Your employees are an essential force in making the mission-service connection.

When I ask groups of health care workers, “Who is responsible for customer service?” I really expect everyone from the CEO to the newest housekeeper to raise their hands. While “customer service” needs to be part of everyone’s job description, it is important to define what each person’s role looks like from the perspective of rank and title.

I was recently talking with a colleague about how I HATED having to purchase yellow page advertising when I worked in a busy marketing department. Yellow Page advertising was one of my most dreaded jobs and yet so important to keeping the organization visible and accessible by phone.