Dear Students, Faculty, Residents, Staff, Alumni, Board Members and Friends, Good morning on yet another morning when the particulate matter in the air from Canadian wildfires is still very high. As we’ve tried to remain indoors, the campus has been busy with Summer semester in full swing. This week we welcomed about 30 Blindness and Low Vision students to campus for their in-person classes. Here are some other items of interest for you:
BIOMED STUDENT’S RESEARCH: Jacqueline Magnarelli ‘25PhD, IRB/IACUC administrator, is turning her own experience into a doctoral research project to determine the relationship between rheumatoid arthritis (RA) and depression. Currently in the preliminary stages of her doctorate research, Magnarelli has a long road ahead of her, but is embarking on a journey she is passionate and excited about. Click here to read more about her efforts.
WHERE ARE THEY NOW: Tracy Matchinski, OD, Resident ‘96, FAAO, was a fourth-year optometry student at the Illinois College of Optometry (ICO), when she had her first experience with a visually impaired patient in clinic. She realized she needed to know more about vision rehabilitation. And then, she got lucky. Click here to find out how.
JUNETEENTH CELEBRATION: Salus University is part of the Southeastern Pennsylvania Consortium for Higher Education (SEPCHE), and we have an opportunity to support one of our consortium member institutions by attending the Juneteenth Celebration at Cabrini University from noon to 4 p.m. on Monday, June 19. Please see the attached flyer for the QR Code for registration.
FINAL THOUGHTS: I have been reading with interest a very insightful book by Philadelphia Business Journal columnist Stan Silverman entitled, “Be Different” that provides a trove of expert guidance for professional differentiation and leadership development. In his recent column, Stan describes a frustrating customer service experience and a set of questions and recommendations to prompt organizational improvement. My takeaway is this: disappointing customer service experiences are ones people tend to remember, especially in how they evaluate the company offering the service.
This past weekend, I had the opposite experience with a discount tire franchise. Heading to Virginia to attend a memorial service with my wife and close friend, we were sidelined by a flat tire enroute. After several phone calls, we found a Mavis Tire store. Thirty minutes later, we were back on the road. Unfortunately, fifteen minutes later, we experienced a second flat tire, which doomed the trip. As upset as we were about missing the service, we noted the customer service we received from Mavis. After bringing my car to my local dealership at 3:30 pm that afternoon, they replaced both tires for me in record time – by 10 am the next morning I had my car back. The quality of service that people receive, good or bad, creates a lasting impression.
As the incoming Commanding Officer of the Naval Hospital in Okinawa, Japan I was confronted with a range of patient complaints about our lack of service -- from difficulty getting timely appointments to less than friendly staff treatment. We developed a “Go the Extra Mile” customer service reward program. Within months, our hospital was recognized for providing outstanding customer service by the Tricare Management Agency based on a survey of our patients and providers.
Excellent customer service remains an important aspect of excellent healthcare. Patients and clients often associate quality customer service with quality care. How we treat our patients, staffs and our colleagues -- from their initial contact with the office and staff to the interaction they have with each of us, matters. Great customer service leads to better patient, client and provider relationships, improved compliance and better outcomes.
This week marked two important milestones in military history that shaped our world today – the Battle of Midway on 4 June and the D-Day landing on 6 June. Both played pivotal roles in defeating the Japanese and Nazis in World War II. Please take a moment to reflect on those who gave their all to ensure our freedoms and ability to live the lives we do in America.
Consider how you will provide outstanding customer service to all with whom you interact. Keep in mind that the fires in Canada might still affect our air quality into the weekend, so please take appropriate precautions to remain SALUS STRONG!
-Mike
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