The more powerful you are, the more your words impact other people - and the more responsibility you have to ensure your actions and words build trust. If you don’t, you will ruin yourself, you will harm others, and your organization will never achieve all that is possible.
Fear and blame are the ultimate culture killers. When fear and blame creep into the company culture, the organization’s performance suffers. Fear slows organizations down, causes hesitation, drives stress, and keeps individuals from reaching their potential. Fear and blame leads to dissatisfaction and employees become disengaged.
We must acknowledge that our one-on-one human interactions are at the heart of the consumer’s health care experience. That includes our customer service lines, front desk teams, care management support, scheduling, and practitioner interaction. All of our “improvements” must support and enhance those interactions.
Scott and I go together like "peanut butter and chocolate" - or that was at least what our team thought. Scott is the chocolate - I'm the peanut butter. Together, we shared a magical moment, and I left the stage feeling gratitude. The audience was the real teacher. And all the learning of the day was wrapped inside their stories.
Leading would be much easer if we could say all the right things all the time. But we’re all just human. So while words do matter - what we do and how we act matters far more. Those around us watch our feet more than our lips.
While legacy health plans wring their hands, a new entrant has emerged - the Health SolutionsCompany. Far more agile than legacy insurers, these new organizations are hyper-focused on reducing overall costs for the employer and providing a high-value experience for the employee.
To truly be champions of the freedom of people - the true pursuit of life, liberty and happiness - we must be concerned with every miscarriage of justice, every unreasonable limitation of liberty, every arbitrary act of court or state house or capital.
All I have to offer is my voice, my hands and my actions. And regardless of what Washington does (or doesn't do) I will continue to advocate for those who do not have the strength, the health, nor the resources to advocate for themselves.
The journey from founder to Chief Executive is akin to crossing the ocean in a row-boat. It's a difficult journey that few founders survive. And, if you think about it carefully, there's logic to the reasons why.
So why do leaders known for integrity and leadership engage in unethical activities? Why would they risk great careers and unblemished reputations? Do they think they won't get caught or believe their elevated status puts them above the law?
When building a company - It’s not just the climb, it’s the grind. It’s the getting up while other people are sleeping. It’s the walking by your TV and not letting it suck you in. It’s sucker punching Monday morning and starting your day before your fear can find you.
Leadership begins within the individual, as a process of relating to the world. But if we are to lead with purpose, to impact others positively, we must understand, build and rebuild the connections that link us to others - the making of "we."
Law of Disruption: People change incrementally - technology changes exponentially. Disruptive innovation brings new technologies to market, new business models, and offers customers new options. When technology outpaces skills, workers are displaced.
And should you get lucky - and find yourself in a place of grace and abundance - consider holding the door open for someone else. You'll find it's the greatest gift you can give - the gift of opportunity.