Are You A Problem Solver Or Just A Problem?

Accountability counts. 

One of the most important lessons that every leader needs to remember is that your number one activity is to solve problems. These will come in all different variations. You will need to repeatedly communicate your message in case people have a problem remembering it. You’ll need to remove obstacles that are preventing your people from carrying out your vision. You’ll need to address issues with your staff to prevent dissension and apathy from creeping into your ranks.

I once had a problem with a hall monitor at the Lancaster Rehabilitation Hospital in Lancaster, PA. It seems that there was a power-play going on and the hall monitor/bathroom attendant was insisting that I wear a mask in my wife’s private bedroom. I explained that the room was private and that she hadn’t been invited in to harass me. I know that sometimes power goes to people’s heads and so I said I would like to talk to the CEO Amy Teal — whose name I had seen in the hospital’s brochure. I thought for sure, anyone who had risen to the level of CEO would be a master problem solver.

The hall monitor got the CEO on the phone for me. I attempted to look for a solution with her but instead, I discovered that she was a source of the problem. She was also more interested in exercising her power and policy then in hearing me. Even though I read to her a quote from the CDC stating that I was not required to wear a mask, she decided to put her foot down and enforce her authority. Fearing that if I blatantly disregarded her rules, she might retaliate against my wife who was stuck there for another four weeks, I decided to go along with her demands — with one stipulation. 

I explained to the CEO Teal that I teach people about leadership and customer service for a living. I am always looking for good examples of poor leadership and poor customer service to serve as some of the “before stories” in my seminars, books, and blogs. Ms. Teal seemed undeterred and said that I should just do whatever I feel I need to do. I don’t believe she understood the magnitude of her decision, but I did. Remember that we all must be accountable to someone and that our actions have consequences.



“Life isn’t about living without problems. Life is about solving problems.” – Tom Krause