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

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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

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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