Customer Service Training – How to Banish
the Energy Vampires from Your Staff!

Energy Vampire Segment

Two questions for you: Do you spend most of your time helping your top talent deliver the best patient care possible? Or do you spend most of your time dealing with the energy vampires in your organization; those people who can literally suck the life out of your practice, clinic or hospital. If you think that these problem employees just affect you or aren’t a financial drain on your organization, think again. An employee who leaves because of one of these energy drainers can cost as much as 150% or there annual salary to replace. This figure does not include the intellectual capital and positive relationships with patients and staff that walk out the door when they leave either. If those energy vampires cause poor service levels to patients or patient family members the numbers and the impact are indeed staggering. Find out how much each unhappy patient can cost your organization, prepare to be shocked.

 
Difficult employees are like vampires, they can suck the life out of co-workers and your organization and yet when it comes to looking in the mirror, they never see themselves as part of the problem.

I have a couple of questions for you… Do you spend most of your time helping your top talent deliver the best care possible to your patients or do you spend most of your time and energy negotiating people problems cause by a few of your low-performing, energy vampires?

And if you think that all that frustration just causes you heart burn; think again.

Employee turnover costs at least 150% of a positions annual salary. Healthcare industry research shows that for every 100 people that experience deficient service 70 will never return to the same practice again

Of those same unhappy patients 75% will tell, on average, nine other family members or friends of their bad experience resulting in over 470 potential patients receiving negative word of mouth about your practice or hospital.

Across different industries, reducing customer defections by only 5% can boost profits by 30-85% over the average customer life.

If you want practical and proven ways to deal with some of your most difficult people challenges call me, Tim Durkin, and let’s talk. I have a variety of solutions in a variety of formats that can help

But first, you have to call me at 972-523-5151.

Tim Durkin is an expert in healthcare leadership training.