Marcy Long heads a diagnostic lab that performs a wide variety of blood tests in a large city. Ms. Long services physicians and major insurance plans. While Long is generally satisfied with the performance of her employees, there have been some complaints. Because of the nature of some requests from physicians, there has been some confusion and failure to comply with requests in the manner the physicians would like. While her staff has very high standards, they may not be as flexible and responsive as they could be. She has emphasized that change is necessary but some of the complaints continue.

How can she get her staff to be flexible and responsive to the special requests and needs of physicians and their patients?