"Read this book for an action-oriented approach..." (The Healthcare Collaborator, August 2001)

"A wonderful guide that every manager can use. Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction."
—Stephanie G. Sherman, author, Total Customer Satisfaction

"Combines the inspiration of 'why to focus' on customer services with the real-life 'how-tos'. An excellent road map for health care leaders that provides direction and milestones in the journey toward a great customer service!"
—Quint Studer, president, Baptist Hospital, Inc., of Pensacola, FL

"The challenge of creating a thoroughly customer-orientated culture in a health care organization is so more fundamental than sAnding a few people off to the 'Disneyfied'.... The challenge, however, can be met—as this book demonstrates—if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filled with examples, techniques, and tips, the author comes from and speaks to the real world."
—Terrence J. Rynne, president, Rynne Marketing Group, author of Healthcare Marketing in Transition