Posts by Jennifer L. FitzPatrick
Four Lessons Healthcare And Senior Living Leaders Can Learn From The Starbucks Experience
I love mining other industries for ideas on how to improve client satisfaction and loyalty in healthcare and senior living. The Starbucks Experience: 5 Principles For Turning Ordinary Into Extraordinary has some great takeaways. The book is based on author (and fellow Certified Speaking Professional) Dr. Joseph Michelli’s time spent observing and interviewing individuals and…
Read MoreThree Service Lessons Everyone Can Learn From Disrupting The Status Quo of Senior Living
Disrupting The Status Quo of Senior Living: A Mindshift by Jill Aussem-Vitaleis a must-read for anyone hoping to improve service to reluctant customers. The former President & CEO of The Eden Alternative’s book is a humble account of the lessons she’s learned after several decades of senior living leadership. Here’s what service strategists in every…
Read MoreDouble Whammy Heartbreak of Grief These Days
Today would have been my Dad’s 69th birthday. He died suddenly 3.5 years ago. He died youngish–at age 65. As hard as his death was, I am SO grateful our family was able to have a proper send-off. It breaks my heart that so many people today are not able to have a funeral. And…
Read MorePatient Satisfaction In The Time of COVID-19
Engaging patients’ loved ones has always been integral to providing great service in healthcare. Caregiver involvement is associated with less errors, reduced readmissions, and increased compliance with the discharge plan. Even when visitors are not permitted, it’s essential to continue providing a caregiver-inclusive culture. What can your organization do to include family caregivers during this…
Read MoreWhy It Took This Long For Employees To Stay Home When They Are Sick
Prior to this pandemic, I have encountered countless persons sick at their jobs. Cashiers coughing. Restaurant servers sniffling. Receptionists blowing their noses. I’m sure you have observed these situations as well. Each time, I have always said to the person, “You should be home resting!” And almost every single time their responses were some version…
Read MoreWhy We Need To Stop Thinking It’s OK To Bash Millennials
Can you imagine bashing someone of another race, religion or sexual orientation at work? I sure hope not. So why do some organizations sit by and allow their employees to bash persons based on their age? Recently a team of Gen-Xers and Baby Boomers told me about a “problem employee” in their workplace. They went…
Read MoreWorking With Difficult Colleagues: The 4 R’s And Other Resources
One of my most popular keynotes is Complicated Colleagues and Maddening Managers: How to Cope and Collaborate with Provocative People. Working with persons who possess strong personality disorder traits is challenging but there are ways to get along with them while providing great service to your customers. You just have to apply the 4 R’s…
Read MoreOperations Varsity Blues & Generational Bashing
The seemingly never-ending story about celebrities and uber-wealthy parents is reinforcing the stereotype that our younger generations are so much more entitled than everyone else who was born during “a different time.”
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