To me, one
of the most beautiful things on Earth is seeing an organization that truly
“gets it”. Specifically, I’m referring to those businesses that clearly see the
link between senior leadership vision, employee engagement and strong customer
service. Baylor Medical Center at McKinney(BMCM) is the
embodiment of all those qualities.
President, Scott, is regularly seen interacting with staff throughout the
hospital and knows everyone’s name. Keep in mind that this hospital has over
500 employees. Then, the CNO/COO, Melissa, has a strong, yet nurturing
relationship with everyone as well. John Maxwell wrote, “People buy into the
leader, before they buy into the leadership.” I have a feeling that Scott and
Melissa can ask anyone to do just about anything, and it will get done, not
through intimidation, but through mutual respect.
BMCM has a
set of Non-Negotiables, which essentially outline how the entire team should
consistently act. Many companies draft a set of standards, but never do
anything with them. BMCM uses the non-negotiables in their hiring process,
shift meetings, and training classes. They even have a non-negotiable of the
month, where one non-negotiable is posted in strategic areas throughout the
building. Basically, the non-negotiables are inescapable. You can’t hide
from them, even if you tried.
here’s how serious they are about the non-negotiables. Before applicants comes
in for an interview, they are sent an email that contains the non-negotiables.
The intent is for the applicants to diligently review them before coming in for the interview. If they haven’t done so, the
recruiters do not proceed with administering the interview. That process speaks
volumes about BMCM’s commitment to excellence.
is a Chinese proverb that reads, “To know and not do, is to not know”. Baylor
Medical Center at McKinney knows it, does it, and will continue to be
mega-successful because of it.
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