This book takes aim at service excellence initiatives, quality and performance improvement efforts and patient satisfaction surveys, dispelling some of our most cherished beliefs about loyalty and leadership. Recommended by the American Hospital Association (AHA), this captivating book is filled with stories and examples. It gives readers inspiration and new ideas with fresh insights and new hope. Do you need to move your management staff out of a rut and get them talking about, imagining and embracing ways to succeed? Do you want to re-invigorate your customer service initiatives? The principles in this highly personal and refreshing book will help any hospital team gain the extraordinary competitive advantage that comes from being seen as “the best” by its own employees, its consumers and its community. This book should be a must for every staff development program, every hospital manager's library and required reading in every health care curriculum. Many executives and leaders buy multiple copies of this book for distribution to their department managers and direct reports.
