Food for thought...

Can attitude have an impact on your practice/business?
By Scott Foster, Recruiting Specialist

For the past year, many who have called M.E.D. have been greeted with "It's a great day at M.E.D. This is Scott. How can I help you." While there have been a few naysayers, the positive feedback on my greeting has far outweighed the negative. Every once in a while, one of our clients will ask the purpose of such a zealous greeting. The answer: Attitude has an internal and external impact that is not synonymous to a single industry.

At a time when patients and customers are realizing more than ever that they have a choice, service is one arena that can set any business apart from the rest of the pack. Anyone who has consistent contact with patients and customers has the ability to have a positive impact. Is attitude related to positive customer outcomes? For front-line employees with regular contact with patients and customers, the answer is "Yes." The front desk, telephone operators, appointment schedulers, and anyone who has direct contact can make or break the opportunity for repeat business.

Case in point -- Albertson's is a huge grocery and drug company.* It has more than 2,400 supermarkets, and its Osco and Sav-on brands make it the fifth-largest drugstore company in the U.S. In a typical year, shoppers will make 1.4 billion trips through its stores.

In 2001, with flat revenues and falling profits due to loss of market share, Albertson's had to find a way to turn business around. After going through four executives that were to no avail, Ed Foreman was brought in to "charge up the troops." After three years, Foreman's division brought in an annual profit of $100 million.

What's the secret? Foreman provided motivation and attitude training. The primary program is called The Successful Life Course. It is a three-day course that begins at 6 a.m. The first day begins with a chapter from an inspirational handout, followed by 12 minutes of yoga-like stretching. Then participants march up a hill, chanting, "I know I can, I know I can." This is followed by breakfast and then a variety of lectures on attitude, diet, and exercise with the emphasis on attitude.

Foreman claims: "It's your attitude, not your aptitude, that determines your altitude. Positive attitude is the single biggest thing that can change a business, and we're in the business of the maintenance and acquisition of customers."

A few other studies have shown that positive attitude is a symptom of satisfied employees. There is less turnover with these employees, and customers are more likely to encounter familiar faces and receive experienced service. Ultimately, these experiences build customer satisfaction and loyalty.

After a few months of utilizing the positive greeting, I attended an MGMA meeting. There were several business partners and clients that I only recognized by name and voice. After being introduced face to face, several people commented, "Hey, you're the It's a great day at M.E.D. guy."

Not only has this become my personal slogan, but it feels good to say it. In promoting a positive impression on others, it has only resulted in positive attitudes and outcomes. Our clients and candidates have become familiar with me. There are days I can't believe I get paid to help others and have a great time doing it. Try creating a signature phrase that will set you apart. It doesn't need to be mawkish or phony, just something that projects your positive attitude. YES, it is a great day at M.E.D.!

* M. Burke, "The Guru in the Vegetable Bin," Forbes, March 3, 2003, pp. 56-58.

Smile. It's a policy!

Before you laugh, it might be something you want to consider for your workplace. Realizing that sometimes we get a little carried away with the number of policies in our companies, this one might really be worth more than the paper it is written on. After all, aren't employees more productive and friendly when they are happy? Think about the number of times you have found yourself in a reception area or at a retail counter and the person behind the desk won't even make eye contact much less offer a warm smile.

While perusing my latest edition of the Society of Human Resource newsletter the other day, an article on a German company caught my attention. Not only did this company adopt a smiling policy but they took it a step further and included no complaining. Imagine now your own workday without complaints and plenty of smiles. Sounds like utopia! This particular company did meet some resistance from their employees but for the most part the employees were excited to work in a "no whining" environment.

Coworkers feed off each other. If someone comes in grumpy, it has a tendency to set the mood for the office. Last week at our staff meeting, I introduced the idea of adopting such a policy; we all shared a few laughs and comments. As the meeting progressed, all of us were keenly aware of how "whining" can enter into some of our ordinary conversations. Just the mention of the policy helped all of us to keep some of the negativity to a minimum.

Remember the firm in Germany that started all this; well the country grabbed the ball and ran with it. Twenty-five of their leading media and publishing firms launched an advertising campaign designed to lift the spirits in the country. Zeitgeist (German for spirit of the time) is sweeping the country and turning around the angst that many countrymen have felt since the reunification.

Realizing we work in the medical field, there are a plethora of challenges on every level. From patients, to insurance companies, to physicians, to employees, we are sometimes pulled and stretched beyond our breaking point. Hanging some friendly posters around the office as reminders to "SMILE" could help alleviate some stress. Adopt your own office version of Zeitgeist and remember to keep smiling.

Email: Can't live with it; can't live without it.

Did you know that 75 percent of senior executives and managers have an hour or less of uninterrupted time and more than 25% have less than a half-hour. These statistics come from a nationwide survey and represent a variety of interruptions. While there are cell phones, pagers, employee type interruptions, the biggest culprit is email.

Here are some fast and easy ways to manage the distractions in your workday:

Schedule an "un-interrupt" time each day; make your employees aware of this and stick to it.
Check emails and voicemails on the hour or every other hour.
Don't accept phone calls unless you are ready to stop what you are doing.
Have your employees adopt a simple courtesy such as "Do you have a minute?". Be honest with them, if the time is not right, ask them to come back at a time when you can give them your full attention.

Source:http:// maximumimpact.com/newletters/leadership/content

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