Regina's Blog

Leading Others During Turbulence

by Regina Clark - on Wednesday, November 30, 2016
Leading Others During Turbulence

  

Read More...


Keep Your Customers Coming Back

by Regina Clark - on Thursday, August 18, 2016
Keep Your Customers Coming Back

Plenty of business owners and employees are focused on keeping their customers happy and going the extra mile for their customers. Here are a few examples of great customer experiences.
 

Read More...


Hiring Customer Experience Superstars

by Regina Clark - on Tuesday, July 05, 2016
Hiring Customer Experience Superstars

Everyone is collecting data today and trying to figure out ways to improve the customer experience. There is even a Customer Experience Professional Association which offers a certification program for individuals who want to be certified as customer experience professionals.  

Read More...


Black Diamond Speaking

by Regina Clark - on Thursday, April 07, 2016
Black Diamond Speaking

A black diamond indicates an expert slope in skiing. For years, I have avoided skiing down black diamond slopes even though my family members would go ahead without me. Just the thought of the slope scared the heck out of me. I didn’t have the courage, the nerve, or the skills to attempt skiing down a black diamond until last week when my youngest son cheered me on, “go ahead mom, you can do it!” The experience was monumental for me. For years, I had imagined an impossible task when in reality the task was very doable. After my skiing breakthrough, it occurred to me that there are many parallels between speaking to an audience and skiing down a black diamond. Many of the executives who I work with fear public speaking. They actually panic before getting in front of an audience. According to popular polls, public speaking is the number one fear, death is number two. Who knows, maybe skiing down a black diamond is also on the list.

Here are a few suggestions that will help you overcome your fear and become an expert.

  • First of all, you have to be willing to move out of your comfort zone. All of us have comfort zones; there are things we do that are comfortable for us. Comfortable meaning that we don’t stress about these things, get anxious, or lose sleep. It takes courage to move out of your comfort zone. John Wayne once said, “courage is being scared to death but saddling up anyway.” Many executives don’t have a choice when it comes to public speaking; it is a requirement of the job. The good part about moving out of your comfort zone is that you learn something new.
  • Develop skills. Before attempting to ski down a black diamond, a skier must learn how to turn and stop. The more the skier practices, the more skilled he will become. It’s the same with becoming a skilled speaker. At a minimum, a speaker should learn how to use visual language (facial expressions, hand gestures, movement) and verbal language (sounds and tones) to engage an audience. It also helps when the speaker has great content. A good coach can help with advanced speaking skills like crafting relevant stories and interacting with the audience.
  • Practice, practice, practice. There is an old saying that proper practice prevents poor performance. The more you practice and get constructive feedback, the better you will be. Every ski resort that I know of offers lessons for every type of skier from beginner to expert. Trained coaches know how to deliver relevant feedback to move their students to the next level. If you ski or speak once a year, you probably won’t develop expert skills. If you consistently ski down more challenging slopes or speak to larger audiences, you will develop expertise!
  • Prepare for disruptions. No matter how much you prepare, there is always something that can go wrong. When you ski, it could be crowded, icy, or below zero. Every day is different just like every audience is different. Years ago a very loud fire alarm went off during my keynote speech to Con Edison in NYC. I stopped talking immediately and waited for instructions from the event planner. She told me that we didn’t have to evacuate the building. As soon as the alarm stopped, we took a short break. After the break, I was able to get the audience focused again.
  • Plan your course. Every good speech has a beginning, middle and an end. Commit to where you are going and go that way. Stay within your timeframe.
  • Create smooth transitions, be predictable. Make sure that your content makes sense and that you share relevant stories and examples.
  • Learn to recover quickly. It doesn’t matter if you fall or make a mistake, what matters is how you recover. Great speakers use self deprecating humor or other techniques and move on. Great skiers get up and learn from their mistakes.
  • Invest in quality equipment. I have fallen many times on ski slopes and thank God my helmet has protected my head! Investing in a helmet is smart.I have also invested in other equipment. I use my own projector, laptop and clicker when speaking to an audience. I prefer to use my equipment because I know how it works. When I can’t use my equipment, I arrive early and rehearse. Running through a sound check and playing videos ahead of time is critical.
  • Do your best and don’t apologize. You may not be the best skier or the best speaker but you are trying. Give yourself credit for trying to develop new skills. Eventually, you will become an expert. Expert performance doesn’t happen overnight, it happens after years of focused practice. You are on your way.
  • Have fun. At the end of the day, ask yourself, did I have fun? If the answer is no, perhaps you should be doing something else. If the answer is hell yeah! You might be wondering what took you so long.
 

Read More...


Improving the Patient Experience

by Regina Clark - on Tuesday, November 10, 2015
Improving the Patient Experience

Today’s healthcare environment is challenging. Physicians in private practice are being eaten up by larger medical groups and waiting over an hour to see a physician is becoming the norm instead of the exception.Many healthcare providers have become accountable care organizations (ACO). An ACO is a healthcare organization characterized by a payment and care delivery model that seeks to tie provider reimbursements to quality metrics and reductions in the total cost of care for an assigned population of patients. One quality metric that everyone is talking about is patient satisfaction. Patient satisfaction is a measure which is arrived at when data is collected. The patient experience is much more personal.  

Read More...


The CARE Approach for Healthcare

by Regina Clark - on Tuesday, June 03, 2014
The CARE Approach for Healthcare

Healthcare is a business and today’s patients have choices when it comes to deciding which doctors, which facilities and which treatments to follow. So how can physicians, nurses and other health care professionals create WOW experiences for their customers who are often patients? In order to WOW healthcare patients and their family members, healthcare providers must follow the CARE approach. 

Read More...


WOW Your Customers with EQ

by Regina Clark - on Thursday, May 08, 2014
WOW Your Customers with EQ

In 1995, Daniel Goleman wrote a book titled Emotional Intelligence. The term fascinated me. I was so curious to find out about Emotional Intelligence.
In his book, Goleman describes Emotional Intelligence (EI) as having five parts: 

Read More...


Creating a WOW for Your Customers!

by Regina Clark - on Tuesday, February 25, 2014
Creating a WOW for Your Customers!

Today’s customers have high expectations. It doesn’t matter what industry we are talking about. It could be a retail customer who purchases a product, a manufacturing customer who places an order, a healthcare customer who shops around for the best physician, an online customer who is making travel reservations or an internal customer who relies on his/her team members to complete a work project.  

Read More...


The Employee Engagement Puzzle

by Regina Clark - on Friday, June 07, 2013
The Employee Engagement Puzzle

A few weeks ago, many hospitals and healthcare organizations throughout the Unites States celebrated Nurses week followed by Hospital week. Healthcare organizations held lunches, hosted parties, gave away free stuff, and took out advertisements in the newspaper to thank their employees for their hard work and dedication. Some of you who are reading this blog post participated in some of these activities. What the leaders of these healthcare organizations failed to realize is that employee engagement is not something that can be taken care of during one week; employees want to be appreciated and engaged all year long.  

Read More...


Emotional Intelligence & DISC

by Regina Clark - on Friday, May 10, 2013
Emotional Intelligence & DISC

For those of you that know about Emotional Intelligence (EI), you know that self awareness is critical to being an effective leader. We need to understand our own style and behaviors before we can influence others. Emotional Intelligence is broken down into five parts: 

Read More...