Minute Motivation

At yesterday’s Leadership Meeting we celebrated the success of managers as reflected in employee engagement scores. It was a delight to give awards for a variety of areas – having 50% engagement, improving scores by 15% or more, consistency in passing 80% engagement two years in a row, and more. You have worked hard to make this happen, and it’s fun to celebrate together. In a blog at impraise.com, we are reminded that “celebrating milestones injects life into the organization, making it worthwhile for employees to contribute to the long-term success of the company. Defining success can be as simple as a praise for an individual’s performance over a week or the overall success of the company over the past 12 months. Success should be whenever a colleague achieves a goal. Personal efforts count when the achievement contributes to the team’s common goals. Basically, everything that gets done and contributes to the mission of the team is a team success.” How do you celebrate suc...

In our Network Orientation for new employees, we ask the question, “How are Disney’s customers different than the people we serve?” While we can learn a lot about customer service from Disney, the reality is that they are serving people who want to be there, while most of our patients and their families are not excited to be spending time in the hospital. Most of Disney’s employees (cast members, as they call them) are serving people who are excited to be with them. As I was attending a conference last week at Disney’s Contemporary Resort, I noticed a part of Disney World I hadn’t noticed before. Just outside the Magic Kingdom parking lot is a building with a big sign that reads “Walt Disney World Car Care Center.” As I drove past the building (I didn’t stop – my rental car was working just fine), the thought struck me that the guests at this Disney service would rather not be there. They go there because their vacation has been interrupted by car trouble. The cast members wh...