tennessee christian medical center. our mission “we exist to reflect the life and work of christ...
TRANSCRIPT
A Vision of Extraordinary Service and A Vision of Extraordinary Service and Customer Loyalty forCustomer Loyalty for
Tennessee Christian Tennessee Christian Medical CenterMedical Center
OUR MISSIONOUR MISSION
“We exist to reflect the life and work of Christ and to assist
spiritual, physical, and emotional healing.”
Madeline
SENSE people’s needs before they ask
HELP each other out
ACKNOWLEDGE people’s feelings
RESPECT the dignity and privacy of others
EXPLAIN what’s happening
Is Customer Satisfaction the same as Customer Loyalty?
Satisfaction guarantees your
Loyalty guarantees your
Present
FutureWhat we really want is LOYALTY
CUSTOMER LOYALTY
Do more than the customer expects!
Do more than the situation
warrants!Wow them!
P L U S
“Each person represents a human contact, an opportunity
to satisfy a human need. Those needs are ongoing, and
fundamental to our business.”
“Each person represents a human contact, an opportunity
to satisfy a human need. Those needs are ongoing, and
fundamental to our business.”
People want
a place to
BELONG !BELONG !
9. Recognize and Reward Success
4. Create and Develop Our Leaders
8. Communicate at All Levels
3. Build a Culture Around Excellence
7. Align Our Behaviors with the Mission
2. Measure our Progress
6. Build Individual Accountability
1. Commit to Excellence
5. Focus on Employee Loyalty
This is how we This is how we do it…do it…
Commitment To Excellence
M I S S I O N
SE
RV
ICE
QU
ALIT
Y
FIN
AN
CIA
L
PE
OP
LE
GR
OW
TH
A Reality Check…
“66% of healthcare choice decisions are based on word of mouth.”
You can’t con the community, you can’t con the employees, and you can’t con the doctors.
Tennessee Christian’s Excellence GoalsBe the employer of choicePeople will drive past two other hospitals
to get to usCreate a culture where employees
… feel valued…manage our own morale…behave like owners…are inspired to be our best
What are the excellence goals
of our
Churches ?Churches ?
Patient Perception of CareOverall Satisfaction 2002-2004
3.25
3.3
3.35
3.4
3.45
3.5
3.55
3.6
3.65
Q1, 2002 Q2, 2002 Q3, 2002 Q4, 2002 Q1, 2003 Q2, 2003 Q3, 2003 Q4, 2003 Q1, 2004
Patient Perception of CarePercentile Ranking 2002-2004
0%
20%
40%
60%
80%
100%
120%
Q1, 2002 Q2, 2002 Q3, 2002 Q4, 2002 Q1, 2003 Q2, 2003 Q3, 2003 Q4, 2003 Q1, 2004
Give ‘em the Pickle!
ServiceServiceMake serving others your
top priority. Great customer service happens when you
exceed customers’ expectations by adding your
special touch…
AttitudeAttitudeChoose your attitude. How
you think about the customer is how you will
treat them.
ConsistencyConsistencyCustomers return because they liked what happened last time. Set high service
standards and live them every day.
TeamworkTeamworkCommit to teamwork. Look for ways to make each other
look good. In the end, everything everyone does
ends up in front of the customer.
The enemy of excellence is
The secret of excellence is
Consistency
Variation
Key Words at Key Times -Scripting
Gets the message to the customer in a consistent manner
Changes our behaviors Gives people something to say
Key Words and Actions
Answering TelephonesElevatorsLeaving a Patient RoomVisitors who are lostGreetingsPrivacy
“Engage the patient, guests, and family!”
3 Things Employees WantIn The Workplace
…believe the organization has the right purpose…know that our jobs are worthwhile…feel that we make a difference
We want the same things from our churches!
We want to…
People want
a place to
BELONG !BELONG !
Employee Opinion Results
Measure employee loyalty and attitude – Take the temperature of your organization!
Communicate the results – positive and negative – to every employee
Expect employees to play
key roles in the solutions
Would this be possible
in our churches?
No SecretsWe all want…
Information – what’s going on?To know the direction and
vision of the organization Input Tools and equipment to do our jobsRewards and recognition To work well with co-workers – we don’t want
to deal with problem co-workers
“One of employees’ biggest frustrations is when leadership won’t do anything about bad
employees. It’s demoralizing.”
Quint Studer
This means that we’re all
accountable!
Are Tennessee Christian Employees
Renters or Owners?
Would you actdifferently if you
owned your area?Are we owners or renters of our churches?
Organizational Alignment Defined
Everything I say or do either
helps or hurts Tennessee Christian
as it seeks to
fulfill its mission
FIN
AN
CIA
L
SE
RV
ICE
QU
ALIT
Y
PE
OP
LE
GR
OW
TH
Why is Alignment Important?Ensures that we’re all pulling in the
same direction, toward the same goalsMakes sure that we’re all contributing to
the mission of Tennessee ChristianCreates a sense of urgency in
our work
Individual Accountability
I am responsible for my character,
thoughts, and feelings, which
govern my behaviorI choose my own attitudeI am responsible for how
customers view Tennessee
Christian through my behaviors
Individual Accountability
I am responsible to put myself in
my customers’ shoesI must choose to focus on the
customer’s need before my
own taskI choose to seek opportunities to
be helpful
Individual Accountability
I will never receive a second
chance to make a good first
impression I understand that my behavior
speaks louder than my words
MOMENTS OF TRUTH
Any episode in which a customer comes in contact with any part of your organization and uses that contact to make a judgment about your organization.
What am I Going to do?
What can I do to improve service in my department?
What could I do to “WOW” my customers?
What bad habits do I now have that are impacting my ability to give “extraordinary” service?
Communication Tips
Talk positively about Tennessee Christian
Talk positively about your department Talk positively about your co-workersAvoid gossip and destructive rumorsAsk how you can be helpfulSeek feedback on your performance
Communication Tips
Compliment others freelyBecome known for being friendlyNever let great work go
unnoticedSMILE !
Recognize and Reward SuccessCreates “real-life” examplesReinforces behavior in star employeesShows people how they can make a
differenceCreates more leaders in the process of
creating customer loyaltyCreates more best people! Shining
Stars!
Beginning to Recognize Others
People like specific feedbackComplimented and recognized behavior
will be repeatedIt is okay to be uncomfortable as you
begin to compliment
Quint Studor’s Model of Understanding Change
BelieveDecideActResultsUnderstanding