“We’ve all got both light and dark inside us. What matters is the part we choose to act on. That’s who we really are.” – Sirius Black, Harry Potter

On my best days, I like thinking of myself as the ultimate good guy. I like to believe that when a hero is needed, it’ll turn out to be me. When a job needs to get done people will turn to me. If someone needs comforting… well, you get the picture.

Trick or Treat
Brave Heart via Compfight

On days when I’m not so strong… luckily, I’m still a pretty good guy. However, there are times when I hear of something bad that’s happened and the evil me comes out. Actually, the evil in me gets stirred and thinks about coming out, but I suppress it for the most part. Sometimes it’s not all that evil; it’s just an opinion I have that might shock someone who thought they knew a different me; they should know better. 🙂
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One of the things about being an independent consultant is that I get to work with a lot of different entities. That also means I get to see what leadership is like in many places; unfortunately, it’s often not all that great.

Casting A Long Shadow
Durotriges via Compfight

Whenever I’ve been brought into a place where I’m going to be an interim leader, I try to make sure everyone knows who I am and what I do. I don’t just mean the people who will be reporting to me, because if they don’t know who I am then I’ve already lost. I mean everyone; housekeeping, IT, maintenance… the other direction as well, CFO, senior VPs, up to the top position.
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I was talking to another health care consultant about a physician’s group he’d done a review for. The physicians were really busy, but the group wasn’t making the kind of money it should have been making.

Luca Rossato
via Compfight

What he discovered was one of the physician’s wasn’t showing any revenue for inpatient rounds, whereas the others had significant revenue. When he started asking questions, he learned this particular physician, for whatever reason, had stopped giving his activity slips to the office manager almost a year earlier, saying he was too busy to be bothered with it.
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one morning years ago, I was at a board meeting for one of the groups I’s still a member of. I mentioned that I noticed at a local business show there were a high number of very attractive women “manning” the booths. Over the past years I’ve noticed that’s a trend at theme shows, but it was a new thing at networking events in the Syracuse area at the time.

by Andre Melcuer via Nappy

I commented that I was surprised I’d noticed because I’m usually paying attention to something else. At that point, one of the other board members, the only black woman in the group (ever) who are also on the board “outed” me by saying that, like her, I probably always count how many black people are in the room when I go to an event and, because I count that, I probably count many other things, also like she does.
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All of us have had to deal with customer service representatives of one kind or another. Whether it’s on the phone or in person, every once in a while it’s a horrible experience.

by PhotoMIX-Company
via Pixabay

My theory on this is that in many instances customer service representatives aren’t taught as much as “technical” expertise as many of us would like them to be. Many of them know more about selling and upgrading services than knowing how to help someone. Personally, I think it’s getting better, but every once in a while I still get someone who’s not listening to what I’m trying to tell them… if I get to talk to someone, since many companies are using technology to answer questions we’re not asking.
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