 Brilliance Institute
A few case studies from current and past clients: From great to brilliant Island One Resorts owns and manages several resort properties across Florida. A company in the hospitality and tourism industry is pretty much defined by one word--service. The Brilliance Institute analyzed Island One’s core values and created a leadership and customer service program to energize and reinforce them. The program was rolled out over a two year period until all 1,000 of Island One’s associates had undergone training that promoted a new culture of customer service throughout the company. Shortly after, one of Island One’s divisions was selected #1 for Customer Service by Expedia.com Healthier customer service HealthCentral Hospital in Ocoee, Florida engaged the Brilliance Institute to develop a foundational course for the hospital’s Health Central University. The purpose of the course was to improve the patient experience at Health Central. Simon a By focusing on the idea of exceeding customer expectations at every point of staff/patient interaction, and turning this idea into reality through the application of high touch techniques, Simon and the team were able to turn customer service into a consistent attitude running throughout the hospital’s many departments. The difference was so remarkable that Health Central improved its Press-Ganey scores by 30%. (Press-Ganey is the benchmark evaluation standard for the healthcare industry.) Consequently HealthCentral became a potential acquisition candidate by a larger hospital system. Putting on the Ritz Southern Healthcare Management asked the Brilliance Institute to create a “train-the-trainers” program for their 17 assisted living facilities. Their goal was simple; to give each facility the desire and know-how to become the “Ritz Carlton™” of assisted living in their respective markets. The Brilliance Institute collaborated on developing a simple set of tools that allowed the trainers to convince the employees of the advantages to implementing a superior level of service. Southern Healthcare Management’s internal metrics confirm they are on the way to not only reaching, but exceeding their objective. Next steps in engaging with the Brilliance Institute For individuals
For Businesses  |
 Raving Fans
  |
Simon founded the Brilliance Institute at the behest of clients who admired his 
Deb Linden, CEO of Island One, challenged The Brilliance Institute to take the company’s customer service from “great to brilliant”. 
nd the institute’s team of facilitators implemented the program in stages, over a three year period. All 1500 HealthCentral employees, including management, took part.