Reenski, good luck with that. If you worked in a franchise you were prob dealing with an industry that you could actually make things better for the complaining client. Pt's are sick, there are long waits in er's , the medical bills are high, many times there is bad news, pt's get very little sleep, procedures are painful, the pt is in pain , families are stressed , tiered and many times upset at news of their loved one, sick or waiting for bed pans, physicians and the general every day problems with an industry that is overloaded. So, a smile helps many times, most nurses use touch, smile and are kind , not because of cost service but because they care. Such things come from the heart. However, catch phrases and time spent banging your head against a wall trying to keep everyone happy in impossible situations. Take it from many nurses here, you are going to be so busy trying to get everything done (no breaks, no lunch for 12 hours day after day, night after night, holiday after holiday, families upset, dr's upset, lab upset etc etc etc) that cous service the way the administration wants it done is going to be another straw on the camels back. As a nurse you will find that you deal with almost every department in the hospital . You will most likely feel you are responsible for the entire happiness of the entire facility. I'm glad you have a positive attitude, write back in 5 years when you've experienced it. Good luck, your going to need it.