This guest blog is an excerpt from Kevin Sheridan’s New York Times Best Seller “Building a Magnetic Culture”. Kevin is a best-selling author and innovator in the field of Employee Engagement.
RECOGNIZING TALENT – MISS BETTY’S STORY
She is more than just a greeter to patients and guests at Ochsner Health System in New Orleans, Louisiana; she is Miss Betty, an always smiling, forever cheerful, burst of positivity and enthusiasm. The Louisiana hospital group first recognized Miss Betty’s positive attitude and ability to connect with patients and their families when she started working as a housekeeper 30 years ago. She was in that position for many years, but Senior Leaders thought her people skills could be better utilized. They speculated Miss Betty could make a far greater impact on patients and guests as a greeter than as a housekeeper. In 2010, they proposed a switch in her role. Miss Betty was absolutely delighted by the idea, especially since her favorite part about working for Ochsner is interacting with people.