1. Tennessee Christian Medical Center
A Vision of Extraordinary Service and Customer Loyalty for
Tennessee Christian Medical Center

2. OUR MISSION
“We exist to reflect the life and work of Christ and to assist spiritual, physical, and emotional healing.”

3. Madeline

4. 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

5. Is Customer Satisfaction the same as Customer Loyalty?

6. Satisfaction guarantees your
Present
Loyalty guarantees your
Future
What we really want is LOYALTY

7. Do more than the situation warrants! Wow them!
CUSTOMER LOYALTY
Do more than the customer expects!
P L U S
Do more than the situation warrants!
Wow them!

8. “Each person represents a human contact, an opportunity to satisfy a human need. Those needs are ongoing, and fundamental to our business.”

9. “Each person represents a human contact, an opportunity to satisfy a human need. Those needs are ongoing, and fundamental to our business.”

10. People want
a place to
BELONG !

11. This is how we do it… 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

12. Commitment To Excellence
M I S S I O N
FINANCIAL
SERVICE
QUALITY
PEOPLE
GROWTH

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 choice
People will drive past two other hospitals to get to us
Create a culture where employees
… feel valued
…manage our own morale
…behave like owners
…are inspired to be our best

15. What are the excellence goals
of our
Churches ?

16. Patient Perception of Care Overall Satisfaction 2002-2004

17. Patient Perception of Care Percentile Ranking 2002-2004

18. Give ‘em the Pickle!

19. Service
Make serving others your top priority. Great customer service happens when you exceed customers’ expectations by adding your special touch…

20. Attitude
Choose your attitude. How you think about the customer is how you will treat them.

21. Consistency
Customers return because they liked what happened last time. Set high service standards and live them every day.

22. Teamwork
Commit 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 is
Variation

24. Key Words at Key Times - Scripting
Gets the message to the customer in a consistent manner
Changes our behaviors
Gives people something to say

25. Key Words and Actions Answering Telephones Elevators
Leaving a Patient Room
Visitors who are lost
Greetings
Privacy
“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 difference
We want the same things from our churches!

27. People want
a place to
BELONG !

28. 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?

29. No Secrets We all want… Information – what’s going on?
To know the direction and
vision of the organization
Input
Tools and equipment to do our jobs
Rewards and recognition
To 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

31. This means that we’re all accountable!

32. Are Tennessee Christian Employees Renters or Owners?
Would you act
differently if you
owned your area?
Are we owners or renters of our churches?

33. Organizational Alignment Defined
Everything I say or do either
helps or hurts Tennessee Christian
as it seeks to
fulfill its mission
SERVICE
QUALITY
FINANCIAL
PEOPLE
GROWTH

34. Why is Alignment Important?
Ensures that we’re all pulling in the same direction, toward the same goals
Makes sure that we’re all contributing to the mission of Tennessee Christian
Creates a sense of urgency in
our work

35. Individual Accountability
I am responsible for my character,
thoughts, and feelings, which
govern my behavior
I choose my own attitude
I am responsible for how
customers view Tennessee
Christian through my behaviors

36. Individual Accountability
I am responsible to put myself in
my customers’ shoes
I must choose to focus on the
customer’s need before my
own task
I choose to seek opportunities to
be helpful

37. 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

38. 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.

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 department
Talk positively about your co-workers
Avoid gossip and destructive rumors
Ask how you can be helpful
Seek feedback on your performance

41. Communication Tips Compliment others freely
Become known for being friendly
Never let great work go
unnoticed
SMILE !

42. Recognize and Reward Success
Creates “real-life” examples
Reinforces behavior in star employees
Shows people how they can make a difference
Creates more leaders in the process of creating customer loyalty
Creates more best people! Shining Stars!

43. Beginning to Recognize Others
People like specific feedback
Complimented and recognized behavior will be repeated
It is okay to be uncomfortable as you begin to compliment

44. Quint Studor’s Model of Understanding Change
Believe
Decide
Act
Results
Understanding