Free 6 Module E Course:

Enhancing Your Culture of Service Excellence


“Susan is practical, easy to listen to and has a nice way of structuring her content. I could listen to her all day.”
-Lucia Anderson
Senior VP, Acute Care Operations and CNE
Lake Regions Healthcare
Fergus Falls, Minnesota
“Susan is an excellent engaging speaker. This program gave me lots of examples and ideas to embrace. I really liked the “Why choose us” program, coaching checklist and physician recognition ideas. The group activities were a great tool as well. Enjoyed this excellent program.”
-Eileen Gehringer
Rapid Response/Nursing Administrator
St. Barnabas Medical Center
Livingston, New Jersey
“Susan’s skills session provided great information on how to be an effective, empathetic and supportive leader for staff members and patients. I especially liked the simple and practical ways to get employees to participate in making the work place fun.”
-Kara Malcolm
Clinical Research Supervisor
Newton-Wellesley Hospital
Newton, MA
“Great presentation! This issue is a highest priority and Susan demonstrated and challenged me to know there is always more we can do to create greater patient experiences. Terrific examples about how websites, the Internet and social media can be robust in creating patient and physician loyalty.”
-Elbert T. McQueen
President/ CEO
Central Georgia Rehabilitation Hospital
Macon, Georgia
“Quick moving, great ideas, wonderful ideas, great examples.  This was one of my favorite classes. Fast moving and kept my attention the whole time. Great ideas to bring back to my team.”
-Stacie Zimmerman
Member Services Representative
Mayo Clinic
Rochester, Minnesota
“Susan’s program was very engaging. I came back with many ideas for staff. Her exercises fit into our organizational and departmental goals.”
-Kim Thompson, MBA
Manager, Medical Affairs
Genesis Health System
Silvis, Illinois

“Susan provided practical, useful ideas that we can use easily and immediately.”
-Kevin Ghirardi
Vice President, Support Services
Terrebone General Medical Center
Houma, Louisiana

“Susan is an enthusiastic, energetic speaker. Very enjoyable to listen to. She gave a lot of great ideas to use at home and work. I really like the three ways to create rapport. I know they say there is always something that can be improved upon but it’s tough to really pinpoint anything with this program. I thoroughly enjoyed Susan’s presentation.”
-Valerio Penick
Jefferson Memorial Hospital
Education Supervisor
Ransom, West Virginia

“I attended Susan’s program least year and pull out my notes from time to time when I am feeling burned out and need some ideas to motivate me and my staff.”
-Joyce Richards
Practice Manager
Crozer Medical Associates
Crum Lynne, Pennsylvania

“What I liked best was Susan’s content on appropriate responses to difficult people and 50 ways to enhance colleague to colleague relationships.”
-Nancy Mosilwa
Director, Patient Relations
JFK Medical Center
Edison, New Jersey

“Well organized, great analogies and useful tools explained in and easy to grasp format.”
-Dawn Buckley
Qwest for Excellence Coordinator
Mary Free Bed Rehabilitation Hospital
Grand Rapids, Michigan

Higher HCAHPS Scores

How to increase patients’ willingness to recommend your organization.

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Split Second Kindness

Make a difference even when you have too much to do and too little time.

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I'm Sorry to Hear That...

How to respond to complaints about a hospital, physician practice or home care.

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Credibilitiy and Likeability Makeover

Behaviors that demonstrate competence and caring, and role plays to turn your team’s knowledge into skills.

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