Baird Consulting, Inc. is a results-oriented consulting group specializing in customer service improvement and mystery shopping for health care organizations. Baird delivers insightful observations, customized service strategies and training. Since 1991, Baird Consulting has provided health care clients with targeted solutions for customer service challenges.

With over thirty years of experience in patient care, health care marketing, business development and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. The president of Baird Consulting, Inc., Baird earned a Bachelors of Science in Nursing from the University of Wisconsin, Madison and a Masters of Science in Health Services Administration from Cardinal Stritch College in Milwaukee, Wisconsin.

Baird is the author of "Raising the Bar on Service Excellence, The Health Care Leader's Guide for Putting Passion into Practice," "Customer Service in Health care; A Grassroots Approach to Creating a Culture of Service Excellence," (Jossey Bass and American Hospital Association Publishing - 2000), and "Reclaiming the Passion; Stories That Celebrate the Essence of Nursing" (Golden Lamp Press 2005).

Baird is also the creator of Raising the Bar on Service Excellence- Step by Step - a five-part web series designed to help health care leaders to implement the 5 essential competencies for building a service-centered culture.
Baird has worked with hundreds of health care clients including hospitals, medical practices and long term care facilities to improve the customer experience.

Stacy Wagner is a seasoned project manager who leads the medical mystery shopping division for Baird Consulting. Prior to joining Baird Consulting in 2008, Stacy worked in customer service training,account management and sales for Enterprise, Geico and Remedy Staffing.

As a former mystery shopper herself, Stacy brings first-hand experience to recruiting and training mystery shoppers throughout the US.

Stacy earned a bachelors of science in English from the University of Wisconsin Whitewater.

Kevin Stranberg is a skilled strategist, trainer and facilitator. Stranberg helps our health care clients to understand the customer perspective when tackling service and culture issues. Stranberg began working in health care in 1994 as Director of Public Relations for Memorial Medical Center in Ashland, Wisconsin where he spearheaded a successful customer service initiative. He joined Baird consulting in 2004. In addition to his work with Baird Consulting, Stranberg serves as and is an adjunct instructor for Northland College, where he teaches courses on leadership and strategic planning.

Stranberg has served in leadership roles of many local, state and national boards of directors including the Wisconsin Healthcare Public Relations and Marketing Society where he served terms as President, treasurer, and district representative. Stranberg is currently serving a term on the board for the Society of Healthcare Strategy and Market Development (AHA affiliate).

Linda Pophal has more than twenty five years of experience in strategic communications management, specializing in internal/employee communications, with ten years in the health care industry as director of Corporate Communications for Luther Midelfort-Mayo Health System.

Pophal has worked with organizations to evaluate the effectiveness of internal communications. She has successfully created and implemented communication plans to achieve measurable improvements in metrics related to employee engagement.

Pophal has been a National Baldrige Examiner and has worked with health
care organizations on the development and submission of Baldrige applications, as well as the implementation of process improvements, primarily related to customer and workforce focus.

She is the author of The Essentials of Corporate Communications and PR (Harvard Business School Press, 2006), as well as many articles on strategic communication/employee relations and is a lecturer in the communication and journalism department for the University of Wisconsin-Eau Claire.

Janet Sanders is a results-driven leader with over thirty years of healthcare experience ranging from bedside nursing and critical care management to human resource director, corporate compliance and HIPAA consulting. A registered nurse, seasoned human resources professional and certified executive coach, Sanders brings a unique skill set to Baird Consulting. In her work she has helped countless health care leaders to hone the skills needed to reach a higher level of leadership.

Sanders managed a busy intensive care unit, coronary care and telemetry before becoming the Director of Human Resources for Columbia St. Mary’s in Milwaukee WI. In that capacity she oversaw HR functions for 5000 employees in a multi-facility system. Sanders was a principal consultant for Siemens Medical Solutions Health Service operation where she was responsible for the development and delivery of HIPAA consulting and education services throughout the US. She has consulted and presented at national seminars for WEDI, KFMA, AHA and the National HIPAA conference on privacy and security issues.

Sanders is a dynamic business professional who is adept at strategy development, business planning, and execution. Her experience positions her as a creative and resourceful advisor who understands how to allocate resources to align organizations with their business goals. Core competences include: HR Strategy, Business Development, Leadership/Organizational Development, Change Management, Executive Coaching, Talent Management and Retention, Compensation and Benefits, Management Succession Planning, Employee Communications.

Robin Segbers has nearly 15 years of experience helping healthcare organizations realize their brand’s full potential. She is recognized for her ability to align organizations to better deliver their brand promise.

Her pragmatic approach equips organizations with the insight and tools necessary to align their operational strategies and tactics around a single, inspiring, and attainable brand promise. Her work in identifying and creating brand-relevan,t exceptional patient experiences has been recognized in HealthLeaders’ “Healthcare Marketing News” and has helped clients significantly improve patient satisfaction scores, engage employees in internal brand-building, and build volume by creating loyal patient ambassadors.

Robin has worked with health systems throughout the U.S. ranging from small community hospitals to large academic medical centers in major metropolitan markets. She has a track record of helping health systems build market share in even highly competitive markets.

Prior to her focus on health care, Robin worked with many world-recognized brands in consumer goods industries including the J.M. Smucker Company, Phillips Medical Systems, Pfaltzgraff, Sherwin Williams, Goodyear, T.J. Marzetti, Invacare, and Ross Laboratories.

Robin served as Co-Founder and Vice President at Point to Point Healthcare in Cleveland, Ohio. Previously she was a Senior Consultant with The Strategy Group in Norfolk, Virginia. There she created and executed brand strategies for health systems nationwide and developed branded destination service lines for several health systems.

Robin holds her Master of Business Administration from Ohio State University and graduated Summa Cum Laude from Kent State University with a Bachelor of Science degree.