I trudged down to the South Carolina Department of Motor Vehicles late last week to convert my Wisconsin drivers license and to changes plates on my vehicle.  My first impression when I entered the building was that no one, including me, wanted to be there.  A brown haired DMV lady was barking orders to a young man just getting his first license, one man was sleeping in the corner of the waiting area (never a good sign), and one employee was waiting on the remaining 15 of us standing in line.

I often find myself amazed.  After completing a presentation yesterday I spoke with several executives about increasing patient satisfaction.  They were in awe of how we've been able to increase patient satisfaction scores in a relatively few months.  At my current organization, we've taken patient satisfactoin from the 26th percentile nationally to the 95th and continue to sustain our gains.

I am an avid reader of Seth Godin's Blog, found at www.sethgodin.com/blog, and he posted a short blurb regarding mediocrity that I believe really hits home to many of us.