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PUT YOUR EMPLOYEES BEFORE YOUR CUSTOMERS Paul Spiegelman

Consumerism is Here to Stay Cost and quality transparency will create a level playing field in healthcare. The key driver of patient satisfaction and financial success will be customer service.

Employees Before Patients "If you want employees to care about patients, you need to care about employees" - Kevin Robinson Southwestern Vermont Medical Center

Fewer than 1 in 3 employees (29%) are fully engaged Source: 2008 BlessingWhite, Inc

Profit Beryl vs. Publicly Traded CRM Companies 3 Year Average Operating Margin (2005~2007)

Other Milestones Attrition = ¼ of industry average Market Share = 90% Retention = 98%

“Best Company to Work For” Dallas/Fort Worth 2003 | 2004 | 2005 | 2006 America 2007 Texas 2005 | 2006

Harvard Business Review Service Profit Chain The Links in the Service-Profit Chain Internal Service Quality Employee Satisfaction Employee Productivity Employee Retention External Service Value Customer Satisfaction Customer Loyalty Revenue Growth Profitibility Operating Strategy and Service Delivery System Workplace design Job design Employee selection and development Employee rewards and recognition Tools for serving customers Service concept: results for customers Service designed and delivered to meet targeted customers’ needs Retention Repeat business Referral

Keys to Recruiting Patience Skill vs. Fit “Congratulations… You’re now a manager!”

Our approach to our people Job Career Calling

Everyone, I hope you are spending lots of time with your families as summer comes to a close. We just dropped off Jordan at her first day of kindergarten, and I'm sure some of you did the same! In my picture this month, you'll see one of Dylan and Jordan hanging out and playing well together as usual. About a week ago, we got back from a two week trip to California. During the first week, I attended a number of business meetings, but we took the second week as vacation and had a great time. It is interesting that no matter where I go, I can't help evaluating the customer service experience we have. It must be in our blood! Anyway, during the first week, we stayed at a hotel in Los Angeles that we've stayed at every year for the last 4 years. Since the last time we were there, the hotel was sold to Intercontinental Hotels, a high-end chain with a good reputation. We were excited to go back there and experience the difference. Unfortunately, the only thing that went up were the prices. As a Hyatt, we would always get a note welcoming us back. No notes this time. As a Hyatt, they'd always ask what type of newspaper we wanted in the morning. No one asked this time. As a Hyatt, the housekeeping staff would always convert the couch into a pull-out bed for Jordan. Not this time. As a Hyatt, we got two complimentary bottles of water at turn down each night. Nothing here. I even talked to some of the employees and they told me that things weren't like they used to be. Thanks for all that you do.

From: Morrow Lara (Human Resources) Sent: Thursday, September 06, 2007 4:31 PM To: Shipp Lance; Spiegelman Paul Cc: Carter Tracey (Human Resources); Pryor Andrew Subject: Beryl Cares Allan Follett Provider Services Call Advisor (New BBB member) �� Allan had surgery on his Achilles tendon.�� It is a sports injury.�� He will be out a few weeks.�� Flowers sent.�� Lara Morrow�� Queen of Fun and Laughter

Entitlement mentality Outside talent Building structure Rumors

Dealing with Challenges Get rid of those that don’t believe Make the tough decisions Stay the course

Can this work at a hospital? “ I have employed the same concepts you discuss to transform the culture at our hospital and I am pleased to report that everything that matters to hospitals - quality, safety, associate satisfaction/turn over, market share, strategic growth and surprisingly - finances - have responded well to these methods. The comment I hear most often in the community? "I notice now that the staff at your hospital smiles!" John Mitchell Leader/CEO Grays Harbor Community Hospital

How can you take this back to your company?

Credibility Respect Fairness Pride Camaraderie

Does Culture have an ROI? Over a 10-year period ending in 2006: Firms of Endearment returned 1,026% to shareholders “Good to Great” companies returned 331% to shareholders S&P 500 companies returned 122% to shareholders

Ten ways to make your employees smile

Give them a voice Pay them fairly Recognize and reward Offer opportunities for advancement Support out-of-the-box semantics Infiltrate the workplace with fun Walk the talk Send a handwritten note Create traditions Open your heart

www.whyiseveryonesmiling.com [email_address]

“ Keep it in the Big Ring” - Barry Spiegelman

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Editor's Notes