| Humor at Work |
ISSUE 643 - Aug 24, 2016 |
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Laughter is the Best Customer Service Medicine |
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Doctors who laugh with their patients (with being the key word) are less likely to get sued. Similar studies in the United States found that lawsuits typically have more to do with how doctors communicated with their patients rather than the medical outcomes - improve patient communication and the likelihood of a lawsuit declines substantially.
(For starters, it looks like some doctors might need to work on their listening skills - doctors interrupt their patients, on average, every 18 seconds.)
Similarly, a massive study by Press Ganey Associates of 139,380 former patients found that not a single one of the top 15 sources of patient satisfaction had to do with the patient's health outcome. Not one. The top 15 sources of satisfaction all related to the patient's interactions with all of the hospital staff.
I think it's fair to say that we can extrapolate these results to every business. We are all in the business first and foremost of trust, communication and service. Those three critical elements blend together and go hand in hand, and without them - no matter how good your product - you're simply not going to succeed in the long run. Sustained greatness requires an intentional focus on building trust with your customers, communicating relentlessly in a way that's meaningful to
your customers, and personalized, individual service that goes beyond merely meeting expectations.
Oh, and having your customer laugh with you might also help keep you out of the legal doghouse as well!
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Mike's Fun at Work Tip |
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Another simple alter-ego name generator for your next meeting, social event or casual Friday: Take the first 3 letters of your father's name or your mother's name and combine the last 2 letters of your first name. For example, my father's name is Hugh, so I'd be Hugel (if I use Michael) or if I use Mike, I'd be Huke!
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Quote of the Week |
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“Humor and laughter in organizations can increase the amount of feedback you can get, the honesty, and the capacity for people to do good things. It’s through humor that you can open up the lines of communication.” Ken Blanchard
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It's a Wacky World |
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Important news for beer drinkers: A study published in the journal Food Quality and Preference suggests there's a link between certain types of music and how your beer tastes. Listening to high-pitched music makes your beer seem sweeter, whereas deep, bass-heavy music makes your beer appear more bitter.
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Cost-Savings to Bring Mike in to Speak
Okanagan: "I need to see Mom" special rate on-going!
Toronto: Oct. 21-24
Ottawa: Nov. 7
Vancouver: Dec.1-2
Edmonton: Dec. 5-7
Winnipeg: March 16
More Reading
Mike is quoted in the article: What Successful Leaders Do Before Leaving Work.
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mike@mikekerr.com
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