by Mary Pat Whaley | Jan 20, 2010 | Amazing Customer Service, Day-to-Day Operations, Leadership
Sometimes in the midst of making changes to improve things, we inadvertently lose the patient. Sometimes we literally lose the patient because they say “Everything is changing and I don’t like it. I’m taking my business elsewhere.” Sometimes...
by Mary Pat Whaley | Feb 23, 2009 | Leadership
Note from Mary Pat: Please welcome my guest columnist Jim Smith, MBA who has written on the subject of change. His original article was written about the Washington State Department of Transportation, but he has been kind enough to let me change WSDOT to ABC Medical...
