Creating a Culture of Customer Satisfaction, Part 1

June 18, 2015 by C. Scott McMillin

The traits we should be looking for may be missing from (or underemphasized in) the job description.

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Customer Satisfaction: Group vs. Individual

June 11, 2015 by C. Scott McMillin

This is not about results. It’s about attention. Our clients want to feel as if somebody’s actually listening to them.

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What Makes a Successful Treatment Program

January 5, 2015 by C. Scott McMillin

Lose the community’s confidence in our ability to provide a safe, secure environment for their loved ones, and it’s over.

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Ten Steps to a Strategic Plan

December 22, 2014 by C. Scott McMillin

“I don’t know why we bother. Hardly any of the stuff we predict ever comes to pass.”

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Social Networking and Recovery Services

August 7, 2013 by Cecile

Social networking speech is protected, in the United States at least, by the same Constitution that protects other forms of speech.

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Surviving Program Surveys

May 6, 2013 by C. Scott McMillin

The most common error is to assume your program is running pretty well and will therefore get a good result on the survey.

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Building an Ethical Culture

January 28, 2013 by C. Scott McMillin

“If my intentions are good,” they think to themselves, “how can my actions be unprofessional?”

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Customer Service Secrets of the Stars

January 13, 2013 by C. Scott McMillin

Inpatient customers are at your facility 24 hours a day, seven days a week. During that time they may be interacting with counselors, group leaders, techs, medical staff and other clinical folks for several hours a day. But the hospitality staff are there all the time.

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Cost Control Challenges

December 23, 2012 by C. Scott McMillin

A budget, after all, is just a detailed prediction about the future. Human beings are not that good at predicting the future.

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Hiring for Success

December 13, 2012 by C. Scott McMillin

Psychologists suspect that emotional traits cannot be taught in the workplace; employers must screen and select for them via the hiring process.

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