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By Laurie Guest
What? You just secret shoppped us?! That was the response I received from the sales associate at The Crystal Bride dress store in Geneva, IL. Her reaction when she discovered I had completed an undercover customer service audit was a mixture of puzzlement, interest, and maybe a hint of concern. For over fifteen years, my company has conducted customer service audits all over the country. What a hoot this job is! Oh, the stories I could tell about bad service, embarrassing comments, and failed sales approaches. Today, I have a WIN to share instead. It all started because of the National Speakers Association annual meeting, which traditionally has one evening as a long-gown affair. I am NOT a person who enjoys dressing up. Shopping for clothes is one of my least favorite activities in this life. Why? Because I am a plus size gal. All the cute dresses in the window never come in my size. If, by luck, they can order one in, the dress will no longer look cute once draped on this body. Keep in mind, I have been to The Crystal Bride many times over the years as an incentive to stick with whatever diet plan I happened to be on that month. I would lovingly touch the crystal-spangled dresses with plunging necklines, then fight back tears when I couldn’t squeeze them on in the dressing room. This year, however, I am happy to brag that I shed 45 pounds, making it possible that at least one dress in the store might work. I resolved to kill two birds with one stone: find a dress to wear to my shindig and secret shop this team at the same time. I arrived at the store with no makeup, flat hair, ugly shorts, and clunky tennis shoes. All of this was done on purpose to see if I would be dismissed as unable to afford the place or disregarded as out of my league. A bad attitude completed my “look” so I could see what the sales associates would do. I grabbed a dress off the discount rack and headed to the dressing room without giving the associates so much as a glance. A few moments later, a friendly associate named Lori arrived at my door and asked if she could help. In my best impatient voice I grumbled, “Well, no one seemed to pay much attention to me so I just showed myself to the room. I only scrounged up one dress that will work for me and I am trying it on.” My attitude did not deter her. Point for Lori. She promptly came back with four dresses, a gigantic smile, and words of encouragement. Before I knew it, I was standing in a beautiful dress that was double my budget, but looked fantastic! It needed an alteration on the sleeves so I shot out another objection, “Well bummer! I leave in four days. Since a holiday falls in the middle of that, I can’t possibly get this altered in time.” POOF! They had a seamstress in front of me marking the hem before I could say “Mastercard”! Get this: when they discovered I didn’t have the right kind of shoes with me for the alterations, another clerk took off HER SHOES for me to borrow so we could get the chalk marks in the right place! Who does that? At this point, I was grinning from ear to ear because a mini-dream had come true. I could buy the pretty dress like every other girl, and I gathered a Guest Encounter story that shows how great customer service is supposed to work. On top of everything else, they brought the owner over to meet me. She was delightful and appreciative of the business. Well done, team! Here is my 6-pack debrief from this encounter:
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By Steve Berkowitz
We have seen a great deal of progress in getting the patient more involved with his/her health through the process of health literacy. As defined by HHS almost ten years ago, health literacy is “the degree to which individuals have the capacity to obtain, process, and understand health information to make appropriate health decisions”. In 2013, the Institute of Medicine further outlined three priorities in health literacy:
We have seen numerous local, regional and national efforts toward the achievement of these goals. Key components of health literacy programs include knowledge of the individual’s health and risk factors, knowledge of insurance, interaction with health care providers, and a better understanding and utilization of social media. At first glance, these efforts seem to be an elucidation of the obvious. Of course, the patient should be very involved with his/her care. After all, the patient is the one with the medical condition and the patient is the one who will be the recipient of the management and treatment. Over my career, it was striking to hear so many patients tell me, "whatever you say, Doc." Why would so many patients completely defer to me, a third party, the decision to do some potentially very invasive, and sometimes disfiguring, things to their bodies? Even if I may be the “expert” in the matter. Why should I bear that responsibility alone? Maybe I am simplistic, but shouldn’t the patient take primary responsibility for his/her health and welfare? Certainly, any efforts at true population management are doomed to failure if the patient does not assume a key role in the process. So, toward that end, I obviously support efforts at health literacy. After all, knowledge is the first step in informed decision-making. At least in theory, the more knowledge shared amongst all stakeholders, the better the outcome. But that is only the beginning. Knowledge is a great initial step, but knowledge in itself does not guarantee a favorable outcome. Present efforts in health literacy have focused on the first part of the HHS definition, “the degree to which individuals have the capacity to obtain, process, and understand health information”. Now we need to get to the third part of that definition “and make the appropriate health care decisions”. The clinical outcome is the endpoint of a series of decisions and actions. Therefore, health literacy, although a very welcome addition to health care, must go farther. Health literacy must progress to health actuation. The entire health care team– the patient, the caregivers, the entire system– must engage and use this information together. We must work a team to ensure the best outcome. But within this team, the patient must play a key role, and maybe, the most critical role. The knowledgeable patient must progress to an influential member of the health care decision-making team. You and I will be better physicians if the patient is not only health literate, but also health actuated. We will get better outcomes with the patient working with the team. Let’s move from health literacy to health actuation - especially for the patient! Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! By Colette Carlson
It’s that time of year again! Caught between candy bars and cranberries, we might overlook the true theme of this month: gratitude. Gratitude not only transforms how we see ourselves, but the way we view and interact with people around us. For those of us in business who are constantly relating to others-fellow employees and potential clients alike, making time to pay gratitude forward pays off big-time. And there’s no time like the present. Stand out and beat the traditional holiday show of appreciation. Rather than waste the next few days of opportunity, choose instead to immediately share your gratitude with customers, clients and colleagues. Stop wasting time telling yourself everyone is too busy to connect, and get busy connecting! Need motivation? 1. A 2014 study published in Emotion found that thanking a new acquaintance makes them more likely to want an ongoing relationship with you. This can lead to new opportunities. Rather than a generic thank you to a new project partner, why not send off a sincere and specific note of gratitude for their contribution? 2. According to Bain & Company, retaining current customers is 6 to 7 times less costly than acquiring new ones. Showing appreciation makes you memorable and reminds clients of your service. Pick up the phone and call your clients to express how much you value their relationship. For greater impact, share a story that supports your words. 3. Happiness researcher Shawn Achor suggests writing one, quick email every morning thanking or praising a member on your team. Ironically, this habit increases your joy and lowers your stress making you an unexpected benefactor. Bottom line, it’s hugely important to honestly recognize other peoples’ contributions. Think how it feels when someone gives you appreciation for something you’ve done. Everyone can benefit from a high-five now and again. Gratitude costs nothing, but obtaining and maintaining it fosters more and stronger connections with others. Really, there’s no better season to reach out to people in or out of your circle with appreciation and a new sense of thankfulness. Who knows? They just might remember the kindness when choosing their next business associate. Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! By Barbara Bartlett, RN, MSW
New studies on gratitude find that there are even more benefits than expected. There are 26 new studies published that indicate that grateful people report higher levels of positive emotions, life satisfaction, vitality, optimism and lower levels of depression and stress.The disposition toward gratitude appears to enhance pleasant feeling states more than it diminishes unpleasant emotions. Gratitude is defined as thankfulness, gratefulness, or appreciation in acknowledgement of a benefit that one has received or will receive. It may be acknowledging a benefit we really did not earn. For example, I am very grateful to be born in the U.S. but I did nothing to deserve this. One only has to travel a bit or watch the news to recognize what a gift this is. There are different types of gratitude: An emotion—a singular emotion that lasts for only a few minutes based on an experience. A mood—can be induced by gratitude inducing interventions such as journaling. Can give rise to more gratitude emotions. A trait—a built-in, personality level trait which determines how often and deeply we feel gratitude. Can be influenced and enhanced by creating the gratitude mood. Expressions of gratitude reinforce moral behavior. Multiple studies how that expression of gratitude encourage pro-social behavior in the future. For example, thanking people or offering to help seems to “play it forward” and encourage others to also look for opportunities to be grateful. Increase the gratitude in your life. Here are the techniques that are recommended:
Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! By Kathleen Passanisi
In the most famous attic of all time, Anne Frank wrote, “We all live with the objective of being happy; our lives are all different and yet the same.” And in his very first speech as President, Franklin Delano Roosevelt assured a depression-crippled nation, “The only thing we have to fear is fear itself.” Now, decades later, the study of “Positive Psychology” has shown us that these famous quotes are not only timeless, they are connected. In his book, What Happy People Know, Dan Baker, Ph.D., reveals that fear is the mortal enemy of happiness. He explains humans have only two primal emotions: love and fear. According to Baker, “Fear impels us to survive, and love enables us to thrive.” Unfortunately, in a “fight or flight” world, it’s impossible to focus on the joy of your accomplishments or love from those around you. It is clear that fear must be overcome. Why We Fear Overcoming is not an easy task, as fear is a hard-wired evolutionary response. As Baker points out, fear is an impulse rooted in the simplest of all brain parts, the “reptilian” brain stem. The ability to fear evolved over 100 million years ago! What separates our fears from those of a lizard is that our fears are generally coupled with emotion. This coupling takes place in the amygdala, or “mammalian brain.” The amygdala is the basic home of memory. It is precisely why some adults never outgrow their childhood fears. The amygdala stores them for easy recall. The mammalian brain also triggers the physical side of fear. It signals the release of stress hormones in the brain, which, in turn, raise blood pressure and heart rate and cause queasiness and the jitters. At one point, this three part fear response was what kept humans alive. First, the danger would approach, the human would recognize it as such, and then the brain would kick the human into “high gear.” Nowadays, however, the root of our fears are rarely physical dangers. There are very few hungry lions in our midst. So why do we have the same type of response? What We Fear Baker divides all modern fear in two categories, the “fear of not having enough” and the “fear of not being enough.” At the root of both fears is the myth of scarcity. Dr. Michael Beckwith, featured in the recent self-help phenomenon The Secret, attributes all human suffering to the idea that there is not enough good to go around. Many people believe there is not enough money, not enough love, not enough oxygen for everyone. Every day, therefore, is a struggle. When we don’t get what we want, we blame some flaw in ourselves, “If only I were smarter, I would make more money. If only I were cuter, somebody might love me.” This constant self-berating causes a deep sadness in many of us which triggers a terrible cycle. We begin to feel we are unworthy of happiness. Because we are sad, we cling to the little happiness we already have. Because we feel unworthy, we fear the loss of these joys. These fears trigger negative actions. Believers of the law of attraction and quantum physics will assure you “what you focus on expands.” Soon you’ve created a self-fulfilling prophecy. Imagined loss reaps real loss. Happiness becomes something we futilely chase for instead of something we readily enjoy. Fighting Fear with Gratitude Baker assures us that the antidote to fear is gratitude. Instead of dwelling on what we don’t have and/or what we have to lose, we need to focus on what we do have. This will gradually create a shift in perspective that will reap large rewards. In his book Happier, Harvard Professor Tal Ben-Shahar, Ph.D. recommends keeping a gratitude journal. He cites a study by Robert Emmons and Michael McCullough which found that people who wrote down five reasons to be grateful daily experienced better physical and mental well-being. Most psychiatrists will tell you that overcoming fear is a gradual process, best started in small doses. You can’t get much smaller than five things per day! Evolution has set this up as a fail-safe plan. All appreciation is based on love, and love is a product of the neo-cortex, the most evolved brain part. The reptilian fear doesn’t stand a chance! Start focusing on what you appreciate today, and a brighter, happier tomorrow is yours. Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! By Vicki Hess
If you're a leader, you're spending time and money on employee engagement whether you mean to or not. You are either doing it reactively or proactively. In the reactive mode, you end up spending time with "Chain Gang Members" (my term for disengaged employees) listening to complaints or coaching for improvement again and again. When things continue to go downhill, you end up managing turnover and all of it's associated costs and headaches. Think this isn't costing you money? Think again! According to the Society for Human Resource Management, when a nurse whose annual compensation and benefits are $75,000 decides to leave the organization, the total cost is $41,000! Still think you don't have time? Think again! The other option is to proactively address employee engagement. Here's what that looks like.
Hopefully you're starting to feel motivated to make employee engagement part of the fabric of what you do as a leader. Because if you think you aren't spending time and money focusing on it...think again! Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! This was originally posted on JohnOLearyInspires.com. When John O'Leary was 9 years old, he suffered burns over 100% of his body and was expected to die. He is now an inspirational speaker and bestselling author, teaching more than 50,000 people around the world each year how to live inspired. John's first book, ON FIRE: The 7 Choices to Ignite a Radically Inspired Life was published March 15, 2016. John is a contributing writer for Huff Post and Parade.com. John is a proud husband and father of four and resides in St. Louis, MO. Order John’s book today anywhere books are sold.
Years ago while on a business trip to Milwaukee, Mark Sharenbroich discovered the power we each have to connect more fully with others. Let me explain. Harley Davidson’s 100th-anniversary celebration had attracted enthusiasts from around the world to Wisconsin. From vagabond riders to weekend warriors, tens of thousands of bikers convened in the city. Although their backgrounds were wildly different, they had a simple, disarming way of connecting with one another. Mark observed that, when one enthusiast approached another for the first time, the first words spoken were often: “Nice bike.” These two words lowered barriers. Built a bridge of shared interest and mutual respect. And poured the foundation for genuine connection. Mark observed that, in acknowledging what was important to a fellow rider, an instant and authentic connection was made. More importantly, he realized that what is true for Harley Davidson enthusiasts is true for all of us. Mark suggests three ways to deepen our connection with others:
“Connection is the energy that is created between people when they feel seen, heard and valued.” -Brene Brown Today, whether you’re rolling into town on your Harley Davidson or hopping off the local bus: Remind others that they matter and the best is yet to come. This is your day. Live Inspired. Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success!  By Ron Culbertson. With a master’s degree in social work, Ron Culberson spent the first part of his career working in a large hospice organization as a clinical social worker, middle manager, and senior leader. As a speaker, humorist, and author of "Do it Well. Make it Fun.The Key to Success in Life, Death, and Almost Everything in Between", he has delivered more than 1,000 presentations to associations, government agencies, non-profit organizations, and corporations. His mission is to change the workplace culture so that organizations are more productive and staff are more content. He was also the 2012-2013 president of the National Speakers Association and is a recognized expert on the benefits of humor and laughter.
When we’re faced with a challenge, it’s not often easy to find humor in the situation. But humor can be just what we need to balance the situation and boost our morale. I love it when I’m able to find something funny in the midst of a stressful situation. I’m not always good at it, but when I am, it’s Nirvana. For instance, a few years ago, while going through airport security, I was trying to remove my watch. I had recently changed the band and was having trouble unhooking it. As I attempted to take it off, the watch slipped out of my hand. I grabbed for it and accidentally smacked it twenty feet across the floor. Nervously, I turned to the TSA agent and said, “Time flies, doesn’t it?” He laughed. I retrieved my watch. And I made my flight without incident. Dropping your watch is not a huge problem. I understand that. But when we can find humor during life’s more challenging experiences, the situations feel a bit less challenging. So, I thought I’d share some of my favorite examples from family, friends, and colleagues who used humor to cope with their particular predicaments. ——-- Recently, I spoke for the US District Court clerks in western North Carolina. The Clerk of the Court, Frank Johns, shared that he was diagnosed with an unusual type of intestinal cancer in 1999. His daily treatments consisted of two chemotherapy injections administered in each side of his, well, back side. Luckily, Frank is married to a nurse so she could administer the injections. On some days, Frank noticed that the injections didn’t hurt at all while on other days, they hurt a lot. So one day, when he didn’t feel any discomfort from the shots, he asked his wife to mark the spots on each cheek with a Sharpie. A couple of days later, he went to a tattoo parlor and had two permanent bullseyes placed where the spots were. Oh, and by the way, Frank is an avid gun enthusiast so the bullseyes were appropriate on a many levels. In Frank’s case, humor definitely hit the spot! And it made a challenging situation better. Today, Frank’s cancer is in remission. ——-- Early in my career, I spoke at a local support group for people living with serious illnesses. I asked the participants how they used humor to cope with their health challenges. One man said that when he went to see his doctor for a checkup, he placed a Beanie Baby crab under his hospital gown. When the doctor lifted the gown to examine him, he said, “Sorry, I’ve got crabs.” The doctor burst out laughing. When you’re dealing with a serious illness, edgy humor can be one of the greatest reliefs for the tension. It’s like fighting fire with fire. In this case the patent’s reference to an STD led to ROTFL. ——-- A colleague was telling me that when her father died, she went to the funeral home to purchase an urn for his ashes. However, she felt that the urns on display were too serious and that they didn’t fit her father’s fun personality. She felt that they were just too “urn-est.” Haha. So, she solved the problem by burying her father’s ashes in a beer growler! He had always loved beer, and she felt this represented his life much better than a more somber container. I guess you could say one bad urn deserved another (sorry). ——-- My friend Theo Androus’s dad was quite a gregarious guy. Once, Theo told him that his haircut looked awful. His dad said, “Son, the only difference between a bad haircut and a good haircut is two weeks.” As Theo’s dad got older, he began to have physical problems due to diabetes. On one evaluation visit, his doctor told him that he would probably need to have his leg amputated at some point in the near future. Theo’s dad asked, “When you cut off my leg, can I have it back?” The doctor responded, “Why?” His dad said, “Because I want to bury it under a tombstone that says, ‘The rest is yet to come.’” Theo’s dad was the epitome of using sharp wit to battle serious life challenges. He was definitely a cut above the rest. ——-- My friend Michael Aronin was born with cerebral palsy. All his life, he has dealt with people who are uncomfortable with his speech and his unsteady gait. But, as a comedian, he has always responded to this discomfort with humor. Once, when Michael was nine, he was in a department store with his mother. He tripped and fell. A sales person came over to help his mother pick him up. As they were lifting him to his feet, he said, “I shouldn’t have had that second beer.” Michael has a brilliant way of straightening out the uneven road in his life. ——-- A couple of weeks before my father died, and when it seemed pretty clear that he would not get better, a few friends and family came to visit him in the hospital. My dad was a private person who didn’t like to talk about himself or the seriousness of his situation. One day, our pastor and my dad’s friend Neel were in the room. The pastor asked, “Is there anything you want to tell anyone?” In his typical witty way, my father said, “Well, Neel owes me five dollars.” We all laughed and my dad successfully avoided one more serious conversation. ——-- Sometimes it may feel like nothing is funny. Other times, humor is the only way we can get through the day. A touch of humor can be just the balance we need so that we don’t get knocked off our feet by life’s challenges. So, laugh a little. It’s good for what ails you. Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! By Tim Hague Sr.
I know, I know: it’s a counterintuitive title, and for some, it may be right off-putting. But of recent I’ve been reminded again that within every cloud there is that sliver of a silver lining. Sheryl and I (Sheryl being my wife and partner in this Parkinson’s journey) had the opportunity recently to check off a bucket list item. We went about this little adventure quietly, but what’s important in the story is that it was made possible by Parkinson’s. I had always had what I consider a flashy dream. It’s played itself out in my head many times something like this. ‘I’m tired. I need a break. I wish we could just get on a plane and leave. Let's go sit on a beach for a week. Right now, let's just book it and go.’ Yeah right, eh?! Well, a few weeks back we did just that. I had been off speaking when Sheryl texted me with basically that idea. She had found a great last-minute deal and inquired; ‘Should I book it?’. My immediate answer was ‘no!’. As we talked it over, we realized we could go. And that maybe we should go. We had no commitments that week and we had been saving some dough for an anticipated expense that fortunately did not materialize, so, we had some extra cash. A week later we were on the beach. Wow! We had a blast. It was in many ways a dream come true. There were many times throughout the course of the week that I was left asking myself, ‘How does this happen’? Then I began to acknowledge some rather glaring facts. First I had to get Parkinson’s. Second, Parkinson’s had to take my job away. Third, I had to be lucky enough for that anticipated expense to fall through. And fourth, I had to be willing to go. Four little statements that are loaded with grief, loss, luck and a will to persevere. There has never been a day that I was grateful for having been given Parkinson’s. There never will be. There are days that I still grieve the loss of my job and the colleagues with whom I worked. I am grateful that we had the foresight to save a few bucks along the way. Most importantly though I am glad that Sheryl helps me Live My Best…TODAY. It would have been so easy to put the trip off, to find any number of reasonable, rational reasons, to say no to the idea. But if not now, when? When I’m 60, 65, 70 years old? The fact is Parkinson’s may very well prevent me from traveling at all at those ages. At 52, I can still go, and thus we went. Sheryl and I have come to the conclusion that while there is much we are still active in with her work and my Parkinson’s advocacy and speaking, this time in life is also a part of our ‘retirement’. We will still financially plan for a long life together, but we are going to spend some of that money today while I am still able. For us it is about more than simply surviving with Parkinson’s. It is about having the will to persevere and thrive. I know for some it may seem odd to suggest that a simple vacation was an act of defiance against Parkinson’s but that is exactly what it was. A will to plan for the future but also live today. My hope in sharing this story with you is to help you look at your life differently and seize the day. Parkinson’s made that week possible by freeing me of other responsibilities that would have prevented me from going. My ‘normal’ life was never so flexible. Amid the dark clouds of Parkinson’s (or whatever tends to darken your world) what silver lining might you find and act on? It may not be a trip away but I’m guessing that something has crossed your mind as you read this. My encouragement is to acknowledge it and then act on it. Then, if you will, drop me a note and share the story. I would love to hear about your adventure! Live Your Best….TODAY! Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! By Bobbe White
Do you often feel overwhelmed? Overworked? Overcommitted? There are many reasons and even more theories. I believe that, in most cases, our overcommitment tendencies are related to feeling overwhelmed and overworked. If you solve the former, you’ll feel less of the latter. Here’s the dig: Too often we say, “Yes,” and mean, “No.” Imagine a time when you have done this. How’d you feel? Pay attention to your gut the next time you say, “Yes,” and mean, “No.” We immediately sense it. I know I do. Intuition tells us one thing, obligation (or something else) tells us another. It’s an internal struggle. WHY do we overcommit?
HOW TO SAY NO:
SO, what does O.O.O.P.S. mean? Overwhelmed, Overworked, Overcommitted, Pressure and Stress. Try to avoid O.O.O.P.S. Because over-commitment is unhealthy and we don’t really need accolades that badly…do we? If you almost said ”Yes” but truthfully said “No,” then be like Elsa…good for you for letting it go. Looking for your next healthcare speaker? Get in touch with us today to make your healthcare event a success! |
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