On my first day at Voalte, I was handed a copy of If Disney Ran Your Hospital, by Fred Lee. This is mandatory reading for every Voalte employee and guides our service philosophy. Service is about culture and ownership. It is understanding those who use your product, and what it means to really respect and listen to them.
At Voalte, we use four words to describe our end-user experience – safe, reliable, easy and fun! That is truly what we want caregivers to have in their hands. Our AMAZING Services team responds to user needs 24/7, both onsite and remotely, from the land where “pink pants” must be earned through hard work and exceptional service.
Disney is known for its exceptional ability to make dreams come true for visitors, young and old, from all over the world. They understand the “powerful connection between inspired leaders, motivated employees and satisfied customers that drives financial results and repeat business.”
Lee Cockerell, a featured general session speaker at the 2013 ANCC National Magnet Conference® and a retired Disney executive, will be sharing his 10 common sense leadership strategies and signing his new book, The Customer Rules. In the introduction to the book, Lee points out that besides the components of a strong product, each company “needs to truly connect with its customers through authentic, human-to-human interactions that satisfy not their practical needs but their emotional wants” (p. xiii). With the work I did during my dissertation on authentic leadership, I can’t wait to hear Lee speak and I have already ordered my copy of the new book. You might see me, in my pink pants, standing in line for an autograph. Let’s see if he can measure up to Magnet Magic!
Have you read any of Lee Cockerell’s work? Has it made a difference in your facility?