customer feedback process in place or whether you just want
to informally talk to them. Listen to your customers! They will tell you how to
make them happy, and that will, in turn, help you attract other customers that likely
have the same needs. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<br />
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
In the meantime, I
just signed the lease on our beautiful new office space yesterday. I'm pleased
to report that the entry way is tiled.</div>
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I don't like
introducing myself as a CEO. When people ask me what I do, I never say that I'm
a CEO. I rarely say that I own part of our company either. I usually say that I
work for a firm that does patient satisfaction surveys. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Jessica, one of our
account managers, always goes out of her way to introduce me as her boss if she
gets the chance because she knows it makes me uncomfortable.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
None of my social
media accounts have ever said what I do. I don't like to brag, and when your
title is CEO, sometimes just saying it sounds like you are bragging. So I
rarely talk about being a CEO. If you didn't know any better, you would think
I'm ashamed of what I do. Nothing could be further from the truth.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Outside of my family
and close friends, nothing brings me more joy in this life than being the CEO
of Pinnacle QI. It's the most exciting, rewarding, challenging, and incredible
job I could ever have hoped for. </div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I've decided to be a
little more open about me and about what I do. I've made my social media
accounts available to anyone (and even say what I do in my bios, ha). I'm also
going to start regularly blogging here. Both as Chris Magleby, some dude, and
Chris Magleby, CEO.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
Not that I am
terribly interesting or that everyone could learn a few things from me, but
because what we have accomplished at Pinnacle and what we are trying to
accomplish is pretty interesting. I think our customers, employees, and any
other stake holders have the right to know a little but more about me and the
direction I am taking this company.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
I hope it's not too
boring.</div>
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
<br />
<div style="font-family: Calibri; font-size: 11.0pt; margin: 0in;">
<br /></div>
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} catch(err) {}</script></div>Chrishttp://www.blogger.com/profile/16636165105331246186noreply@blogger.com0