Imagine working for a company whose customer satisfaction rate is 3% and the CEO comes to you and says "make it 75% by year end." Your initial instincts may be to focus on the customers. This program will demonstrate the lessons Quint learned from watching another customer service powerhouse and how he applied them to his own situation. By focusing on the employees instead of the customers, he gave them the right tools to do their job, corrected them without destroying them, gave them reward and recognition when needed, thus putting them in a position to be more successful. Happier and more effective employees directly led to happier and more satisfied customers. Customer satisfaction jumped to 73% at the end of year one and 94% the second year.
Participants in this program will learn:
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How to create a culture of excellence from someone who has done it
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The nine principles to guide organizations in a culture change
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How to build the right accountability for your managers
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The best ways to retain your high performers, move your middle performers up and move your low performers up or out
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Quint Studer is considered by many to be the main impetus over the past several years for more and more health care organizations returning to their roots. Quint not only coaches organizations about creating a culture of excellence but has done it himself on a number of occasions. Over his 20-year career in health care, Quint moved from the staff level all the way to being COO of Holy Cross Hospital, in Chicago, and President of Baptist Hospital, Inc. In March 1999, Inc. Magazine named Quint its Master of Business, the only health care leader to ever receive this distinction. Based on his own leadership experience, he created the Nine Principles® to guide organizations in the culture change process and has adapted the Five Pillars as a tool to help facilitate the framework to achieve operational results. Quint is the author of multiple books including his first best seller Hardwiring Excellence, and the current best seller Results that Last.
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