Leadership Lessons from Knee Surgery

By Scott Eblin

May 29, 2012

For readers in the United States, I hope you had a nice Memorial Day weekend. I spent mine recuperating from some minor arthroscopic knee surgery last Thursday morning. That may come across as TMI – Too Much Information. If it does, I apologize, but I actually found some great leadership lessons from surgery that I want to share with you.

Sometimes when you least expect it, you get a great customer service experience. Believe it or not, knee surgery was one of those experiences for me. Great customer service doesn’t just happen, especially in a process that requires as many people as surgery does. Delivering great customer service through a multistep process requires thoughtful leadership. They must have that in buckets at Reston Surgery Center where my procedure was done. I looked through their website so I could give a shout out to whoever is in charge but couldn’t find a management team roster.

So, to whoever’s in charge there, thank you for the great experience and the following leadership lessons:

 

What connections between leadership and outstanding customer service have you seen lately?


By Scott Eblin

May 29, 2012

http://www.govexec.com/excellence/executive-coach/2012/05/leadership-lessons-knee-surgery/55946/