"I have the time." is part of our scripting too. Along with "I want to provide EXCELLENT care to you" and "Thank you for allowing me to provide EXCELLENT care to you." Love those Press Ganey scores. My hospital used to give 'bucks' out for things. We had coins worth a buck to use in the cafeteria and buck ones that you could cash in for $20 gift cards once you got 5. But times got tight... Now each patient gets a letter from the hospital foundation that states if an employee did an exceptional job for them, they may donate money to the foundation in that person's name.