"Cheerful, down-to-earth, and widely experienced, Baird has writtena well-organized, readable book with a can-do message..."(AORN Journal, 6/1/2004, Vol 70, No. 6) "Read this book for an action-oriented approach..." (TheHealthcare Collaborator, August 2001)"A wonderful guide that every manager can use. Kristin Baird'sadvice helps health care leaders understand the need for greatcustomer satisfaction."
Stephanie G. Sherman, author, Total ... Read moreCustomerSatisfaction "Combines the inspiration of 'why to focus' on customer serviceswith the real-life 'how-tos'. An excellent road map for health careleaders that provides direction and milestones in the journeytoward a great customer service!"
Quint Studer, president, Baptist Hospital, Inc., ofPensacola, FL "The challenge of creating a thoroughly customer-orientatedculture in a health care organization is so more fundamental thansAnding a few people off to the 'Disneyfied'.... The challenge,however, can be met
as this book demonstrates
ifleadership appreciates the key role of middle managers and, as theauthor so wonderfully says, builds the culture 'from the groundup.' Filled with examples, techniques, and tips, the author comesfrom and speaks to the real world."
Terrence J. Rynne, president, Rynne Marketing Group, authorof Healthcare Marketing in Transition Show Less