If you want them to leave you saying WOW, then the YES factor needs to be put in place. Many health care organization measure patient satisfaction. Many of them also measure staff satisfaction. But, do you know what makes your staff's and patient's experience memorable? What do they remember? Learn to know the answer to this question. Doris Young, "The Nurse Doctor," can help you keep them coming back?

Knowing who your customer is and how to respond proactively while under stress is an invaluable skill. This is particularly true when developing teams for clinical success, recruitment, selection, retention, and marketing. Learn what your customers want and how to consistently give it to them.