When your Job is to hang around people who create amazing experiences each day, your own life truly becomes extraordinary. Joe Michelli has spent a lifetime decoding the secrets of The Ritz Carlton, Starbucks, UCLA Health System and Zappos, just to name a few. As I flip through any of Joe’s books, it’s clear that there are very specific strategies and tactics that enable the shift from service to experience; but it all starts with committed leadership.
Joe’s latest book, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience From UCLA Health System, gives us a glimpse of what’s possible in healthcare. I was drawn to this book after a less than an impressive experience in the ER of a prominent San Diego Hospital. Having spent 6 hours there on evening, I left believing that the word ‘Care’ was not on the staff’s radar that evening. In a place where an emotional connection is essential; there was nothing personal.