Culture Change RX
Embark on a journey to the heart of healthcare, where we dissect the driving force behind every thriving organization: its culture. Drawing on her executive background and extensive work as a strategic coach, Capstone’s co-founder Sue Tetzlaff and guests will share actionable insights and practical steps for successfully navigating the people side of the business of healthcare. Join weekly to be equipped and inspired to uplevel the culture and unlock the next level of potential in your healthcare organization.
Culture Change RX
Culture Bytes: Why Customer Service Training Isn’t Working
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In this episode of Culture Change RX, Sue Tetzlaff explores the nine essential 'ITs' of customer service excellence in healthcare. She emphasizes that building a multi-faceted systematic approach, rather than just providing training, is key to achieving sustainable service quality and patient satisfaction.
Quotes from the episode:
- “Exceptional service is not created by training alone — it is created by systems.”
- “Organizations that excel in service don’t just focus on patients — they invest equally in their people.”
- “Service excellence is not the end goal — it is part of something bigger: organizational vitality.”
- “Leadership behavior sets the ceiling for the organization.”
- “We have to move from training for service… to building systems for service excellence.”
- “A strong employee experience enables a strong patient experience.”
- “Data should drive improvement — not overwhelm, punish, or confuse.”
- “Service excellence is not a service initiative — it is a people-plus-systems outcome.”
[FREE Webinar] A 5-Step Approach to Achieving Nursing Excellence in Rural Hospitals: Aug 11 at Noon ET
Many rural hospitals need a proven approach for creating and sustaining nursing excellence. Join Capstone for a special 1-hour webinar where we will overview our proven 5-step approach for achieving nursing care improvements that take hold and last.
Register here: https://capstoneleadership-net.zoom.us/meeting/register/gCRrqIc2QeK7mj-1gzIJsg
Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.
For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.
When you’re ready to take your culture to the next level, here are three ways I can help you:
1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.
2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
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3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at info@capstoneleadership.net and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.
