How did Sky Lakes Hospital raise its customer satisfaction scores from the 41st percentile to the top 10% in the nation?

I was reading a post today from Marilyn Suttle at Who’s Your Gladys? blog. She talked about how Custom Learning Systems was hired to give the leaders at Sky Lakes tools to support service excellence. One of the tools that Sky Lakes adopted was the “Six Foot Rule.”  That rule lands Sky Lakes Hospital at #187 in the Purple Goldfish Project.

Here is an excerpt from the post:

Every employee, hospital-wide, is required to look up, make eye-contact, and say something pleasant when they pass within six feet of anyone – a patient, visitor, or even a fellow employee. This rule has changed the environment at Sky Lakes. The expectation was non-negotiable. People were held accountable. What happened? For some, the workplace got a whole lot friendlier and much more enjoyable.

Thanks Marilyn.  Strong effort by the folks at Sky Lakes.
Today’s Lagniappe (little something extra) – Great case study video from a group called Professional Movers:

FISHERMAN WANTED: HELP me catch another 815 purple goldfish for a great cause.  Click here to send me your example.