Customer Service and Accountability
Posted on November 13th, 2008 by Dennis Snow
My publisher, Dennis McClellan (DC Press) sent me a blog post yesterday that stopped me in my tracks. It’s written by Quint Studer, who is one of the premiere consultants in the healthcare industry, and brilliantly addresses the issue of accountability.
I could elaborate on the article here, but there’s nothing to add. Please check out (and pass along) his article, “What You Permit, You Promote.”
[...] his blog, Dennis Snow points to an article that is worth more than a couple of read-throughs, because if you [...]
I can see why the article stopped you in your tracks; it’s very powerful. I’ve written it down: “What are we permitting, thus promoting?” Asking the tough questions has enormous value in communicating the integrity of a leader, helping to motivate employees and building cohesiveness. Until we are ready to ask the tough questions, we are choosing to be (at least somewhat) blind. And the interesting thing is that the biggest gains, breakthroughs and rewards are just on the other side of the wall which a question like this punches through! This post is a great reminder. Thanks!