Coaching Services

Clients enjoy having Mary as on ongoing coach as they respond to the various challenges encountered on their service performance improvement journeys.

Coaching services can range from brief follow-up phone calls or e-mail correspondence – provided at no charge to the client after an initial visit. Other clients contract with Mary for an ongoing series of visits throughout the year.

The agendas are specific to the clients needs but have included activities such as:

  • Coaching individual managers (and teams of managers) on service leadership skills
  • Developing a world-class Service Recovery program
  • Revitalizing Reward and Recognition efforts
  • Developing and implementing Customer Service Standards
  • Delivering inspirational continuing education for staff
  • Effectively using scripting protocols
  • Understanding the benefits of service mapping
  • Designing improved patient experiences in a specific department

Coaching engagements are customized to your needs. Please contact Mary for more information.

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The task of leadership is not to put greatness into people, but to elicit it, for the greatness is there already.

- John Buchanan

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