Chapter Fourteen: “Do the Right
Thing When Someone Asks You to
Keep It Confidential”
So what should your response be when
someone asks you to keep something
confidential? Do they just want to vent,
are they hoping you will pass information along to someone else, or is it gossip
or other destructive behavior? Agreeing
to keep a secret before you know what
it is can lead to all kinds of problems. If
the information is about something illegal, unethical, or against organizational
policy, then as a leader it is your responsibility to report it to the appropriate party.
It is best to be up front and say: “I can’t
promise you I can keep your secret. Information is often brought to my attention that I must act on. If you are having
an issue with someone, I suggest you take
it up with that person.” Encourage people
to carry their own messages and offer to
coach them on how to do so.
what customers want or what good service looks like to them. You may not always be able to meet their whats, so you
should try to make it up to them in some
other way, perhaps an appointment outside your regular schedule that will better
meet their needs.
Chapter Twenty-Eight: “View
Customer Complaints as Gifts”
Customers do us a great service when
they speak up about some aspect of
service that did not meet their needs.
We should use these opportunities to
personally connect with the customer
to discover what can be done to correct
mistakes or improve service. Customers
have many choices, and if they do not like
the service they get from your organiza-
tion, they will move their business else-
where. Whenever possible, go beyond
your comfort zone and go the extra mile
for your customer.
Cathleen Story, BS, RT(R), CRA is administrator,
diagnostic services, radiology administration at
Lehigh Valley Health Network in Allentown, PA. She is
currently a member of the AHRA Board of Directors.
She can be contaced at Cathleen. Story@lvhn.org.
Chapter Twenty-Two: “Always,
Always Manage Up the Company”
We are all representing our organization,
and not just while we are at work, but
also when we are off the clock. It means
saying positive things about the organization, its services and employees. Find
some aspect of the organization that you
really believe in so that you can be sincere
when talking about it. When you attend
a social event or are at the grocery store,
you are an agent of your organization,
especially if you are wearing or carrying
an item bearing your company’s logo or
name. Be aware of what you post on social media sites, you never know who may
be viewing what you have written. People
hear what you say and that may influence
their decision to use your organization.
Chapter Twenty-Five: “Know the
This chapter provides valuable tips on
how to create the right experience for
the customer. Never assume you know