Most of us work ourselves silly focusing on quality, demonstrated outcomes, and proven results. That's a good thing. Yet too often we often stop short of the final step: zeroing in on how all our hard work comes across to the patient or customer. Why do we spend so much time making sure the ingredients are right...and so little time thinking about perception?
Liz Jazwiec, award-winning author of Eat That Cookie! and Hey Cupcake!, asks (and answers) this question in her latest book. In Service Excellence Is as Easy as PIE: Perception Is Everything, she deploys her trademark sense of humor and shares some practical and relatable ways to zone in on and improve service.
This latest book in Liz's "treat trilogy" does a delicious job of explaining the tools and tactics that form the whipped-cream smiley on the pie of service excellence. Not only does she explain how to generate powerful impressions and improve perceptions, she folds lots of entertaining stories into the mix.
Realistic, down to earth, and wickedly witty, PIE is perfect for everyone in health care or any other service industry. It's filled with ideas that are surprising, simple, and, yes, easy as you know what.
©2014 Studer Group, LLC and Liz, inc. (P)2014 Studer Group, LLC and Liz, inc.