MGH employees watch customer service video—for $250

The Boston Globe, February 26, 2013

Massachusetts General Hospital wanted its 22,000 employees to watch an 11-minute video teaching the basics of customer service. But executives felt it would send a strange message to make niceness training mandatory—and then penalize staff for not participating. So instead, they offered employees a $250 bonus to view the video, an approach common in other industries and that proved to be an overwhelming success for the hospital.


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