When Things Don’t Go Right

  • Posted by Janiece Gray
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Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on a missed opportunity I experienced recently. I had a special person in my life who needed to have surgery. Read more...

It’s Hard for Me to Say I’m Sorry….

  • Posted by Janiece Gray
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In the realm of Patient Experience, service recovery is not a concept that I’ve been naturally drawn to over the years. I think it’s because service recovery comes into play when things go wrong. I’d prefer to focus my energies and efforts on the positive and preventative side of the equation, trying to make sure that the situations in need of an apology (or “recovery”), don’t have to occur in the first place. Read more...

More Stories from the Road – By Janiece Gray (with help from Jim Mock)

  • Posted by Janiece Gray
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My last blog compared several travel experiences to healthcare experiences, and it generated so many emails and comments from those of you who read it, I thought I’d reach out to the person I know who travels the most, my Dad, for a few more examples of customer service stories that stuck out to him from all of his adventures. Read more...

Stories from the Road

  • Posted by Janiece Gray
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What phrases and stories have you heard that may be from outside of healthcare but have made an impact on you? Read more...

Getting the Most out of Your Beryl Institute Conference Experience

  • Posted by Janiece Gray
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Our team can’t wait to meet up in Chicago for The Beryl Institute’s Conference coming up April 16-18th! If you’ve never been to this conference or if you’re planning to attend, we wanted to share a bit about what we like best about this event and how to make the most of your time there. We thought it would be fun to share a little bit from each of our perspectives. Read more...

Where to Start?

  • Posted by Janiece Gray
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It seems like this season is full of good intentions, new beginnings, and great ideas. This is never truer than for those of you working in the wonderful and rewarding world of patient experience! Read more...