11 This is how we do it… 9. Recognize and Reward Success 4. Create and Develop Our Leaders8. Communicate at All Levels3. Build a Culture Around Excellence7. Align Our Behaviors with the Mission2. Measure our Progress6. Build Individual Accountability1. Commit to Excellence5. Focus on Employee Loyalty
12 Commitment To Excellence M I S S I O NFINANCIALSERVICEQUALITYPEOPLEGROWTH
13 “66% of healthcare choice decisions are based on word of mouth.” 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.
14 Tennessee Christian’s Excellence Goals Be 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
19 ServiceMake serving others your top priority. Great customer service happens when you exceed customers’ expectations by adding your special touch…
20 AttitudeChoose your attitude. How you think about the customer is how you will treat them.
21 ConsistencyCustomers return because they liked what happened last time. Set high service standards and live them every day.
22 TeamworkCommit to teamwork. Look for ways to make each other look good. In the end, everything everyone does ends up in front of the customer.
23 Consistency Variation The secret of excellence is The enemy of excellence isVariation
24 Key Words at Key Times - Scripting Gets the message to the customer in a consistent mannerChanges our behaviorsGives people something to say
25 Key Words and Actions Answering Telephones Elevators Leaving a Patient RoomVisitors who are lostGreetingsPrivacy“Engage the patient, guests, and family!”
26 3 Things Employees Want In The Workplace We want to……believe the organization has the right purpose…know that our jobs are worthwhile…feel that we make a differenceWe want the same things from our churches!
28 Employee Opinion Results Measure employee loyalty and attitude – Take the temperature of your organization!Communicate the results – positive and negative – to every employeeExpect employees to playkey roles in the solutionsWould this be possiblein our churches?
29 No Secrets We all want… Information – what’s going on? To know the direction andvision of the organizationInputTools and equipment to do our jobsRewards and recognitionTo work well with co-workers – we don’t want to deal with problem co-workers
30 “One of employees’ biggest frustrations is when leadership won’t do anything about bad employees. It’s demoralizing.”Quint Studer
32 Are Tennessee Christian Employees Renters or Owners? Would you actdifferently if youowned your area?Are we owners or renters of our churches?
33 Organizational Alignment Defined Everything I say or do eitherhelps or hurts Tennessee Christianas it seeks tofulfill its missionSERVICEQUALITYFINANCIALPEOPLEGROWTH
34 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 inour work
35 Individual Accountability I am responsible for my character,thoughts, and feelings, whichgovern my behaviorI choose my own attitudeI am responsible for howcustomers view TennesseeChristian through my behaviors
36 Individual Accountability I am responsible to put myself inmy customers’ shoesI must choose to focus on thecustomer’s need before myown taskI choose to seek opportunities tobe helpful
37 Individual Accountability I will never receive a secondchance to make a good firstimpressionI understand that my behaviorspeaks louder than my words
38 MOMENTS OF TRUTHAny 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.
39 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?
40 Communication Tips Talk positively about Tennessee Christian Talk positively about your departmentTalk positively about your co-workersAvoid gossip and destructive rumorsAsk how you can be helpfulSeek feedback on your performance
41 Communication Tips Compliment others freely Become known for being friendlyNever let great work gounnoticedSMILE !
42 Recognize and Reward Success Creates “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!
43 Beginning to Recognize Others People like specific feedbackComplimented and recognized behavior will be repeatedIt is okay to be uncomfortable as you begin to compliment
44 Quint Studor’s Model of Understanding Change BelieveDecideActResultsUnderstanding