“I would have preferred that the course be longer”

“You’re writing the story of your customer service every single day”, I tell my course participants. To illustrate, I take them through an exercise where I ask them to identify the cover of their book (that’s what marketing promises) and then ask them to break their story down into more manageable chunks. The analogy is highly adaptable and really seems to to stick in people’s brains, as this private practice manager found:

I found that breaking down the jobs’ tasks into ‘chapters’ and ‘paragraphs’ was very useful.  Unfortunately, we ran out of time to consolidate the job breakdown into ‘Standards’ but this was partly due to the disparate nature of the private clinic structure.  We are going to cover this aspect in a follow-up session to be arranged.

I would have preferred that the course be longer, but to spend less time on the abstract motivational aspects.  I would completely cut out the categorising patients bit (although I do know that some of my colleagues said they benefited a lot from this section). Nevertheless, I found the sessions energising, invigorating and highly useful.  Rod Solar was friendly, approachable, slightly wide-eyed and enthusiastic.

Private Practice Manager, London