the bottom line
their babies here to be baptized and their
sons and daughters will be married here.
For many years to come, people of all walks
will celebrate the joys of life and find solace
from sorrow in this beautiful church that I
am helping to build!”
Now, which of these three men do you
want working for you? Which one has a
passion for the work he does, which one
makes a difference? Your front line lead-
ers have to understand this and if they
do not then you must spend time taking
them on this journey. You may have to
perform several leadership retreats where
you begin to educate them on your ex-
pectations for customer care and service.
Once you drop the bomb, then it is im-
portant you build in accountability. You
must continually develop great leaders
because doing so will allow you the abil-
ity to delegate many of the tasks on this
journey to the front line leaders who can
carry it to the front line staff. You have
to have great leaders at every level within
your department to sustain the results
and to move to the next level.
1Studer Q. Results That Last. Hoboken, NJ:
Wiley and Sons; 2008.
2Stubblefield A. The Baptist Journey To Excellence: Creating a Culture That WOWs!
Hoboken, NJ: Wiley and Sons; 2005.
Ed Yoder is the administrative director of medical
imaging at Winter Haven Hospital in Winter Haven, FL.
He holds a master’s degree in business administration,
as well as a master’s degree in healthcare administration
from the University of St. Francis. Ed is also a member
of the AHRA Board of Directors. He may be contacted