Are You a Service Excellence Champion?
Sharon (M.) Weinstein, MS, RN, CRNI-R?, CSP?,CVP, FACW, FAAN
Global Keynote Speaker ? Diagnostic Design Thinking ? CSP ? CSP Equivalence ? HBA ALC ? ANA Innovation ? Infusing Health and Reducing Stress in the Workforce and Workplace ? Best Selling Author ? Sharecare
Regardless of where we reside, there are rules we must face. Federal governments, States, Cities, Counties and Communities all have rules about reopening! Some are much more lenient than others, while some appear to be overly strict. Where does your community fall within the spectrum? In my county (Montgomery County, MD), there are rules, and there are some who follow those rules and some who think that the rules were made for others. There are those of us wearing masks, to protect others as well as ourselves, and those who choose not to abide.
There are businesses with controlled access, seating and more...and there are those businesses so hungry for money that they'll permit anyone, anytime, to enter. Where are you in the business reopening space? What Phase dominates your ability to regain clients and customers? Consumer expectations are reshaping the experience, placing new pressure on you to transform and keep pace.
If we are to deliver Service Excellence everyday in every way, we must be able to:
- Transform to WOW
- Respond to our people
- Bring them in and bring them back
Service Excellence is one of my most requested speaker topics; here's an example of a Nurses' Week program. What are you doing to ensure service delivery, and how will you bring them in (following the guidelines) and make the experience so great that they'll want to come back?