Clintcast

In continuing discussion regarding "passing the survey", one particularly helpful tactic that is effective in improving customer service, even beyond the survey, is an "Adopt a Resident" program. This helps to elevate your customer care from interdisciplinary to trans-disciplinary - a major success!

"All Staff" meetings already have a stigma of boring, purposeless events thus making things an uphill battle for organizations to even get attendance, much less participation or excitement. Today, Clint shares ideas for holding more productive, exciting meetings when these types of events are called for.

In our work with our clients, we have found that a positive tactic that works in improving job performance is the inclusion of a willingness score in the review criteria. This score tracks those “above and beyond” behaviors that are needed to ensure smooth operations but might not necessarily be documented in the job descriptions. Give a listen and then give it a try!

Many healthcare organizations are solely focused on “passing the survey” with flying colors as the highlight of their existence. Unfortunately, they may be doing so at the sacrifice of actual customer opinion, alternate revenue streams and other benefits. Today Clint discusses that while passing the survey is indeed important, it is also critical that those passing scores be utilized to keep moving the organization forward in other areas as well such as customer & employee satisfaction, revenue, growth and more.

Great customer service begins with the decision you make each day to go that little bit beyond the expected level of service to instead deliver the unexpected. Many customers already have low expectations of service from experience in the past, so a little extra effort can payoff not only in exceeding their expectations, but dazzling them, which often pays off even more!

Evaluating one's performance is often seen as a difficult task, especially in regards to rewards and recognition. It is imperative to help employees be recognized for the difference they make in the organization and not just be made to feel they are lucky to be employed. Performance pay can help in this respect.

There is a difference between being respected and being liked. Clint discusses how respect goes a lot further in the long run. While it is nice to be liked as well, ultimately a respectful relationship drives a greater level of success for all parties involved and often lays down a foundation for be liked in the process to boot.

Winning group attitudes don't come about by pixie-dust. That being the case, what does it take to forge success in group attitude dynamics? Clint contends it starts with the team and should be team-driven. Listen in today!

Negotiations don't have to have a foregone conclusion of "win-lose". Today, Clint investigates how information, power and time work together in negotiations so you can craft a "win-win" for all parties involved.

Satchel Paige once said, “Don’t look back. Something might be gaining on you.” They same is true for our efforts in our organizations and in our lives. You can learn from the past while focusing on the future. Clint discusses setting your goals and efforts to new levels.

Leadership doesn't have to come with a title - anyone can act in a leadership role if they are able to mobilize and motivate others to action. To this end, Clint elaborates on the concept building leadership opportunities within organizations for those who don't necessarily have management roles and what gains can be achieved in doing so.

Many feel that the choice between delivering on mission objectives or maintaining the organization’s margins are two differing tasks. In fact, they are very tightly linked together and must be addressed together. Today, Clint chats about these two sides of the same coin and how organizations can find balance in dealing with both sides.

Email can be a tremendous communication tool. However, it can also be a double-edged sword that impedes accurate communication, when face-to-face interaction is more appropriate. Learn which signs to watch out for which tend to indicate that email is not helping you, but rather hindering you.

Today’s workplace has changed in respect to ‘fun’ while working. More employees today are looking for work environments where fun is allowed to happen spontaneously and frequently, rather than planned or deferred until a later ‘appropriate’ fun time/event. Clint discusses ways organizations can find opportunities to allow fun to happen to engage employees on a daily basis.

Today, Clint meets with representatives from Village on the Isle in Venice, Florida to discuss an innovative affordable housing option that has been developed and implemented at their CCRC.

The use of I, We and They can be very indicative of an employee’s position in their organization. Today, Clint discusses what to listen for, what it means and how to move towards more team-based positions.

Practically every organization has them - weenies and trolls. Who are these employees and how do they impact the organization and its customers? Listen in to find out about these problematic groups and how to deal with them!

In addressing the Care Crowd Creed item of ‘I make a difference’, what are ways we can ensure that people actually recognize when they do make a difference? In common work environments, it is all too easy to let horn-tooting go by the wayside. Get some horn-honking tips today!

In further dealing with the topic of employee retention, today Clint discusses the first steps in bringing in your hard won new-hire and providing ‘passionate orientation’ to help ensure your new employee gets off on the correct foot for the long term.

Staff retention is as important, if not more important than staff recruitment. That being said, what methods are you using to help keep the prized employees you already have? Today, Clint discusses the use of data collection and analysis in support of holding on to highly valued talent.