Hardwiring Hospitality into Healthcare Module Four: Getting to YES! in a Culture of No

Getting to YES! in a Culture of No focuses on service recovery as a powerful trust accelerator. When trust is tested, the way leaders and teams respond often matters more than the resolution itself. This session reframes service recovery as an everyday leadership behavior, not a one-time fix or standalone program.

Participants will engage with the Solving for YES framework, a practical approach that shifts responses from defensiveness to empathy, excuses to ownership, and silos to shared accountability. Rather than sitting on a shelf, this work becomes an embedded, evolving part of your culture.

Through this process, leaders will begin building Radiology-specific “If-Then” Always Plays®—clear, values-driven responses that guide teams in real moments of challenge and continuously reinforce trust, alignment, and accountability.

Speaker: Jake Poore, President & Chief Experience Officer, Integrated Loyalty Systems

Learning Objectives

1. Apply the Solving for YES framework to transform service recovery moments into opportunities to build trust.
2. Shift team behaviors from reactive and siloed to proactive, empathetic, and accountable.
3. Develop “If-Then” Always Plays® that reinforce consistent, values-based responses across the department.