Iowa Specialty Hospital

Notes from Steve

July 17, 2023

Be consistent. 

I like to tell people I love change.  “Change, change, change … I love it - it’s the only consistent in our lives … CHANGE!”.  I’m lying.  I really love consistency.  Doing the same thing over and over.  I get up at the same time, go to bed at the same time, drink coffee the same way I have all my life … I’m a total creature of habit.  “If it ain’t broke, don’t fix it”.  

There’s this story of a gal who’s baking a ham.  Someone asked her why she cut off the ends before sticking it into the oven.  She said because her mom did.  Asked the mom - she said it’s because her mom cut off the ends … asked her mom (grandma) … she said it’s because her pan wasn’t big enough.  Consistency doesn’t mean doing things for the right reasons all the time; sometimes it’s just because consistency is comfortable.

I’ve been here forever (it feels).  At orientation today - we talked about the 5/10 rule.  (“Hi” within 5 feet and acknowledge within 10 feet.)  It works.  We talked about “managing up” and about service recovery.  We talk about AIDET and about answering the phone with your name and a smile in your voice.  For the past 21 years, we’ve been doing this consistently because it works.  

We have to honest and humble with consistency.  When it works -- be consistent.  When it doesn’t … reconsider.

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