Taking Care: An Inspirational Message For Health Care Audiences

A presentation of the good, the bad, and the wonderful aspects of one family’s journey through the health care system

While on a bicycling vacation in 2003, CJ Johnson, wife of well-known author, speaker and corporate culture expert Larry Johnson was involved in an accident that changed their world. Despite wearing a helmet, CJ sustained a closed-head injury that put her in a coma for eight weeks, and a persistent vegetative state for seven months. Going from hospitalization in intensive care, to skilled nursing facilities to home health care, CJ and Larry experienced first-hand what it’s like to be served by caregivers, technicians, nurses, doctors, therapists, administrators.

Inspirational This presentation is Larry’s personal story about that journey. It is guaranteed to touch the hearts of the audience and make them glad they have chosen their noble profession.

Informative It also shows the audience some of the flaws in the health care system as seen from his personal experience, and offers concrete suggestions to correct those flaws. It also celebrates the good that the tremendous good that health care offers to its clients and their families.

Audience takeaways 1. A fresh commitment to providing superlative care. 2. Scheduling suggestions that will improve patient/resident satisfaction scores. 3. Techniques for motivating caregivers so they take even better care. 4. Criteria for culling mediocre staff from your winners. 5. A fresh approach for creating a culture of accountability where everyone takes responsibility for excellent care. 6. One critical idea for reducing employee turnover. 7. A new awareness of the negative behavior patterns that staff can sometimes slip into and what to do about it. 8. New energy for delivering care for residents, patients and clients.

For Caregivers – this version focuses on actual caregivers and is designed to remind them of the basics and celebrate them for the challenging and rewarding work they do.

For Managers: this version includes the inspiration of the Caregiver version, but also includes what managers can do to build a culture of accountability where staff are more likely to take responsibility for delivering the quality of care patients and residents deserve.

Turning Customers into Outrageously Loyal Fans

Research at the University of Texas found that customer satisfaction is no guarantee of customer loyalty. Customers who indicated on questionnaires that they were simply “happy” with a product or service were as likely as those who had no opinion at all to abandon the vendor. The only indicator that predicted long-term loyalty was when customers used emotional words like “love” and “adore” to describe the vendor. In other words, if you want your customers to stay with you, they are more likely to do so if they LOVE YOU.

So the question is, how to you get your customers to LOVE YOU? More to the point, how does staff that will be attending this presentation with you get your customers to LOVE YOU?

Larry Johnson will show you how to make customers become your loyal fan by providing outrageous customer service.

In this fast-paced, entertaining and informative session, you will learn:

• The “5/11 Squared Formula” as it applies to word of mouth advertising • Creating positive customer perception from the first point of contact on • The importance of timely responses to customer requests • How to manage customer expectations so you don’t disappoint them • Five bonding behaviors that will put customers on your side • The Lagniappe principle that will keep customers on your side • Five critical questions to empower staff to solve customer complaints • Turning complaints into opportunities to shine • Twelve “no no’s” guaranteed to get rid of customers • How to deal with customer anger in a win/win way • How to keep your cool when customers are nasty, impolite and rude • Why delivering great customer service is good for your heart and soul

Mastering the Storm of Change

Right now, while some organizations are seeing improvement in their economic outlook, many are still facing falling revenues, restricted budgets, and reduced growth. Like past fluctuations in the economy, this downturn will eventually pass. In the meantime, those who survive, both organizationally and individually will be those who keep their spirits up and never stop looking for new ways to perform more efficiently, effectively and creatively. Drawing on 30 years of investigation and consulting experience with some of the world’s foremost corporations and governmental organizations, Larry Johnson will show you how to make the most of these difficult times through leadership and change management.

You will learn how to:

Adapt to new roles and organizational changes so you stay ahead of the curve Deliver the best service to customers, even those you’d like to punch Stay positive even when you’re feeling down Enhance your chances for job security (not an oxymoron) Enjoy your job more and have fun in the face of doing more with less Identify the differences between things you can change and things you cannot Replace whining and pity parties with proactive, positive performance Move forward with your life by creating your own pocket of excellence Manage the psychological roller coaster that is a natural part of change Apply a three step process for selecting your healthiest options in stressful situations Become a black belt change master for your company and for your own life Play the hand that’s dealt and move forward

There is No "They:" One family's inspirational journey

Destroy the Status Quo: Leading change in a changing world

Winning the Word-of-Mouth Game: Capturing and keeping customers for life