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March 2016
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Mayo Clinic The Most Customer Driven Health Care Facility in the World

This month I went to the Mayo Clinic for a physical. I compare the Mayo Clinic to the Ritz Carlton and the remaining medical centers across the world being more like Motel 6. There is NO comparison. Everything is built around the customer experience from the moment you walk in to this mammoth complex to the time you leave. I like great service with exceptional quality and they have set the standard. The people at the entrance and throughout the building are very friendly and helpful… every single person! They use technology to speed the process.

Matthew Bartlett, M.B.,B.Ch., BAO was my General Internal Medicine doctor who sent me on a series of tests. He was concerned about a serious cut on my right finger so he set up an appointment with Marco Rizzo, M.D, the Orthopedic Surgeon who operated on me that day.

Dr. Bartlett told me they have about 5,000 - 8,000 Resident applications a year and can only accept 25. Their people skills and team work are must-have skills to get hired. They get to watch all Residents before making a hiring decision. Without these skills they will never be hired.

In previous newsletters I have featured the Mayo Clinic. Let's review what I saw in the 9 hours I was there on March 4th.

  • Everyone is super nice
  • Everyone will help you with directions. A very large facility.
  • Big signs… well marked
  • The doctors are the best in the world
  • People skills by everyone is exceptional
  • Flexibility in scheduling to make sure you see the right people and have the tests done that are needed.
  • NO plastic chairs. All chairs and couches are very plush.
  • Free computers everywhere for you to use.
  • Free Wifi with NO password (They make it easy for you to get on the Internet)
  • www.MayoClinic.org Visit their web site to see their number one rankings.

You can see pictures from my trip to the Mayo Clinic here

Books To Read Challenge

Each month I will list up to 3 books I have read and would suggest everyone would benefit from reading. Join me and read at least one book a month to enhance your skills. I find it very fulfilling and would love to hear which books you would suggest for not only me but all of our readers/partners.

  • 21.5 Unbreakable Laws of Selling by Jeffrey Gitomer Proven actions you must take to make easier, faster, bigger sales ... Now and Forever
  • Empowerment: A Way of Life by John Tschohl Mastering the skills of empowerment.
  • Purple COW by Seth Godin Transform your business by being remarkable

John Tschohl in Trinidad May 24th

Creating A Strategy to Achieve and Maintain a Service Culture, click here for the brochure

October 13-14 Worldwide Customer Service Conference

October 13-14 we will have service leaders from across the world in a 2 day Worldwide Customer Service Conference. If you want to learn how to drive a service culture this is your opportunity. Draft Agenda is here. On Saturday October 15 we will have an exclusive seminar just for Channel Partners and those interested in being a business partner with SQI. Draft Agenda is here. We have finalized the list of speakers and the agenda. Registration is $997 with an early bird discount until April 30 for $699. (extended 30 days) The Conference will be at the Radisson Blu with special SQI rates of $162 night. Registration, as well as more information, can be found right here on my website.

John Tschohl
Service Quality Institute
9201 E. Bloomington Freeway
Minneapolis, Minnesota 55420 USA
Office 952-884-3311
Cell 612-382-5636
In this issue

»Mayo Clinic: The most Cusotmer Driven Health Care Facility in the World
»Books To Read Challenge
»John Tschohl in Trinidad May 24th

John Tschohl, President Service Quality Institute

  • In The Media:

» Master Class "Customers For Life" - Channel 5 News Ukraine

» How Do They Do It, Year After Year? - Retail Observer

» Building Rapport With Your Customers - The Call Center Times

» Golden Rule of Efficiency - The Call Center Times

» The 86 Percent - The Paint Dealer

» Make Every Week Customer Service Week The Retail Observer

» 7 Ways to Better Serve Customers Aba Bank Marketing

» Customer Service Gurus: Catching Up With John Tschohl - Customer Service Guru

» Customer Service of Black Friday - Is There Any? - Seize the day


Certification Seminars:

April 11, 2016 Minneapolis, MN - Feelings (Certification)
Sign up here

April 11-13, 2016 MInneapolis, MN - Certified Customer Service Leader (CCSL)
Sign up here

April  11-14, 2016 Minneapolis, MN - Certified Customer Service Trainer (CCST)
Sign up here

April  12-13, 2016 Minneapolis, MN - Leading Empowered Teams (Certification)
Sign up here

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