I've heard from many of you regarding the management of compliments received from patients and other customers who use our services.  Please take a look at the Comment Capture Process under the Tools tab at the top of this page. 

Effectively managing compliments is as important as effectively managing customer complaints.  A lot of us seem to set our sights on perfecting the complaint process while letting the compliment process slide until we've fixed the complainers.  That's kind of like putting a bucket under a leaky pipe in the kitchen hoping to catch all the water.  Before long the bucket overflows and we have water everywhere.

I don't think it's too much of a stretch to believe that if we manage the volumes of compliments we receive via letter, telephone, survey, or in person, and communicate those compliments to our employees, we'll have less complaints because our employees understand what works and what doesn't.  I'm rewarded for this, I'm not rewarded for that. Simple concept.

Please let me know of some of the ways you share compliments with your employees.  What works...what doesn't?  I'll share your ideas here on the blog.