Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system. With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read moreCan Government Act Like the Waldorf Astoria?
An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in an ICU setting. The results show that many patients, though made well by procedures performed on them, end up still be emotionally troubled and traumatized after the experience. In fact, about a quarter of ICU … Read moreReducing Social Harm in the ICU
We’re announcing the return of a popular program, Perfecting the Customer Experience, to be held October 26 & 27, 2017 at the Disneyland Resort in Anaheim, California. Perfecting the Customer Experience is a unique, two-day benchmarking program that demonstrates a service standard to which every consumer-facing business should aspire. This intense, small-group experience helps you … Read moreJoin us at Disneyland!
Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes, you have six shift points. But at Orlando Harley, their six shift points refer to something else as well. … Read moreHarley Davidson: Six Shift Points of Great Customer Service in Retail
A fundamental human truth is the need to feel special. What are some ways to accomplish this? By taking additional time to hear someone’s concern. Acknowledging in writing specific things they have done well. Keeping difficult-to-keep commitments. Bypassing given policies and procedures to take care of a greater need. Rewarding and recognizing the contribution of … Read moreMaking People Feel Special
One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond anniversary. In commemorating this 60th birthday, I will be posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. You … Read moreCelebrating Guest Service at Disney
A few years ago I found myself outside the hospital walking past this presentation. Following the name of the hospital, the sign says: “For our Non-Smoking Patients, Visitors & Staff “If You Must Smoke Please Move Further Down The Sidewalk To The Seating Area “THANK YOU” If you look further on, you can see that … Read moreThe Golden Rule & The Platinum Rule
A couple of months ago, I took my daughter to a hospital that out of the kindness of my heart I will not name. It is a prestigious hospital being well known nationally. Yet it was a disappointing experience. We had driven two hours to see a particular specialist, only to have that individual replaced … Read moreThat Alternate Universe Known as Entitlement
It seems that organizations are in the news for good and bad. From Boeing to the U.S. Post Office, there seems to always be a bad headline in the paper. Organizations spend countless millions trying to mitigate such negative press while arming PR folks to spin the bad and counter with the positive. And yet … Read moreYou Can’t Buy This Kind of Publicity
Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community to Microsoft was ranked by Nextdoor.com, a San Francisco-based social network for neighborhoods that assess small metro areas with populations between 5,500 and 150,000. There are a number of factors that lend themselves to be … Read moreWhat Makes Sammamish America’s Friendliest Town?