A Wink, A Nod and Some Jello

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"Make someone's day just a little bit better." What if that were No. 1 on your entire team's To Do list? Do you think it would improve customer service? Retention? Attract more business? Improve morale. Terri Langhans shares how a wink, a nod and some Jello made her family's patient satisfaction experience "exceed expectations."