Creating a Culture That Changes Lives with Mark Faulkner

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generation starting with your family. generation starting with your family. Observations and answers. That's what we Observations and answers. That's what we Observations and answers. That's what we do here on the Professional Noticer. And do here on the Professional Noticer. And do here on the Professional Noticer. And as you know, we love it when somebody as you know, we love it when somebody as you know, we love it when somebody comes to the table with both. I have a comes to the table with both. I have a comes to the table with both. I have a unique opportunity today. I've been unique opportunity today. I've been unique opportunity today. I've been This guy has been on my wish list for This guy has been on my wish list for This guy has been on my wish list for this podcast for a long time. Um this podcast for a long time. Um this podcast for a long time. Um Really, for as long as I've known him, Really, for as long as I've known him, Really, for as long as I've known him, uh our guest today is the president and uh our guest today is the president and uh our guest today is the president and CEO of Baptist Health Care. This is a uh CEO of Baptist Health Care. This is a uh CEO of Baptist Health Care. This is a uh uh uh uh three-hospital integrated healthcare three-hospital integrated healthcare three-hospital integrated healthcare system that's located in Northwest system that's located in Northwest system that's located in Northwest Florida. And Florida. And Florida. And this is a this is a this is a a massive facility. Almost 5,000 people a massive facility. Almost 5,000 people a massive facility. Almost 5,000 people work in there. And so work in there. And so work in there. And so our guest is the is the big dog. He's our guest is the is the big dog. He's our guest is the is the big dog. He's the He's the head of all of it. This the He's the head of all of it. This the He's the head of all of it. This organization has been in existence for organization has been in existence for organization has been in existence for 74 years, and our guest today 74 years, and our guest today 74 years, and our guest today is only the fourth president and CEO is only the fourth president and CEO is only the fourth president and CEO in the organization's history. Please in the organization's history. Please in the organization's history. Please welcome Mark Faulkner.

welcome Mark Faulkner. welcome Mark Faulkner. >> Well, hello, Andy. Good to see you. >> Well, hello, Andy. Good to see you. >> Well, hello, Andy. Good to see you. >> How are you doing? >> How are you doing? >> How are you doing? >> I'm doing great. How are you today? >> I'm doing great. How are you today? >> I'm doing great. How are you today? >> I am I'm great. I'm [clears throat] >> I am I'm great. I'm [clears throat] >> I am I'm great. I'm [clears throat] great. And I'm assuming Olympia and great. And I'm assuming Olympia and great. And I'm assuming Olympia and everybody's doing good. everybody's doing good. everybody's doing good. >> They're doing great. I We're in a good >> They're doing great. I We're in a good >> They're doing great. I We're in a good place here. Our son's about to get place here. Our son's about to get place here. Our son's about to get married. We're We're expectant married. We're We're expectant married. We're We're expectant grandparents with my daughter and her grandparents with my daughter and her grandparents with my daughter and her husband. And so, we're in a good place. husband. And so, we're in a good place. husband. And so, we're in a good place. We really are. We really are. We really are. >> That is awesome. That is I appreciate >> That is awesome. That is I appreciate >> That is awesome. That is I appreciate you taking the time to come over today. you taking the time to come over today. you taking the time to come over today. You know, You know, You know, you are you are you are a unique person in my orbit. a unique person in my orbit. a unique person in my orbit. Um Um Um Uh let me let me Uh let me let me Uh let me let me let me rephrase that. You're a unique let me rephrase that. You're a unique let me rephrase that. You're a unique person for my orbit. You know, we all person for my orbit. You know, we all person for my orbit. You know, we all carry an orbit around. We all We're carry an orbit around. We all We're carry an orbit around. We all We're We're all walking around, and we're We're all walking around, and we're We're all walking around, and we're thinking about things, and and thinking about things, and and thinking about things, and and I haven't known you long enough for you I haven't known you long enough for you I haven't known you long enough for you to take up as as much space in my mind to take up as as much space in my mind to take up as as much space in my mind as you take up. I mean, what have we as you take up. I mean, what have we as you take up. I mean, what have we known each other? 4 or 5 years? known each other? 4 or 5 years? known each other? 4 or 5 years? >> At the most, yeah. At the most. >> At the most, yeah. At the most. >> At the most, yeah. At the most. >> And I told somebody the other day, >> And I told somebody the other day, >> And I told somebody the other day, and I said, "Hey, can you list your and I said, "Hey, can you list your and I said, "Hey, can you list your seven or eight the most seven or eight seven or eight the most seven or eight seven or eight the most seven or eight most influential people most influential people most influential people in your life, the seven or eight people in your life, the seven or eight people in your life, the seven or eight people that you would go to with an issue that that you would go to with an issue that that you would go to with an issue that you know, that you depend on, that you you know, that you depend on, that you you know, that you depend on, that you think about? They're a kind of hunting think about? They're a kind of hunting think about? They're a kind of hunting fishing person and a a person and a life fishing person and a a person and a life fishing person and a a person and a life person, now I mean, do you have seven or person, now I mean, do you have seven or person, now I mean, do you have seven or eight? And I listed seven and one of eight? And I listed seven and one of eight? And I listed seven and one of them were was you. And so I was like, them were was you. And so I was like, them were was you. And so I was like, "Wow."

"Wow." "Wow." And I told Polly, I said, "Mark has a And I told Polly, I said, "Mark has a And I told Polly, I said, "Mark has a really really really unusual place unusual place unusual place within the orbit that I carry around. within the orbit that I carry around. within the orbit that I carry around. Because most of the other guys I've Because most of the other guys I've Because most of the other guys I've known for like 20 years." known for like 20 years." known for like 20 years." >> Well, I'm I'm honored that you feel that >> Well, I'm I'm honored that you feel that >> Well, I'm I'm honored that you feel that way. I'm humbled by that because I feel way. I'm humbled by that because I feel way. I'm humbled by that because I feel the same way. You've been in my orbit the same way. You've been in my orbit the same way. You've been in my orbit for much longer because I've read I've for much longer because I've read I've for much longer because I've read I've been reading your books and I've been been reading your books and I've been been reading your books and I've been listening to you and knowing about you listening to you and knowing about you listening to you and knowing about you but not knowing you. And so I you were but not knowing you. And so I you were but not knowing you. And so I you were in my headspace long before that. That's in my headspace long before that. That's in my headspace long before that. That's why I actually sought you out when I why I actually sought you out when I why I actually sought you out when I finally got to meet you a few years finally got to meet you a few years finally got to meet you a few years back. back. back. >> Well, and it was funny because we it was >> Well, and it was funny because we it was >> Well, and it was funny because we it was at a Florida Power & Light event. at a Florida Power & Light event. at a Florida Power & Light event. >> That's right. >> That's right. >> That's right. >> And I was the speaker. And um >> And I was the speaker. And um >> And I was the speaker. And um And we we talked afterwards and And we we talked afterwards and And we we talked afterwards and exchanged phone numbers and exchanged phone numbers and exchanged phone numbers and we've been like texting and calling and we've been like texting and calling and we've been like texting and calling and having dinner and lunch and all ever having dinner and lunch and all ever having dinner and lunch and all ever since. And our wives are I think our since. And our wives are I think our since. And our wives are I think our wives like each other better than wives like each other better than wives like each other better than certainly better than you like me. certainly better than you like me. certainly better than you like me. >> [laughter] >> [laughter] >> [laughter] >> And so I but I'm >> And so I but I'm >> And so I but I'm I have been become fascinated I have been become fascinated I have been become fascinated by the times that I've gone over to by the times that I've gone over to by the times that I've gone over to the hospital.

the hospital. the hospital. And and I've had the opportunity to go And and I've had the opportunity to go And and I've had the opportunity to go over for several like testing things and over for several like testing things and over for several like testing things and for for for um a couple of procedures. And then, you um a couple of procedures. And then, you um a couple of procedures. And then, you know, we had have had Polly's health know, we had have had Polly's health know, we had have had Polly's health issues and then issues and then issues and then in and so to in and so to in and so to to have experienced to have experienced to have experienced the daily people the daily people the daily people that are your employees, that are your employees, that are your employees, I am I am I am I am stunned. It It It automatically I am stunned. It It It automatically I am stunned. It It It automatically elevates you in my mind to one of the elevates you in my mind to one of the elevates you in my mind to one of the top three CEOs that I've ever been top three CEOs that I've ever been top three CEOs that I've ever been around. And and part of that is based on around. And and part of that is based on around. And and part of that is based on my interaction with you, hearing you my interaction with you, hearing you my interaction with you, hearing you hearing how you talk, how you believe, hearing how you talk, how you believe, hearing how you talk, how you believe, how you think. how you think. how you think. Part of that is based on walking around Part of that is based on walking around Part of that is based on walking around in the hospital with you in the hospital with you in the hospital with you and seeing how these people react to you and seeing how these people react to you and seeing how these people react to you and seeing how you react to them. And and seeing how you react to them. And and seeing how you react to them. And then a third part of it is then a third part of it is then a third part of it is me walking around these facilities by me walking around these facilities by me walking around these facilities by myself or with my wife.

myself or with my wife. myself or with my wife. And And And so you're automatically top three, dude. so you're automatically top three, dude. so you're automatically top three, dude. Your culture is through the roof. Your culture is through the roof. Your culture is through the roof. I even went over one time I even went over one time I even went over one time and got to watch and got to watch and got to watch How often do y'all do orientation? How often do y'all do orientation? How often do y'all do orientation? That's a pretty big organization. That's a pretty big organization. That's a pretty big organization. >> Yeah, new employee orientation is every >> Yeah, new employee orientation is every >> Yeah, new employee orientation is every 2 weeks and it's anywhere from 50 to 100 2 weeks and it's anywhere from 50 to 100 2 weeks and it's anywhere from 50 to 100 new employees every 2 weeks. And we have new employees every 2 weeks. And we have new employees every 2 weeks. And we have a conversation and I'm the first person a conversation and I'm the first person a conversation and I'm the first person on the agenda. And we talk about culture on the agenda. And we talk about culture on the agenda. And we talk about culture and we talk about expectations and we talk about expectations and we talk about expectations starting with what they should expect starting with what they should expect starting with what they should expect out of me out of me out of me and what we all expect out of each and what we all expect out of each and what we all expect out of each other. other. other. >> What should they expect out of you? >> What should they expect out of you? >> What should they expect out of you? >> They should expect >> They should expect >> They should expect >> when you when you have brand new you got >> when you when you have brand new you got >> when you when you have brand new you got 40 or 50 brand new people or every 2 40 or 50 brand new people or every 2 40 or 50 brand new people or every 2 weeks. So weeks. So weeks. So here's somebody in their first here's somebody in their first here's somebody in their first orientation. They've accepted the job. orientation. They've accepted the job. orientation. They've accepted the job. And they're so And they're so And they're so I would imagine they're probably I would imagine they're probably I would imagine they're probably surprised to be able to expect anything surprised to be able to expect anything surprised to be able to expect anything out of the CEO. What are you telling out of the CEO. What are you telling out of the CEO. What are you telling them they should expect from you?

them they should expect from you? them they should expect from you? >> That we're all on the same team, we're >> That we're all on the same team, we're >> That we're all on the same team, we're all on the same level. You'll see my all on the same level. You'll see my all on the same level. You'll see my truck parked next to them at the far end truck parked next to them at the far end truck parked next to them at the far end of the parking lot. of the parking lot. of the parking lot. We all carry ourselves abiding by the We all carry ourselves abiding by the We all carry ourselves abiding by the values of the organization and the sum values of the organization and the sum values of the organization and the sum total of those behaviors, that is the total of those behaviors, that is the total of those behaviors, that is the culture. And And not that exception at culture. And And not that exception at culture. And And not that exception at all. We are all part of this and and and all. We are all part of this and and and all. We are all part of this and and and I describe this sometimes and often I'll I describe this sometimes and often I'll I describe this sometimes and often I'll explain this with my way I was raised. explain this with my way I was raised. explain this with my way I was raised. We had values. We had expectations in my We had values. We had expectations in my We had values. We had expectations in my family. I'm the youngest of three boys. family. I'm the youngest of three boys. family. I'm the youngest of three boys. We're a year apart. We're a year apart. We're a year apart. Um and my mom and dad had expectations Um and my mom and dad had expectations Um and my mom and dad had expectations of us. I knew that. We knew that. Now, of us. I knew that. We knew that. Now, of us. I knew that. We knew that. Now, they weren't values taped to the they weren't values taped to the they weren't values taped to the refrigerator saying here are the six refrigerator saying here are the six refrigerator saying here are the six things we live by, but I knew what was things we live by, but I knew what was things we live by, but I knew what was expected. expected. expected. But I never would have abided by those But I never would have abided by those But I never would have abided by those values if they didn't first. So, why values if they didn't first. So, why values if they didn't first. So, why should an employee at Baptist Health should an employee at Baptist Health should an employee at Baptist Health Care, anywhere else, Care, anywhere else, Care, anywhere else, abide by some level of expectations, abide by some level of expectations, abide by some level of expectations, comply with some culture, if the comply with some culture, if the comply with some culture, if the leadership isn't doing it first? leadership isn't doing it first? leadership isn't doing it first? Does that make sense? Does that make sense? Does that make sense? >> Yeah. It makes total sense.

>> Yeah. It makes total sense. >> Yeah. It makes total sense. That That That you know, that that to to to understand how these people to see because there how these people to see because there there is it's not just a subtle there is it's not just a subtle there is it's not just a subtle difference. difference. difference. I mean, trust me, with my back and my I mean, trust me, with my back and my I mean, trust me, with my back and my neck, neck, neck, I've been to a lot of hospitals in this I've been to a lot of hospitals in this I've been to a lot of hospitals in this area, okay? And so, the difference and area, okay? And so, the difference and area, okay? And so, the difference and that happened obviously before I knew that happened obviously before I knew that happened obviously before I knew you, but the difference you, but the difference you, but the difference in in your hospital and in others, it's in in your hospital and in others, it's in in your hospital and in others, it's not subtle. not subtle. not subtle. It's dramatic. It's dramatic. It's dramatic. I mean, these people I mean, these people I mean, these people They They They They know how to treat you. I mean, They know how to treat you. I mean, They know how to treat you. I mean, hospital is kind of that's kind of hospital is kind of that's kind of hospital is kind of that's kind of stressful environment anyway. stressful environment anyway. stressful environment anyway. And to find somebody that you actually And to find somebody that you actually And to find somebody that you actually feel like is paying attention to you feel like is paying attention to you feel like is paying attention to you and and really probably more because of and and really probably more because of and and really probably more because of you than because of any expectations I you than because of any expectations I you than because of any expectations I have, have, have, I have a hawk eye every time I walk in I have a hawk eye every time I walk in I have a hawk eye every time I walk in there.

there. there. Because and you know, there was there Because and you know, there was there Because and you know, there was there was one event that you and I that I was one event that you and I that I was one event that you and I that I attended with you attended with you attended with you and I came up and I had my cell phone and I came up and I had my cell phone and I came up and I had my cell phone and I said, and I said, and I said, "Whoever this is, "Whoever this is, "Whoever this is, >> Mhm. >> Mhm. >> Mhm. >> she is incredible." And she was a >> she is incredible." And she was a >> she is incredible." And she was a custodian there at the hospital. custodian there at the hospital. custodian there at the hospital. And And And I said, "This lady is incredi-" And so I said, "This lady is incredi-" And so I said, "This lady is incredi-" And so and I told you that. And then after the and I told you that. And then after the and I told you that. And then after the event, event, event, I'm leaving I'm leaving I'm leaving and you say, "Hey, hey, hey, come here. and you say, "Hey, hey, hey, come here. and you say, "Hey, hey, hey, come here. Is this the lady you were talking Is this the lady you were talking Is this the lady you were talking about?" And you had your arm around her about?" And you had your arm around her about?" And you had your arm around her and y'all were laughing and y'all were laughing and y'all were laughing and you knew her. and you knew her. and you knew her. >> Mhm. >> Mhm. >> Mhm. >> And of course she knew you. >> And of course she knew you. >> And of course she knew you. >> Mhm. Mhm. >> Mhm. Mhm. >> Mhm. Mhm. I saw her last week. I saw her last week. I saw her last week. >> How do you >> How do you >> How do you >> [laughter] >> [laughter] >> [laughter] >> How do you pull that off with 5,000 >> How do you pull that off with 5,000 >> How do you pull that off with 5,000 employees? employees? employees? >> it's hard. I wish >> it's hard. I wish >> it's hard. I wish uh if there's one [clears throat] thing uh if there's one [clears throat] thing uh if there's one [clears throat] thing I could I could I could I could do better at is knowing I could do better at is knowing I could do better at is knowing everybody's name cuz they all know my everybody's name cuz they all know my everybody's name cuz they all know my name. And name. And name. And I got an email last night just from a a I got an email last night just from a a I got an email last night just from a a from a a medical assistant who works in from a a medical assistant who works in from a a medical assistant who works in an office in our cardiology. And she an office in our cardiology. And she an office in our cardiology. And she just said the subject was blessed and just said the subject was blessed and just said the subject was blessed and she just said, she just said, she just said, "Uh thank you for being who you are and "Uh thank you for being who you are and "Uh thank you for being who you are and what you do, my CEO."

what you do, my CEO." what you do, my CEO." I'm like, I'm like, I'm like, "What did I do or say to deserve that?" "What did I do or say to deserve that?" "What did I do or say to deserve that?" You know, I I I don't know. It's it's You know, I I I don't know. It's it's You know, I I I don't know. It's it's humbling. humbling. humbling. Um Um Um because you you just can't because you you just can't because you you just can't fully appreciate the impact, the ripple fully appreciate the impact, the ripple fully appreciate the impact, the ripple effect that you cause. Here's the Here's effect that you cause. Here's the Here's effect that you cause. Here's the Here's the reality. the reality. the reality. >> You know what I did this morning? Around >> You know what I did this morning? Around >> You know what I did this morning? Around here we call that a butterfly effect. here we call that a butterfly effect. here we call that a butterfly effect. But go ahead. But go ahead. But go ahead. >> Yes. Yes. Here's what I did this >> Yes. Yes. Here's what I did this >> Yes. Yes. Here's what I did this morning. I emailed morning. I emailed morning. I emailed that person's leaders leaders leaders that person's leaders leaders leaders that person's leaders leaders leaders leaders leader. leaders leader. leaders leader. And I sent her that email. I said, And I sent her that email. I said, And I sent her that email. I said, "Thank you for driving "Thank you for driving "Thank you for driving our healthy culture." our healthy culture." our healthy culture." Because that person sees me through the Because that person sees me through the Because that person sees me through the lens of how I'm portrayed by all these lens of how I'm portrayed by all these lens of how I'm portrayed by all these others, right? Now, they see me for who others, right? Now, they see me for who others, right? Now, they see me for who I am when they see me in the hallways or I am when they see me in the hallways or I am when they see me in the hallways or the videos or you know, meetings I have the videos or you know, meetings I have the videos or you know, meetings I have or or or other channels of communication they see other channels of communication they see other channels of communication they see me, but I'm I'm also they're carrying a me, but I'm I'm also they're carrying a me, but I'm I'm also they're carrying a message message message through different layers of leadership.

through different layers of leadership. through different layers of leadership. That's That's how we align a culture top That's That's how we align a culture top That's That's how we align a culture top to bottom. to bottom. to bottom. That makes sense? That makes sense? That makes sense? >> Yeah. >> Yeah. >> Yeah. >> [laughter] >> [laughter] >> [laughter] >> Yeah, and I I I'm sitting here thinking >> Yeah, and I I I'm sitting here thinking >> Yeah, and I I I'm sitting here thinking about about about just the many just the many just the many different people, the different kinds of different people, the different kinds of different people, the different kinds of people, the different jobs that I've run people, the different jobs that I've run people, the different jobs that I've run into there. And I'm trying to think if I've if And I'm trying to think if I've if there's been anybody that I could go there's been anybody that I could go there's been anybody that I could go that I could tattle on, you know? that I could tattle on, you know? that I could tattle on, you know? >> [laughter] >> [laughter] >> [laughter] >> But I haven't run into them yet. And And >> But I haven't run into them yet. And And >> But I haven't run into them yet. And And so so so it's just kind of a And And I'm not it's just kind of a And And I'm not it's just kind of a And And I'm not talking about asking somebody for talking about asking somebody for talking about asking somebody for for help. I'm talking about eye contact, for help. I'm talking about eye contact, for help. I'm talking about eye contact, smiles, walking down the hall. smiles, walking down the hall. smiles, walking down the hall. Um Um Um I mean, the way that I ran into the I mean, the way that I ran into the I mean, the way that I ran into the custodian lady is custodian lady is custodian lady is I was just one of the people kind of in I was just one of the people kind of in I was just one of the people kind of in the the the the kind of entryway, the hallway there, the kind of entryway, the hallway there, the kind of entryway, the hallway there, and and and and I was just I was looking and I was and I was just I was looking and I was and I was just I was looking and I was like it I'm not sure where I'm supposed like it I'm not sure where I'm supposed like it I'm not sure where I'm supposed to go. She noticed that, and she says, to go. She noticed that, and she says, to go. She noticed that, and she says, "Sir, can I help you find something?"

"Sir, can I help you find something?" "Sir, can I help you find something?" And I said, "Actually, yeah, I'm looking And I said, "Actually, yeah, I'm looking And I said, "Actually, yeah, I'm looking for the banquet blah blah blah blah for the banquet blah blah blah blah for the banquet blah blah blah blah blah." She said, "I know right where blah." She said, "I know right where blah." She said, "I know right where that is. It's you go right here, and that is. It's you go right here, and that is. It's you go right here, and then take right there, and you'll be then take right there, and you'll be then take right there, and you'll be right at right at right at >> [laughter] >> [laughter] >> [laughter] >> I said, >> I said, >> I said, "Thank you. How How did you know I was "Thank you. How How did you know I was "Thank you. How How did you know I was even looking for something?" She said, even looking for something?" She said, even looking for something?" She said, "You just look like you were looking for "You just look like you were looking for "You just look like you were looking for something." something." something." >> Right. >> Right. >> Right. >> And so here is somebody Here is a >> And so here is somebody Here is a >> And so here is somebody Here is a culture that these people aren't just culture that these people aren't just culture that these people aren't just responding responding responding well. well. well. >> [clears throat] >> [clears throat] >> [clears throat] >> They're looking for ways to serve. I >> They're looking for ways to serve. I >> They're looking for ways to serve. I mean, that's different from responding mean, that's different from responding mean, that's different from responding well. They're looking How can I serve? well. They're looking How can I serve? well. They're looking How can I serve? Who needs Who needs Who needs something I have, you know? something I have, you know? something I have, you know? >> One of our values is service, and we're >> One of our values is service, and we're >> One of our values is service, and we're encouraged, empowered to find those encouraged, empowered to find those encouraged, empowered to find those opportunities, and here's one. Uh opportunities, and here's one. Uh opportunities, and here's one. Uh you know what this is? The international you know what this is? The international you know what this is? The international symbol for symbol for symbol for I'm I'm choking. I'm I'm choking. I'm I'm choking. >> Okay. >> Okay. >> Okay. >> what this is? >> what this is? >> what this is? That's the international symbol for I'm That's the international symbol for I'm That's the international symbol for I'm lost. And our people know how to lost. And our people know how to lost. And our people know how to recognize that. Okay, they look like recognize that. Okay, they look like recognize that. Okay, they look like they've never been here. I'm going to they've never been here. I'm going to they've never been here. I'm going to Here's the difference.

Here's the difference. Here's the difference. You were coming in to speak to our You were coming in to speak to our You were coming in to speak to our physician group, and you did a great physician group, and you did a great physician group, and you did a great job, by the way. Um job, by the way. Um job, by the way. Um but uh but uh but uh you could have been you could have been you could have been looking for looking for looking for your mom your mom your mom who's in the ER, who's in the ER, who's in the ER, who just got in a car wreck, who just got in a car wreck, who just got in a car wreck, and you're rushing in because you're not and you're rushing in because you're not and you're rushing in because you're not sure she's going to make it. sure she's going to make it. sure she's going to make it. And that custodian, seeing you lost, how And that custodian, seeing you lost, how And that custodian, seeing you lost, how can I help you? Can I help you find can I help you? Can I help you find can I help you? Can I help you find something? Could have been in that something? Could have been in that something? Could have been in that moment moment moment my mom my mom my mom car wreck, not sure she's going to make car wreck, not sure she's going to make car wreck, not sure she's going to make it. Come with me. How she doing? Is it. Come with me. How she doing? Is it. Come with me. How she doing? Is there anything I can do for you? My name there anything I can do for you? My name there anything I can do for you? My name is so-and-so. is so-and-so. is so-and-so. >> Yeah, so she walked me to the elevator. >> Yeah, so she walked me to the elevator. >> Yeah, so she walked me to the elevator. >> what we do. We don't Yes, we wayfinding, >> what we do. We don't Yes, we wayfinding, >> what we do. We don't Yes, we wayfinding, we call it. we call it. we call it. Because when people come to the Because when people come to the Because when people come to the hospital, they're most of the time not hospital, they're most of the time not hospital, they're most of the time not coming to speak to physicians. They're coming to speak to physicians. They're coming to speak to physicians. They're coming because it could be the worst day coming because it could be the worst day coming because it could be the worst day of their life. of their life. of their life. >> not coming cuz they're happy. >> not coming cuz they're happy. >> not coming cuz they're happy. >> Right. >> Right. >> Right. >> Right. >> Right. >> Right. >> And >> And >> And uh and because of that, you know, uh and because of that, you know, uh and because of that, you know, I call it 9/11 moments. We We always I call it 9/11 moments. We We always I call it 9/11 moments. We We always remember every granular detail remember every granular detail remember every granular detail of significant events in our life. Like, of significant events in our life. Like, of significant events in our life. Like, I know where I was when 9/11 happened.

I know where I was when 9/11 happened. I know where I was when 9/11 happened. You probably do as well. I remember the You probably do as well. I remember the You probably do as well. I remember the TV I was watching, the people that were TV I was watching, the people that were TV I was watching, the people that were there, every detail about that day there, every detail about that day there, every detail about that day permanently branded in my brain to this permanently branded in my brain to this permanently branded in my brain to this day. day. day. And I can remember Ruth, who was the And I can remember Ruth, who was the And I can remember Ruth, who was the nurse who cared for my dad when he had nurse who cared for my dad when he had nurse who cared for my dad when he had triple bypass surgery 16 years ago. I'll triple bypass surgery 16 years ago. I'll triple bypass surgery 16 years ago. I'll never forget Ruth and her compassion never forget Ruth and her compassion never forget Ruth and her compassion because it was in a moment of difficulty because it was in a moment of difficulty because it was in a moment of difficulty and it just branded in my brain. Never and it just branded in my brain. Never and it just branded in my brain. Never forget that. Everybody working at forget that. Everybody working at forget that. Everybody working at Baptist has the opportunity to never, Baptist has the opportunity to never, Baptist has the opportunity to never, ever be forgotten. ever be forgotten. ever be forgotten. What a gift. What a gift. What a gift. What everybody, 4,700 today, What everybody, 4,700 today, What everybody, 4,700 today, can be remembered for the rest of their can be remembered for the rest of their can be remembered for the rest of their life because of one intervention, one life because of one intervention, one life because of one intervention, one expression of sympathy, one act of expression of sympathy, one act of expression of sympathy, one act of compassion, whatever it is. compassion, whatever it is. compassion, whatever it is. I I don't we don't teach people, we just I I don't we don't teach people, we just I I don't we don't teach people, we just simply take the lid off and let them do simply take the lid off and let them do simply take the lid off and let them do it themselves it themselves it themselves cuz they do it out of their heart and cuz they do it out of their heart and cuz they do it out of their heart and they're empowered and they're encouraged they're empowered and they're encouraged they're empowered and they're encouraged to live that. That's our culture. to live that. That's our culture. to live that. That's our culture. >> But you by taking the lid off, >> But you by taking the lid off, >> But you by taking the lid off, what you're doing is you're exposing what you're doing is you're exposing what you're doing is you're exposing them to the thinking that leads to that.

them to the thinking that leads to that. them to the thinking that leads to that. >> Yeah. >> Yeah. >> Yeah. >> That's what takes the lid off. >> That's what takes the lid off. >> That's what takes the lid off. >> And there's a reason they're in health >> And there's a reason they're in health >> And there's a reason they're in health care to begin with. They want to help care to begin with. They want to help care to begin with. They want to help people and that's our mission. The people and that's our mission. The people and that's our mission. The mission of the organization is helping mission of the organization is helping mission of the organization is helping people throughout life's journey. And people throughout life's journey. And people throughout life's journey. And people align with that. The The people people align with that. The The people people align with that. The The people in orientation align with that. The in orientation align with that. The in orientation align with that. The people that aren't in orientation didn't people that aren't in orientation didn't people that aren't in orientation didn't get the job. get the job. get the job. They didn't align with that. Right. It They didn't align with that. Right. It They didn't align with that. Right. It It wasn't just the education and the It wasn't just the education and the It wasn't just the education and the references that got them in the room, it references that got them in the room, it references that got them in the room, it was the fact that they fit the culture. was the fact that they fit the culture. was the fact that they fit the culture. Those that don't fit the culture never Those that don't fit the culture never Those that don't fit the culture never got the job offer. got the job offer. got the job offer. And And And >> Maybe. >> Maybe. >> Maybe. >> Well, you we're not talking >> Well, you we're not talking >> Well, you we're not talking >> Maybe because cuz I'm I'm leading to a >> Maybe because cuz I'm I'm leading to a >> Maybe because cuz I'm I'm leading to a story that I asked you I I said story that I asked you I I said story that I asked you I I said I asked you because they never would I asked you because they never would I asked you because they never would have gotten the job offer. Ladies and have gotten the job offer. Ladies and have gotten the job offer. Ladies and gentlemen, gentlemen, gentlemen, >> Yeah. >> Yeah. >> Yeah. >> I'm about to introduce you to a CEO >> I'm about to introduce you to a CEO >> I'm about to introduce you to a CEO who fired somebody in an orientation. who fired somebody in an orientation. who fired somebody in an orientation. >> I did. True story. >> I did. True story. >> I did. True story. >> I mean, >> I mean, >> I mean, I mean, to me I mean, to me I mean, to me it's kind of tragic, hilarious, it's it's kind of tragic, hilarious, it's it's kind of tragic, hilarious, it's definitely filled with a learning definitely filled with a learning definitely filled with a learning moment. So, tell me, Mark, CEO of moment. So, tell me, Mark, CEO of moment. So, tell me, Mark, CEO of Baptist Health Care, Baptist Health Care, Baptist Health Care, tell me about firing an employee tell me about firing an employee tell me about firing an employee during the orientation. And it's not during the orientation. And it's not during the orientation. And it's not just during the orientation, you're the just during the orientation, you're the just during the orientation, you're the first speaker in the orientation.

first speaker in the orientation. first speaker in the orientation. >> didn't make it long. Well, there's an >> didn't make it long. Well, there's an >> didn't make it long. Well, there's an asterisk to this story and I'll explain asterisk to this story and I'll explain asterisk to this story and I'll explain that because in orientation, I'm the that because in orientation, I'm the that because in orientation, I'm the first on the agenda and what I do is first on the agenda and what I do is first on the agenda and what I do is talk about expectations. I I talk about talk about expectations. I I talk about talk about expectations. I I talk about our culture and we unpack the values and our culture and we unpack the values and our culture and we unpack the values and how that looks in our behaviors and how that looks in our behaviors and how that looks in our behaviors and and how they fit into that and the and how they fit into that and the and how they fit into that and the drivers of culture and all that. We go drivers of culture and all that. We go drivers of culture and all that. We go through all that. through all that. through all that. But one time I was doing this and in the But one time I was doing this and in the But one time I was doing this and in the back right of the room as I'm facing back right of the room as I'm facing back right of the room as I'm facing these rows of chairs, I these rows of chairs, I these rows of chairs, I I mean, the whole time this this I mean, the whole time this this I mean, the whole time this this curmudgeon appearance, these curmudgeon appearance, these curmudgeon appearance, these non-verbals, the occasional whisper to non-verbals, the occasional whisper to non-verbals, the occasional whisper to her neighbor. her neighbor. her neighbor. I could tell she wasn't fitting. I could I could tell she wasn't fitting. I could I could tell she wasn't fitting. I could tell she wasn't em- embracing who we are tell she wasn't em- embracing who we are tell she wasn't em- embracing who we are and why we're here and why we're here and why we're here at all. at all. at all. And it just continued to progress as I'm And it just continued to progress as I'm And it just continued to progress as I'm doing my hour and I'm like, okay, this doing my hour and I'm like, okay, this doing my hour and I'm like, okay, this I'm trying not to allow you to draw me I'm trying not to allow you to draw me I'm trying not to allow you to draw me in to an exchange. I'm just going to in to an exchange. I'm just going to in to an exchange. I'm just going to move on, keep my eye contact over here. move on, keep my eye contact over here. move on, keep my eye contact over here. But when I'm done and I was done, I went But when I'm done and I was done, I went But when I'm done and I was done, I went back to my desk and I picked up the back to my desk and I picked up the back to my desk and I picked up the phone and I called that leader. I said, phone and I called that leader. I said, phone and I called that leader. I said, "Do you have somebody in orientation?"

"Do you have somebody in orientation?" "Do you have somebody in orientation?" Someone said, "Yeah, mhm." Someone said, "Yeah, mhm." Someone said, "Yeah, mhm." I said, I said, I said, "She's she's not She doesn't belong "She's she's not She doesn't belong "She's she's not She doesn't belong here. She's not going to make it here. here. She's not going to make it here. here. She's not going to make it here. So, whenever, don't pull her out, but So, whenever, don't pull her out, but So, whenever, don't pull her out, but but at the right time, I want you to let but at the right time, I want you to let but at the right time, I want you to let her know she's not She doesn't belong her know she's not She doesn't belong her know she's not She doesn't belong here." "I I understand. Thanks for here." "I I understand. Thanks for here." "I I understand. Thanks for letting me know. I'm sorry this letting me know. I'm sorry this letting me know. I'm sorry this happened." I said, "It's okay, you know, happened." I said, "It's okay, you know, happened." I said, "It's okay, you know, it happened." it happened." it happened." The of the story The of the story The of the story this was a volunteer. She wasn't even on this was a volunteer. She wasn't even on this was a volunteer. She wasn't even on the payroll. the payroll. the payroll. >> [laughter] >> [laughter] >> [laughter] >> She She was coming to work to volunteer. >> She She was coming to work to volunteer. >> She She was coming to work to volunteer. You know, one of our blue vested You know, one of our blue vested You know, one of our blue vested volunteers that sit our entrances or volunteers that sit our entrances or volunteers that sit our entrances or they sit on the floors in the waiting they sit on the floors in the waiting they sit on the floors in the waiting rooms and they help people. rooms and they help people. rooms and they help people. We weren't even going to pay her a dime, We weren't even going to pay her a dime, We weren't even going to pay her a dime, but I fired her. but I fired her. but I fired her. >> If [laughter] you're If you're not a >> If [laughter] you're If you're not a >> If [laughter] you're If you're not a culture fit, culture fit, culture fit, we won't even let you work for free. we won't even let you work for free. we won't even let you work for free. [laughter] [laughter] [laughter] >> Exactly. >> Exactly. >> Exactly. That is absolutely true. That is absolutely true. That is absolutely true. >> really. If you're not a culture fit, we >> really. If you're not a culture fit, we >> really. If you're not a culture fit, we won't even let you work for free. It It won't even let you work for free. It It won't even let you work for free. It It Think about that. Now, you guys think Think about that. Now, you guys think Think about that. Now, you guys think about this. about this. about this. If you're not I mean If you're not I mean If you're not I mean That That means if you're not a culture That That means if you're not a culture That That means if you're not a culture fit, you are a detriment.

fit, you are a detriment. fit, you are a detriment. If you can't even get paid to work for If you can't even get paid to work for If you can't even get paid to work for free because you're a cult you're not a free because you're a cult you're not a free because you're a cult you're not a culture fit, you're a detriment. culture fit, you're a detriment. culture fit, you're a detriment. >> Mhm. >> Mhm. >> Mhm. >> How many people are you paying >> How many people are you paying >> How many people are you paying that are a detriment? that are a detriment? that are a detriment? >> Right. Exactly. Yeah, and who they are >> Right. Exactly. Yeah, and who they are >> Right. Exactly. Yeah, and who they are are and where they and how do we are and where they and how do we are and where they and how do we identify them, smoke them out if you are identify them, smoke them out if you are identify them, smoke them out if you are if you will and root them out of the if you will and root them out of the if you will and root them out of the organization. organization. organization. Then there's the other extreme. Then there's the other extreme. Then there's the other extreme. Just a few months ago, Just a few months ago, Just a few months ago, we let go we let go we let go our busiest cardiothoracic surgeon. our busiest cardiothoracic surgeon. our busiest cardiothoracic surgeon. >> Really? >> Really? >> Really? >> Who means millions of dollars to the >> Who means millions of dollars to the >> Who means millions of dollars to the organization. organization. organization. It's a business It's a business It's a business detriment to not have that person doing detriment to not have that person doing detriment to not have that person doing surgeries every day. surgeries every day. surgeries every day. >> Can I ask why you let him go? >> Can I ask why you let him go? >> Can I ask why you let him go? >> Culture. >> Culture. >> Culture. >> Really? >> Really? >> Really? >> Culture. Great quality outcomes. >> Culture. Great quality outcomes. >> Culture. Great quality outcomes. Culture. Culture. Culture. Just Just Just behaviors that aren't consistent with behaviors that aren't consistent with behaviors that aren't consistent with who we are, how that doctor treated who we are, how that doctor treated who we are, how that doctor treated our team, team members.

our team, team members. our team, team members. Um just talked to them in the ORs, Um just talked to them in the ORs, Um just talked to them in the ORs, behaved in ways on the unit, just not behaved in ways on the unit, just not behaved in ways on the unit, just not acceptable. Sorry, we're going to have acceptable. Sorry, we're going to have acceptable. Sorry, we're going to have to, you know, part ways. to, you know, part ways. to, you know, part ways. So, there are people that work for free, So, there are people that work for free, So, there are people that work for free, and there are people that and there are people that and there are people that generate millions in revenue that generate millions in revenue that generate millions in revenue that But what doesn't change are the But what doesn't change are the But what doesn't change are the standards that we all, myself included, standards that we all, myself included, standards that we all, myself included, are expected to abide by. are expected to abide by. are expected to abide by. Tough call. Tough call, but you got to Tough call. Tough call, but you got to Tough call. Tough call, but you got to do do do And and it it it it has its own And and it it it it has its own And and it it it it has its own butterfly effect. butterfly effect. butterfly effect. >> Boy. >> Boy. >> Boy. >> When you When Oh. Okay. They let that >> When you When Oh. Okay. They let that >> When you When Oh. Okay. They let that guy go. guy go. guy go. >> That book ends that story. >> That book ends that story. >> That book ends that story. >> Mhm. >> Mhm. >> Mhm. >> Cuz we we've talked about, you know, I >> Cuz we we've talked about, you know, I >> Cuz we we've talked about, you know, I talked about it talked about it talked about it with several people about, with several people about, with several people about, you know, what would happen to your you know, what would happen to your you know, what would happen to your organization organization organization if you fired somebody during if you fired somebody during if you fired somebody during orientation? I mean, orientation? I mean, orientation? I mean, I mean, does that get out? Oh my gosh, I mean, does that get out? Oh my gosh, I mean, does that get out? Oh my gosh, you better believe that got out faster you better believe that got out faster you better believe that got out faster than a text. And I mean, you believe we than a text. And I mean, you believe we than a text. And I mean, you believe we had somebody in orientation day and had somebody in orientation day and had somebody in orientation day and they've already been fired. They were they've already been fired. They were they've already been fired. They were fired before the orientation was over.

fired before the orientation was over. fired before the orientation was over. And I mean, you can you can just see And I mean, you can you can just see And I mean, you can you can just see that going through wildfire. And it goes that going through wildfire. And it goes that going through wildfire. And it goes through like wildfire, and then people through like wildfire, and then people through like wildfire, and then people think, okay, why? And then they discuss And then they discuss why she wasn't or why she was let go. why she wasn't or why she was let go. why she wasn't or why she was let go. She Well, she wasn't a fit. Well, She Well, she wasn't a fit. Well, She Well, she wasn't a fit. Well, why wouldn't she a fit? why wouldn't she a fit? why wouldn't she a fit? What was it What What exhibited so What was it What What exhibited so What was it What What exhibited so quickly quickly quickly the fact that she wasn't a fit? the fact that she wasn't a fit? the fact that she wasn't a fit? And then they start talking about that, And then they start talking about that, And then they start talking about that, and then it's a matter of and then it's a matter of and then it's a matter of You know, I get I got to tell you. I was I was I I don't watch these back very often. I I don't watch these back very often. I I don't watch these back very often. Because I mean, the the podcast. I don't Because I mean, the the podcast. I don't Because I mean, the the podcast. I don't watch them back very often because watch them back very often because watch them back very often because I'm there. You know, I I had the I'm there. You know, I I had the I'm there. You know, I I had the conversation. I kind of remember it. But conversation. I kind of remember it. But conversation. I kind of remember it. But I was I was watching one I was I was watching one I was I was watching one um, I'll tell you who it was. It was um, I'll tell you who it was. It was um, I'll tell you who it was. It was Molly Engelhart, the the lady that has Molly Engelhart, the the lady that has Molly Engelhart, the the lady that has like her life has just like like her life has just like like her life has just like flipped, you know, her book uh flipped, you know, her book uh flipped, you know, her book uh Debunked by Nature.

Debunked by Nature. Debunked by Nature. >> Yeah. Yeah. >> Yeah. Yeah. >> Yeah. Yeah. >> Finding out how much she used this vegan >> Finding out how much she used this vegan >> Finding out how much she used this vegan chef. chef. chef. >> Mhm. >> Mhm. >> Mhm. >> Figured finding out that Mother Nature >> Figured finding out that Mother Nature >> Figured finding out that Mother Nature is a conservative. I mean, just reading is a conservative. I mean, just reading is a conservative. I mean, just reading that whole thing was that whole thing was that whole thing was fascinating. And so fascinating. And so fascinating. And so I would she said something during the I would she said something during the I would she said something during the thing that I wanted to thing that I wanted to thing that I wanted to watch. watch. watch. And as I'm watching this thing I'm And as I'm watching this thing I'm And as I'm watching this thing I'm realizing realizing realizing that Matt has that Matt has that Matt has her full screen and he has me in a small her full screen and he has me in a small her full screen and he has me in a small screen where screen where screen where I'm listening. Okay? And so she's I'm listening. Okay? And so she's I'm listening. Okay? And so she's talking talking talking talking talking talking talking talking talking talking talking talking talking talking talking it's serious stuff and I'm trying to it's serious stuff and I'm trying to it's serious stuff and I'm trying to concentrate and I'm really listening. concentrate and I'm really listening. concentrate and I'm really listening. And but now I'm watching myself listen And but now I'm watching myself listen And but now I'm watching myself listen and I'm seeing what a viewer sees. and I'm seeing what a viewer sees. and I'm seeing what a viewer sees. And And And I actually realized I was sitting there I actually realized I was sitting there I actually realized I was sitting there going going going my the corners of my mouth were down. my the corners of my mouth were down. my the corners of my mouth were down. >> Mhm. >> Mhm. >> Mhm. >> I mean >> I mean >> I mean I realized I was concentrating I realized I was concentrating I realized I was concentrating but if anybody like but if anybody like but if anybody like popped in on it popped in on it popped in on it or if I was sitting talking to somebody or if I was sitting talking to somebody or if I was sitting talking to somebody and looking at it, and looking at it, and looking at it, they would think this guy's mad.

they would think this guy's mad. they would think this guy's mad. >> Mhm. Mhm. >> Mhm. Mhm. >> Mhm. Mhm. >> And so >> And so >> And so >> [laughter] >> [laughter] >> [laughter] >> it it's it it's one of those things >> it it's it it's one of those things >> it it's it it's one of those things that when your employees start to think, that when your employees start to think, that when your employees start to think, okay, how could somebody okay, how could somebody okay, how could somebody get fired in an orientation? Think about how many times somebody Think about how many times somebody asked us, are you okay? Everything okay? asked us, are you okay? Everything okay? asked us, are you okay? Everything okay? And we're like, yeah, everything's fine. And we're like, yeah, everything's fine. And we're like, yeah, everything's fine. And we say, what prompted them to say is And we say, what prompted them to say is And we say, what prompted them to say is Is okay? Probably the look on her face. Is okay? Probably the look on her face. Is okay? Probably the look on her face. >> Yeah. >> Yeah. >> Yeah. >> Mhm. >> Mhm. >> Mhm. >> That that resting aspect, right? >> That that resting aspect, right? >> That that resting aspect, right? >> Yeah. >> Yeah. >> Yeah. >> [clears throat] >> [clears throat] >> [clears throat] >> And so I have and >> And so I have and >> And so I have and you know, I remember you know, I remember you know, I remember and I I I thought that I had gotten and I I I thought that I had gotten and I I I thought that I had gotten better at that, but I was watching that better at that, but I was watching that better at that, but I was watching that the other day. I was like, oh my god, the other day. I was like, oh my god, the other day. I was like, oh my god, because now I know because now I know because now I know it was like 40 years not 30 it was like 40 years not 30 it was like 40 years not 30 35 years ago I was in a place with a 35 years ago I was in a place with a 35 years ago I was in a place with a that a friend worked there and I went that a friend worked there and I went that a friend worked there and I went and did something and and did something and and did something and later that day he saw me and said, "Hey, later that day he saw me and said, "Hey, later that day he saw me and said, "Hey, is everything okay?" And I said, "Yeah, is everything okay?" And I said, "Yeah, is everything okay?" And I said, "Yeah, it's fine. What?" He goes it's fine. What?" He goes it's fine. What?" He goes "Well, did you have a problem with the "Well, did you have a problem with the "Well, did you have a problem with the ladies up at the front?" And I was like ladies up at the front?" And I was like ladies up at the front?" And I was like "No.

"No. "No. What?" And he said, "Well, What?" And he said, "Well, What?" And he said, "Well, they just when you left they asked me if they just when you left they asked me if they just when you left they asked me if I knew you and I said, 'Yeah' and they I knew you and I said, 'Yeah' and they I knew you and I said, 'Yeah' and they said, 'What's his problem?'" said, 'What's his problem?'" said, 'What's his problem?'" >> [clears throat] >> [clears throat] >> [clears throat] >> I was like I didn't I didn't have any problem. I didn't I didn't have any problem. But whatever the look on my face was But whatever the look on my face was But whatever the look on my face was they didn't want to deal with me. they didn't want to deal with me. they didn't want to deal with me. And so And so And so how do you turn how do you turn how do you turn an organization of 5,000 people an organization of 5,000 people an organization of 5,000 people into a place into a place into a place that everybody has the look on their that everybody has the look on their that everybody has the look on their face that welcomes? I mean, that's what face that welcomes? I mean, that's what face that welcomes? I mean, that's what you have. It's incredible, Mark. you have. It's incredible, Mark. you have. It's incredible, Mark. >> It >> It >> It First, there's [clears throat] a First, there's [clears throat] a First, there's [clears throat] a recognition recognition recognition of non-verbals and how people perceive of non-verbals and how people perceive of non-verbals and how people perceive that, right? And we're that, right? And we're that, right? And we're we're we're we're constantly sending a message. constantly sending a message. constantly sending a message. Um you're sports guy. Do you remember Um you're sports guy. Do you remember Um you're sports guy. Do you remember the manager of the Houston Astros named the manager of the Houston Astros named the manager of the Houston Astros named Art Howe? Art Howe? Art Howe? >> Yeah. Yeah. >> Yeah. Yeah. >> Yeah. Yeah. >> Picture him right now in your mind. He's >> Picture him right now in your mind. He's >> Picture him right now in your mind. He's got a smile on his face. He always got a smile on his face. He always got a smile on his face. He always had that.

had that. had that. Always. He could be yelling at an umpire Always. He could be yelling at an umpire Always. He could be yelling at an umpire smiling at him. And I remember as a kid smiling at him. And I remember as a kid smiling at him. And I remember as a kid looking at that and say that he he knows looking at that and say that he he knows looking at that and say that he he knows how he's being perceived. how he's being perceived. how he's being perceived. I know I'm as the CEO always on stage. I know I'm as the CEO always on stage. I know I'm as the CEO always on stage. and could be walking through the and could be walking through the and could be walking through the hospital, I could be in line in public. hospital, I could be in line in public. hospital, I could be in line in public. So, wherever I am, I'm always on stage. So, wherever I am, I'm always on stage. So, wherever I am, I'm always on stage. Um and people are reading me. Um and people are reading me. Um and people are reading me. >> Yeah. >> Yeah. >> Yeah. >> And um we could be having a tough time. >> And um we could be having a tough time. >> And um we could be having a tough time. Um Um Um um um um but but I'm sending a message. Oh, Mark but but I'm sending a message. Oh, Mark but but I'm sending a message. Oh, Mark Mark looked a little concerned or Mark looked a little concerned or Mark looked a little concerned or worried or mad or whatever. The the worried or mad or whatever. The the worried or mad or whatever. The the story among my leadership group is my story among my leadership group is my story among my leadership group is my ears turn red if I'm, you know, ears turn red if I'm, you know, ears turn red if I'm, you know, >> [laughter] >> [laughter] >> [laughter] >> But I can't affect that, I can affect >> But I can't affect that, I can affect >> But I can't affect that, I can affect this. this. this. >> [clears throat] >> [clears throat] >> [clears throat] >> And the point is >> And the point is >> And the point is just recognizing it with our people. just recognizing it with our people. just recognizing it with our people. Recognize it how you're being perceived. Recognize it how you're being perceived. Recognize it how you're being perceived. What what are you What what are you What what are you saying that you're not saying? Because saying that you're not saying? Because saying that you're not saying? Because as you know, communication is words, as you know, communication is words, as you know, communication is words, it's tone, it's tone, it's tone, and it's non-verbals. And it's really and it's non-verbals. And it's really and it's non-verbals. And it's really the latter two more so than the words.

the latter two more so than the words. the latter two more so than the words. >> You know, I've taught this for years, >> You know, I've taught this for years, >> You know, I've taught this for years, which is which is which is why it was actually amazing why it was actually amazing why it was actually amazing to watch that to watch that to watch that thing and catch myself doing thing and catch myself doing thing and catch myself doing the opposite of what I have been the opposite of what I have been the opposite of what I have been teaching for years. teaching for years. teaching for years. But you're But you're But you're you're in a moment. Your wheels are you're in a moment. Your wheels are you're in a moment. Your wheels are turning, you're thinking, you're just turning, you're thinking, you're just turning, you're thinking, you're just absorbing everything she's saying and absorbing everything she's saying and absorbing everything she's saying and >> But we're always in moments. And I got I >> But we're always in moments. And I got I >> But we're always in moments. And I got I have to realize I have to go I get have to realize I have to go I get have to realize I have to go I get because I made a concerted effort after, because I made a concerted effort after, because I made a concerted effort after, you know, Jerry said they they said, you know, Jerry said they they said, you know, Jerry said they they said, "What's his problem?" I made a concerted "What's his problem?" I made a concerted "What's his problem?" I made a concerted effort effort effort to always to That's where that talk with to always to That's where that talk with to always to That's where that talk with a smile came from. Yeah, learning how to a smile came from. Yeah, learning how to a smile came from. Yeah, learning how to talk with a smile. And talk with a smile. And talk with a smile. And I guess I guess I guess that in my mind the camera wasn't on me. that in my mind the camera wasn't on me. that in my mind the camera wasn't on me. >> Hm. Mhm. Right. >> Hm. Mhm. Right. >> Hm. Mhm. Right. >> You know, because when you're out in >> You know, because when you're out in >> You know, because when you're out in public, the camera is on you. public, the camera is on you. public, the camera is on you. But But But in this situation, in this situation, in this situation, when you're talking, when you're talking, when you're talking, I'm I'm assuming I can probably I'm I'm assuming I can probably I'm I'm assuming I can probably you know, blow my nose or something you know, blow my nose or something you know, blow my nose or something because I you know, camera's on you. I because I you know, camera's on you. I because I you know, camera's on you. I mean in my mind, who knew that Matt was mean in my mind, who knew that Matt was mean in my mind, who knew that Matt was going to put up a little window of me in going to put up a little window of me in going to put up a little window of me in there. But the point is made people are there. But the point is made people are there. But the point is made people are always watching. Hey, here is here is a always watching. Hey, here is here is a always watching. Hey, here is here is a a question about an a question about an a question about an uh uh uh a happening that I've heard this story a happening that I've heard this story a happening that I've heard this story several times and I want you to tell.

several times and I want you to tell. several times and I want you to tell. And that is And that is And that is >> [clears throat] >> [clears throat] >> [clears throat] >> that >> that >> that when you first became CEO and when you first became CEO and when you first became CEO and I I guess this went on for several I I guess this went on for several I I guess this went on for several years. You you would offer like a $100 years. You you would offer like a $100 years. You you would offer like a $100 bill to somebody to say the mission bill to somebody to say the mission bill to somebody to say the mission statement or statement or statement or >> I I did. We >> I I did. We >> I I did. We >> Tell me this story. >> Tell me this story. >> Tell me this story. >> Sure. We we've gone through different >> Sure. We we've gone through different >> Sure. We we've gone through different eras and different seasons of our eras and different seasons of our eras and different seasons of our organization organization organization um and different visions. And I you um and different visions. And I you um and different visions. And I you know, it's important for the leadership know, it's important for the leadership know, it's important for the leadership to establish a vision and we've gone to establish a vision and we've gone to establish a vision and we've gone through a course correction through a course correction through a course correction era back in 2012 through 2016 and then era back in 2012 through 2016 and then era back in 2012 through 2016 and then we went through a course direction in we went through a course direction in we went through a course direction in 2016 through 2019. And meaning we're 2016 through 2019. And meaning we're 2016 through 2019. And meaning we're we're charting a course and rather than we're charting a course and rather than we're charting a course and rather than bailing a boat, we're charting a course. bailing a boat, we're charting a course. bailing a boat, we're charting a course. Um Um Um and that started with a a pulling up. and that started with a a pulling up. and that started with a a pulling up. Why are we here? What's our why as an Why are we here? What's our why as an Why are we here? What's our why as an organization and how do you fit into organization and how do you fit into organization and how do you fit into that why? And then that why? And then that why? And then where are we going in terms of our where are we going in terms of our where are we going in terms of our vision statement and then how do we act vision statement and then how do we act vision statement and then how do we act uh in terms of our values? And uh so the uh in terms of our values? And uh so the uh in terms of our values? And uh so the what what compelled me to to do that is what what compelled me to to do that is what what compelled me to to do that is the importance of recognizing the the importance of recognizing the the importance of recognizing the purpose, right? The purpose of the purpose, right? The purpose of the purpose, right? The purpose of the organization and aligning folks around organization and aligning folks around organization and aligning folks around it. You got to start there.

it. You got to start there. it. You got to start there. Uh and our previous mission statement, Uh and our previous mission statement, Uh and our previous mission statement, we had one articulated and it hung on a we had one articulated and it hung on a we had one articulated and it hung on a wall and we had values, they hung on a wall and we had values, they hung on a wall and we had values, they hung on a wall. wall. wall. But I would I would walk around the But I would I would walk around the But I would I would walk around the organization and I would it was a $20 organization and I would it was a $20 organization and I would it was a $20 bill. I would offer $20 to bill. I would offer $20 to bill. I would offer $20 to >> It was $100. I was just trying to >> It was $100. I was just trying to >> It was $100. I was just trying to exaggerate for effect. exaggerate for effect. exaggerate for effect. >> [clears throat] >> [clears throat] >> [clears throat] >> for anyone that can recite the mission >> for anyone that can recite the mission >> for anyone that can recite the mission statement verbatim without making an statement verbatim without making an statement verbatim without making an error. error. error. And I never gave away the $20 bill And I never gave away the $20 bill And I never gave away the $20 bill from from from top to bottom. No, because our mission top to bottom. No, because our mission top to bottom. No, because our mission statement was the the the mission of statement was the the the mission of statement was the the the mission of Baptist Health Care is to provide Baptist Health Care is to provide Baptist Health Care is to provide superior service based on Christian superior service based on Christian superior service based on Christian values to improve the quality of life values to improve the quality of life values to improve the quality of life for people we can serve. It was a word for people we can serve. It was a word for people we can serve. It was a word salad. It lacked, you know, clarity. It salad. It lacked, you know, clarity. It salad. It lacked, you know, clarity. It it wasn't terribly ambitious. it wasn't terribly ambitious. it wasn't terribly ambitious. And you couldn't see it. What does that And you couldn't see it. What does that And you couldn't see it. What does that really mean? And then our values, really mean? And then our values, really mean? And then our values, uh they were vision and innovation and uh they were vision and innovation and uh they were vision and innovation and integrity and integrity and integrity and serve superior service and stewardship, serve superior service and stewardship, serve superior service and stewardship, teamwork. Those were our values. teamwork. Those were our values. teamwork. Those were our values. Uh and so I pulled up we pulled up as a Uh and so I pulled up we pulled up as a Uh and so I pulled up we pulled up as a team. I said, we got to we got to team. I said, we got to we got to team. I said, we got to we got to recraft our why. We got to recraft our recraft our why. We got to recraft our recraft our why. We got to recraft our mission statement and our values. Why?

mission statement and our values. Why? mission statement and our values. Why? Well, because Well, because Well, because they're meaningless. They're not they're meaningless. They're not they're meaningless. They're not purposeful. They're not If we're trying purposeful. They're not If we're trying purposeful. They're not If we're trying to point to true north, we got to to point to true north, we got to to point to true north, we got to identify true north. This is our why. identify true north. This is our why. identify true north. This is our why. This is how you fit into that. This is how you fit into that. This is how you fit into that. So, we went through the course of almost So, we went through the course of almost So, we went through the course of almost a year a year a year coming up with the statement helping coming up with the statement helping coming up with the statement helping people throughout life's journey. Now, people throughout life's journey. Now, people throughout life's journey. Now, why would it take a year? why would it take a year? why would it take a year? Uh well, because we had to it was a gut Uh well, because we had to it was a gut Uh well, because we had to it was a gut check. Well, why are we here? Why is check. Well, why are we here? Why is check. Well, why are we here? Why is this organization here? We're a this organization here? We're a this organization here? We're a not-for-profit. We're community-based, not-for-profit. We're community-based, not-for-profit. We're community-based, mission-oriented, founded out of the mission-oriented, founded out of the mission-oriented, founded out of the faith community. Why are we here? Well, faith community. Why are we here? Well, faith community. Why are we here? Well, we are here to help people. Could be we are here to help people. Could be we are here to help people. Could be physical challenges, emotional, mental physical challenges, emotional, mental physical challenges, emotional, mental health, even spiritual. health, even spiritual. health, even spiritual. Uh we're here to help people beginning Uh we're here to help people beginning Uh we're here to help people beginning of life, end of life. of life, end of life. of life, end of life. Uh and everywhere in between. Uh and everywhere in between. Uh and everywhere in between. So, helping people throughout life's So, helping people throughout life's So, helping people throughout life's journey, that's our mission. I don't journey, that's our mission. I don't journey, that's our mission. I don't offer the $20 bill anymore because offer the $20 bill anymore because offer the $20 bill anymore because everybody knows it from custodians to everybody knows it from custodians to everybody knows it from custodians to board members in prayer and doctors and board members in prayer and doctors and board members in prayer and doctors and we all know our why. And and then our we all know our why. And and then our we all know our why. And and then our values. Our values as I've mentioned, I values. Our values as I've mentioned, I values. Our values as I've mentioned, I went through them. Values are just went through them. Values are just went through them. Values are just they're core principle words, right?

they're core principle words, right? they're core principle words, right? They they're just foundational to who we They they're just foundational to who we They they're just foundational to who we are. I have personal values and but our are. I have personal values and but our are. I have personal values and but our organization has values. Well, we had organization has values. Well, we had organization has values. Well, we had some good values like superior service some good values like superior service some good values like superior service and teamwork and stewardship. and teamwork and stewardship. and teamwork and stewardship. But a value should be something that you But a value should be something that you But a value should be something that you get disciplined and or fired for for get disciplined and or fired for for get disciplined and or fired for for violating. violating. violating. Anybody ever get fired for not being Anybody ever get fired for not being Anybody ever get fired for not being innovative? No. innovative? No. innovative? No. Anybody ever get fired for not having Anybody ever get fired for not having Anybody ever get fired for not having vision? No. But those were our values. vision? No. But those were our values. vision? No. But those were our values. So it's the scrap that. So it's the scrap that. So it's the scrap that. What are our values? Well, our values What are our values? Well, our values What are our values? Well, our values are ownership, act like you own the are ownership, act like you own the are ownership, act like you own the place, integrity, do the right thing for place, integrity, do the right thing for place, integrity, do the right thing for the right reason, the right reason, the right reason, um um um uh compassion, uh compassion, uh compassion, excellence, and service. Those are our excellence, and service. Those are our excellence, and service. Those are our core values. core values. core values. >> And those are the things you violate >> And those are the things you violate >> And those are the things you violate them, you get fired. them, you get fired. them, you get fired. >> Yes, and top to bottom. So what is it >> Yes, and top to bottom. So what is it >> Yes, and top to bottom. So what is it like to act like an owner as a like to act like an owner as a like to act like an owner as a custodian? What is it like to have custodian? What is it like to have custodian? What is it like to have integrity if you're in billing? What is integrity if you're in billing? What is integrity if you're in billing? What is it like to strive for excellence if it like to strive for excellence if it like to strive for excellence if you're a nurse? Whatever, you know, and you're a nurse? Whatever, you know, and you're a nurse? Whatever, you know, and we align our behaviors around our we align our behaviors around our we align our behaviors around our values, and we reinforce it. My mom and values, and we reinforce it. My mom and values, and we reinforce it. My mom and dad would say, "More of this and less of dad would say, "More of this and less of dad would say, "More of this and less of that. No to this and yes to that." Uh that. No to this and yes to that." Uh that. No to this and yes to that." Uh this week this week this week >> [clears throat] >> [clears throat] >> [clears throat] >> we celebrated legends. We call them >> we celebrated legends. We call them >> we celebrated legends. We call them legends.

legends. legends. Um Um Um there are 11 people out of 4,700 that we there are 11 people out of 4,700 that we there are 11 people out of 4,700 that we celebrated the day before you. celebrated the day before you. celebrated the day before you. >> I've seen you do a book. >> I've seen you do a book. >> I've seen you do a book. >> Yeah, we did. We did another one this >> Yeah, we did. We did another one this >> Yeah, we did. We did another one this year. Uh these are stories. The story of year. Uh these are stories. The story of year. Uh these are stories. The story of me firing somebody [laughter] me firing somebody [laughter] me firing somebody [laughter] is a story, right? It is a true story. is a story, right? It is a true story. is a story, right? It is a true story. Jesus taught in parables, and we we we Jesus taught in parables, and we we we Jesus taught in parables, and we we we remember stories. Well, in this case, remember stories. Well, in this case, remember stories. Well, in this case, these are 11 people who have stories. these are 11 people who have stories. these are 11 people who have stories. The story of how this lady took a The story of how this lady took a The story of how this lady took a different route to work different route to work different route to work one day one day one day and came across someone on the side of and came across someone on the side of and came across someone on the side of the road in a in an elderly lady and a the road in a in an elderly lady and a the road in a in an elderly lady and a gentleman who was gentleman who was gentleman who was passed out. He was actually dying of passed out. He was actually dying of passed out. He was actually dying of cardiac arrest. She saved his life. cardiac arrest. She saved his life. cardiac arrest. She saved his life. Uh the the story of the nurse at J Uh the the story of the nurse at J Uh the the story of the nurse at J Hospital who um Hospital who um Hospital who um we had a patient there for a while and we had a patient there for a while and we had a patient there for a while and in and out in and out and was finally in and out in and out and was finally in and out in and out and was finally realizing that can't live at home realizing that can't live at home realizing that can't live at home by herself and losing that this nurse by herself and losing that this nurse by herself and losing that this nurse going on her own time going on her own time going on her own time to bring her food and sit with her and to bring her food and sit with her and to bring her food and sit with her and brought her son and brought her joy and brought her son and brought her joy and brought her son and brought her joy and brought her hope. That's brought her hope. That's brought her hope. That's That's not in her job description, That's not in her job description, That's not in her job description, right?

right? right? Um but these are stories. These are Um but these are stories. These are Um but these are stories. These are people and so what value was that nurse people and so what value was that nurse people and so what value was that nurse compassion compassion compassion service what value was service what value was service what value was so you you link those behaviors so you you link those behaviors so you you link those behaviors and that's how you reinforce the and that's how you reinforce the and that's how you reinforce the culture. This is and this morning I sent culture. This is and this morning I sent culture. This is and this morning I sent a note to I I worked a half a day a note to I I worked a half a day a note to I I worked a half a day yesterday with a nurse at Gulf Coast yesterday with a nurse at Gulf Coast yesterday with a nurse at Gulf Coast Hospital. I put on the scrubs and I Hospital. I put on the scrubs and I Hospital. I put on the scrubs and I walked around with her and we took care walked around with her and we took care walked around with her and we took care of patients. of patients. of patients. Um Um Um cuz I like to do that. I like to work we cuz I like to do that. I like to work we cuz I like to do that. I like to work we call it working my shoes. call it working my shoes. call it working my shoes. And this morning I sent her a note and I And this morning I sent her a note and I And this morning I sent her a note and I thanked her for abiding by the following thanked her for abiding by the following thanked her for abiding by the following values cuz I see it when the patients values cuz I see it when the patients values cuz I see it when the patients talk about her and talk to her I see it talk about her and talk to her I see it talk about her and talk to her I see it in action. You know, thank you for being in action. You know, thank you for being in action. You know, thank you for being a nurse much less a nurse at Baptist. a nurse much less a nurse at Baptist. a nurse much less a nurse at Baptist. It's the value and so you just connect It's the value and so you just connect It's the value and so you just connect the dots. That That's that That See that the dots. That That's that That See that the dots. That That's that That See that right there? right there? right there? That's That's the behavior of this That's That's the behavior of this That's That's the behavior of this value. value. value. Um I said the other day Um I said the other day Um I said the other day um you know, we often say a a picture's um you know, we often say a a picture's um you know, we often say a a picture's worth a thousand words. Well, I say an worth a thousand words. Well, I say an worth a thousand words. Well, I say an example is worth a thousand lectures.

example is worth a thousand lectures. example is worth a thousand lectures. Well, here are 11 examples that we all Well, here are 11 examples that we all Well, here are 11 examples that we all should be inspired by. Go do more of should be inspired by. Go do more of should be inspired by. Go do more of that. that. that. That's legends. That's our values. That's legends. That's our values. That's legends. That's our values. That's our culture. That's our culture. That's our culture. You teach You teach You teach this better than any CEO I've ever seen. this better than any CEO I've ever seen. this better than any CEO I've ever seen. And and you know, to be able to And and you know, to be able to And and you know, to be able to implement it implement it implement it you really have to understand it. you really have to understand it. you really have to understand it. >> Mhm. >> Mhm. >> Mhm. >> I mean to to implement something that >> I mean to to implement something that >> I mean to to implement something that really will make a difference. You really will make a difference. You really will make a difference. You really have to understand it and so I really have to understand it and so I really have to understand it and so I think that's one thing I admire about think that's one thing I admire about think that's one thing I admire about you Mark is I see evidence I see I see great evidence in your life I see I see great evidence in your life of deep thinking. Uh of deep thinking. Uh of deep thinking. Uh because deep thinking because deep thinking because deep thinking brings uh brings to light ways of using brings uh brings to light ways of using brings uh brings to light ways of using principles that other people don't principles that other people don't principles that other people don't necessarily recognize. You know, you're necessarily recognize. You know, you're necessarily recognize. You know, you're you're not just knowing how it works, you're not just knowing how it works, you're not just knowing how it works, you know why it works as it does. And so you know why it works as it does. And so you know why it works as it does. And so now you can identify places that now you can identify places that now you can identify places that principle fits that nobody else really principle fits that nobody else really principle fits that nobody else really recognizes. The other thing that deep recognizes. The other thing that deep recognizes. The other thing that deep think deep thinking think deep thinking think deep thinking reveals itself to me and is uh a sense reveals itself to me and is uh a sense reveals itself to me and is uh a sense of humor and a sense of awe.

of humor and a sense of awe. of humor and a sense of awe. And you you are one of most fun people And you you are one of most fun people And you you are one of most fun people to talk with because to talk with because to talk with because you you're witty, you're funny, you have you you're witty, you're funny, you have you you're witty, you're funny, you have a great imagination a great imagination a great imagination for conversation like that. And you have for conversation like that. And you have for conversation like that. And you have a sense of awe. Meaning I can tell you a sense of awe. Meaning I can tell you a sense of awe. Meaning I can tell you my son caught three flounder and you're my son caught three flounder and you're my son caught three flounder and you're just like oh wow, how great is that? You just like oh wow, how great is that? You just like oh wow, how great is that? You know, and I've got a lot of friends that know, and I've got a lot of friends that know, and I've got a lot of friends that are like, oh good for you. are like, oh good for you. are like, oh good for you. >> [laughter] >> [laughter] >> [laughter] >> You know. >> You know. >> You know. >> I caught one bigger. >> I caught one bigger. >> I caught one bigger. >> Yeah. Yeah, and so so >> Yeah. Yeah, and so so >> Yeah. Yeah, and so so >> Yeah. >> Yeah. >> Yeah. >> to >> to >> to >> Uh >> Uh >> Uh >> I I I I find >> I I I I find >> I I I I find many company leaders many company leaders many company leaders um um um have have have have have have they've they've withdrawn into what they they've they've withdrawn into what they they've they've withdrawn into what they know. know. know. Um Um Um >> [clears throat] >> [clears throat] >> [clears throat] >> especially >> especially >> especially if things are going okay. if things are going okay. if things are going okay. I I find people really hesitant to I I find people really hesitant to I I find people really hesitant to change anything change anything change anything when things are going okay.

when things are going okay. when things are going okay. Why is that? Why is that? Why is that? >> Well, I think you know, success um can lead to complacency and complacency can lead to complacency and complacency will take you right to failure. will take you right to failure. will take you right to failure. Uh and so I think it's constantly Uh and so I think it's constantly Uh and so I think it's constantly pushing ourselves. pushing ourselves. pushing ourselves. um um um and never being completely satisfied. and never being completely satisfied. and never being completely satisfied. This is a journey that has no This is a journey that has no This is a journey that has no destination. Uh it's all about the next destination. Uh it's all about the next destination. Uh it's all about the next era, the next season, the next vision of era, the next season, the next vision of era, the next season, the next vision of an organization or a chapter of life or an organization or a chapter of life or an organization or a chapter of life or wherever you find yourself. wherever you find yourself. wherever you find yourself. And and and but with a deep appreciation And and and but with a deep appreciation And and and but with a deep appreciation of the why behind this all. of the why behind this all. of the why behind this all. Um I understand how culture works and Um I understand how culture works and Um I understand how culture works and the mechanics of connecting the dots and the mechanics of connecting the dots and the mechanics of connecting the dots and doing all that doesn't matter if you doing all that doesn't matter if you doing all that doesn't matter if you don't appreciate the value of culture to don't appreciate the value of culture to don't appreciate the value of culture to begin with. And there are leaders who begin with. And there are leaders who begin with. And there are leaders who say, "Yeah, yeah, that's soft and warm say, "Yeah, yeah, that's soft and warm say, "Yeah, yeah, that's soft and warm and fuzzy stuff. It just really is there and fuzzy stuff. It just really is there and fuzzy stuff. It just really is there a business case for it?" a business case for it?" a business case for it?" Uh yeah, Uh yeah, Uh yeah, uh absolutely. In fact, it's the secret uh absolutely. In fact, it's the secret uh absolutely. In fact, it's the secret sauce. It's what separates, I think, sauce. It's what separates, I think, sauce. It's what separates, I think, successful organizations from failed successful organizations from failed successful organizations from failed organizations. Culture.

organizations. Culture. organizations. Culture. A culture that's thriving is healthy, it A culture that's thriving is healthy, it A culture that's thriving is healthy, it engages the team members, and everybody engages the team members, and everybody engages the team members, and everybody connects and feel finds their belonging, connects and feel finds their belonging, connects and feel finds their belonging, and is consistent. and is consistent. and is consistent. You I often ask You I often ask You I often ask give me examples of of great cultures. give me examples of of great cultures. give me examples of of great cultures. And then sometimes people throw out And then sometimes people throw out And then sometimes people throw out different companies, but every time different companies, but every time different companies, but every time they'll say Chick-fil-A. they'll say Chick-fil-A. they'll say Chick-fil-A. 100% of the time. Everybody Someone will 100% of the time. Everybody Someone will 100% of the time. Everybody Someone will say Chick-fil-A. And I'll remind them, say Chick-fil-A. And I'll remind them, say Chick-fil-A. And I'll remind them, if you go to the Chick-fil-A in if you go to the Chick-fil-A in if you go to the Chick-fil-A in Pensacola or Mobile or if you go to the Pensacola or Mobile or if you go to the Pensacola or Mobile or if you go to the Chick-fil-A in Atlanta or Birmingham, Chick-fil-A in Atlanta or Birmingham, Chick-fil-A in Atlanta or Birmingham, what do they tell you? The same thing. what do they tell you? The same thing. what do they tell you? The same thing. My pleasure. That's not an accident. My pleasure. That's not an accident. My pleasure. That's not an accident. It's the intentionality It's the intentionality It's the intentionality and the why and the why and the why of why we act this way at fill in the of why we act this way at fill in the of why we act this way at fill in the blank. In our case, Baptist Health Care. blank. In our case, Baptist Health Care. blank. In our case, Baptist Health Care. It's the why because people's lives They It's the why because people's lives They It's the why because people's lives They sell chicken. sell chicken. sell chicken. They have a wonderful culture and I love They have a wonderful culture and I love They have a wonderful culture and I love Chick-fil-A. Chick-fil-A. Chick-fil-A. We save lives. We impact people. We save lives. We impact people. We save lives. We impact people. There's no excuse not to have a thriving There's no excuse not to have a thriving There's no excuse not to have a thriving healthy culture. healthy culture. healthy culture. >> Wow. Um Um >> You know, >> You know, >> You know, as I started with a little while ago as I started with a little while ago as I started with a little while ago people are drawn to health care for a people are drawn to health care for a people are drawn to health care for a reason. It's not to get rich.

reason. It's not to get rich. reason. It's not to get rich. But it's to find their place. This nurse But it's to find their place. This nurse But it's to find their place. This nurse yesterday, all right, Misty, sweetest yesterday, all right, Misty, sweetest yesterday, all right, Misty, sweetest girl you'll ever meet. She's found her girl you'll ever meet. She's found her girl you'll ever meet. She's found her place. She's helping people. She watched place. She's helping people. She watched place. She's helping people. She watched her help uh five elderly patients her help uh five elderly patients her help uh five elderly patients yesterday. Amazing care and compassion. yesterday. Amazing care and compassion. yesterday. Amazing care and compassion. And ownership and and and And ownership and and and And ownership and and and and all and I it's I and all and I it's I and all and I it's I picture somebody who hates dogs picture somebody who hates dogs picture somebody who hates dogs and works for a veterinarian. and works for a veterinarian. and works for a veterinarian. >> [laughter] >> [laughter] >> [laughter] >> You ever thought about that? I hate dogs >> You ever thought about that? I hate dogs >> You ever thought about that? I hate dogs and I'm going to go to work for the vet. and I'm going to go to work for the vet. and I'm going to go to work for the vet. No, people that go that work for a No, people that go that work for a No, people that go that work for a veterinarian, they love dogs. Love dogs. veterinarian, they love dogs. Love dogs. veterinarian, they love dogs. Love dogs. They'll hug them. How old is how you They'll hug them. How old is how you They'll hug them. How old is how you been? It's been so long. You all right? been? It's been so long. You all right? been? It's been so long. You all right? Look. Look. Look. Well, what about health care? Picture Well, what about health care? Picture Well, what about health care? Picture somebody that works in health care that somebody that works in health care that somebody that works in health care that hates people. hates people. hates people. >> [laughter] >> [laughter] >> [laughter] >> And there are some. And there are some. >> And there are some. And there are some. >> And there are some. And there are some. Golly, what? What's What are we doing Golly, what? What's What are we doing Golly, what? What's What are we doing here? here? here? Uh and you can't train that, right? You Uh and you can't train that, right? You Uh and you can't train that, right? You I guess I mean you just take the lid off I guess I mean you just take the lid off I guess I mean you just take the lid off and let them go express it in their own and let them go express it in their own and let them go express it in their own special way. special way. special way. >> I think that you I think that >> I think that you I think that >> I think that you I think that you you maybe can't train it, you you maybe can't train it, you you maybe can't train it, but you can suggest actions but you can suggest actions but you can suggest actions that enhance it.

that enhance it. that enhance it. >> Mhm. >> Mhm. >> Mhm. >> And I think that you can >> And I think that you can >> And I think that you can train people to think toward those train people to think toward those train people to think toward those actions. actions. actions. >> Mhm. >> Mhm. >> Mhm. >> So, >> So, >> So, but you can't but you can't but you can't you can't train that feeling. you can't train that feeling. you can't train that feeling. >> Mhm. >> Mhm. >> Mhm. No, you can't. You got to discover it. No, you can't. You got to discover it. No, you can't. You got to discover it. You got to identify it in the hiring You got to identify it in the hiring You got to identify it in the hiring process process process uh and then give them the freedom to uh and then give them the freedom to uh and then give them the freedom to understand I can express that here understand I can express that here understand I can express that here freely. freely. freely. Uh and encourage that. And then go Uh and encourage that. And then go Uh and encourage that. And then go understand that you're going to make a understand that you're going to make a understand that you're going to make a difference in someone's life, even difference in someone's life, even difference in someone's life, even today. today. today. >> And then in the interview with >> And then in the interview with >> And then in the interview with be aware. be aware. be aware. We have fired people during our We have fired people during our We have fired people during our orientation. [laughter] Every now and then I will I don't always Every now and then I will I don't always do it in the more orientation, but I'll do it in the more orientation, but I'll do it in the more orientation, but I'll tell them sometimes tell them sometimes tell them sometimes at the end of my hour and I've set a at the end of my hour and I've set a at the end of my hour and I've set a high bar and we talked very frankly. high bar and we talked very frankly. high bar and we talked very frankly. I'll say. I'll say. I'll say. All right, y'all. All right, y'all. All right, y'all. I'm wrapping up here. I'm wrapping up here. I'm wrapping up here. This is a lot. It's a high bar. It's a This is a lot. It's a high bar. It's a This is a lot. It's a high bar. It's a high expectation. I understand if this high expectation. I understand if this high expectation. I understand if this is too much. So, we're about to take a is too much. So, we're about to take a is too much. So, we're about to take a break and HR's in the back. If this is break and HR's in the back. If this is break and HR's in the back. If this is too much, too much, too much, just hand them your badge. We get it.

just hand them your badge. We get it. just hand them your badge. We get it. I have asked people to resign during I have asked people to resign during I have asked people to resign during orientation. If it's heavy, if I sense orientation. If it's heavy, if I sense orientation. If it's heavy, if I sense that this crowd's like, that this crowd's like, that this crowd's like, you know, you know, you know, it they're in the back. It's okay. No it they're in the back. It's okay. No it they're in the back. It's okay. No harm, no foul. You can turn your badge harm, no foul. You can turn your badge harm, no foul. You can turn your badge in. If you come back from that break, in. If you come back from that break, in. If you come back from that break, you're all in. We're here in this you're all in. We're here in this you're all in. We're here in this together. Yep. together. Yep. together. Yep. >> Wow. >> Wow. >> Wow. >> It's just got to be You know, there's >> It's just got to be You know, there's >> It's just got to be You know, there's nothing You can't hold people nothing You can't hold people nothing You can't hold people accountable to something if you're not accountable to something if you're not accountable to something if you're not being clear what the expectations are. being clear what the expectations are. being clear what the expectations are. >> Okay. >> Okay. >> Okay. >> And you shouldn't be clear on >> And you shouldn't be clear on >> And you shouldn't be clear on expectations month six. It should be day expectations month six. It should be day expectations month six. It should be day one. It should be hour one. I've got two things before we say I've got two things before we say goodbye. goodbye. goodbye. One is One is One is It's kind of a It's kind of a It's kind of a The first one is kind of a two-part The first one is kind of a two-part The first one is kind of a two-part question. It's How can we help you? And question. It's How can we help you? And question. It's How can we help you? And maybe helping you is asking something maybe helping you is asking something maybe helping you is asking something that I haven't asked. What What is that I haven't asked. What What is that I haven't asked. What What is something I mean, what is something you something I mean, what is something you something I mean, what is something you wake up with wake up with wake up with sometimes you got, I wish people knew sometimes you got, I wish people knew sometimes you got, I wish people knew this. I just wish people knew People's this. I just wish people knew People's this. I just wish people knew People's lives would be better if they knew this.

lives would be better if they knew this. lives would be better if they knew this. People would be able to navigate better People would be able to navigate better People would be able to navigate better if they knew this. I mean, and and if they knew this. I mean, and and if they knew this. I mean, and and answer me however you feel led to answer me however you feel led to answer me however you feel led to because you and I Faith is a big part of because you and I Faith is a big part of because you and I Faith is a big part of our lives. And so, our lives. And so, our lives. And so, um What What is it in your life? What What What What is it in your life? What What do you feel like do you feel like do you feel like you have found, you figured out you have found, you figured out you have found, you figured out in the past few months that you think, in the past few months that you think, in the past few months that you think, How am I going to get that out? How do I How am I going to get that out? How do I How am I going to get that out? How do I tell other people that? I'm not a tell other people that? I'm not a tell other people that? I'm not a preacher, I'm not, you know, necessarily preacher, I'm not, you know, necessarily preacher, I'm not, you know, necessarily a I'm not going around the country a I'm not going around the country a I'm not going around the country speaking. speaking. speaking. How do I get that How do I get that How do I get that What is it that you have? What is it that you have? What is it that you have? >> Well, you know, someone asked me a >> Well, you know, someone asked me a >> Well, you know, someone asked me a similar question last night. I was at a similar question last night. I was at a similar question last night. I was at a an event downtown. It was a kind of a an event downtown. It was a kind of a an event downtown. It was a kind of a speaker and asked me what what's your speaker and asked me what what's your speaker and asked me what what's your bush list? And the bush list? And the bush list? And the my answer my answer my answer >> [clears throat] >> [clears throat] >> [clears throat] >> to to him and to you this morning I I I >> to to him and to you this morning I I I >> to to him and to you this morning I I I I think I think I think um um um it's finding purpose. Finding your it's finding purpose. Finding your it's finding purpose. Finding your purpose. I one of the five patients that purpose. I one of the five patients that purpose. I one of the five patients that this nurse took care of yesterday was a this nurse took care of yesterday was a this nurse took care of yesterday was a 37-year-old 37-year-old 37-year-old um female um female um female lost her five kids to foster care, was lost her five kids to foster care, was lost her five kids to foster care, was living in a foreclosed living in a foreclosed living in a foreclosed home. She'd been She's been with us over home. She'd been She's been with us over home. She'd been She's been with us over 3 weeks. We have no place to discharge 3 weeks. We have no place to discharge 3 weeks. We have no place to discharge her to.

her to. her to. And she's unmotivated And she's unmotivated And she's unmotivated and she doesn't have a home environment and she doesn't have a home environment and she doesn't have a home environment to send her home to. No to send her home to. No to send her home to. No skill nursing home take her. skill nursing home take her. skill nursing home take her. Um Um Um where she go from here? where she go from here? where she go from here? Um and the question really is why does Um and the question really is why does Um and the question really is why does she go from here? she go from here? she go from here? Um Um Um >> All right, let me ask you this. I'm >> All right, let me ask you this. I'm >> All right, let me ask you this. I'm going to stop the story. going to stop the story. going to stop the story. >> Mhm. >> Mhm. >> Mhm. Mhm. Mhm. Mhm. >> If she was at any other hospital, what >> If she was at any other hospital, what >> If she was at any other hospital, what would happen to her? would happen to her? would happen to her? >> Well, that's the funny thing. >> Well, that's the funny thing. >> Well, that's the funny thing. Not funny, the interesting thing. As I Not funny, the interesting thing. As I Not funny, the interesting thing. As I watched the team gather at the nurses' watched the team gather at the nurses' watched the team gather at the nurses' station, when I say team, I'm talking station, when I say team, I'm talking station, when I say team, I'm talking two doctors, nurses, rehab, case two doctors, nurses, rehab, case two doctors, nurses, rehab, case managers, social workers, all there to managers, social workers, all there to managers, social workers, all there to get dieticians, get dieticians, get dieticians, all talking about this patient. all talking about this patient. all talking about this patient. Well, we could try this and yeah, but Well, we could try this and yeah, but Well, we could try this and yeah, but what Well, what about that? And I what Well, what about that? And I what Well, what about that? And I I'll call them. I'll call them. I'll call them. They weren't judgmental. They weren't judgmental. They weren't judgmental. They weren't accusational, they weren't They weren't accusational, they weren't They weren't accusational, they weren't apathetic at all. They were trying to apathetic at all. They were trying to apathetic at all. They were trying to find find find a spark for this 37-year-old lady a spark for this 37-year-old lady a spark for this 37-year-old lady who is is a malingerer. She She's just who is is a malingerer. She She's just who is is a malingerer. She She's just motivated to get better.

motivated to get better. motivated to get better. How can we help her find a pathway, a How can we help her find a pathway, a How can we help her find a pathway, a purpose, other than just laying in a purpose, other than just laying in a purpose, other than just laying in a hospital bed with nowhere to go? hospital bed with nowhere to go? hospital bed with nowhere to go? It's it's sad, yet it's real and it's It's it's sad, yet it's real and it's It's it's sad, yet it's real and it's common, unfortunately. common, unfortunately. common, unfortunately. And it kind of comes back to your And it kind of comes back to your And it kind of comes back to your question, you know, question, you know, question, you know, it's about purpose. I think if nothing else, find your I think if nothing else, find your purpose. Discover your purpose, create purpose. Discover your purpose, create purpose. Discover your purpose, create your purpose. your purpose. your purpose. Um and and and thinking about the Um and and and thinking about the Um and and and thinking about the comparison and contrast of a passionate, comparison and contrast of a passionate, comparison and contrast of a passionate, as aspirational, driven individual who as aspirational, driven individual who as aspirational, driven individual who knows what they want and need to knows what they want and need to knows what they want and need to accomplish in life accomplish in life accomplish in life compared to what I saw yesterday. compared to what I saw yesterday. compared to what I saw yesterday. Uh I have been carrying this around for Uh I have been carrying this around for Uh I have been carrying this around for 26 years now. This is my purpose. 26 years now. This is my purpose. 26 years now. This is my purpose. And these are my values and And these are my values and And these are my values and um you know, to live a life that brings um you know, to live a life that brings um you know, to live a life that brings glory to God and draws others into his glory to God and draws others into his glory to God and draws others into his kingdom. That's my purpose. That's why I kingdom. That's my purpose. That's why I kingdom. That's my purpose. That's why I was put on this planet and my personal was put on this planet and my personal was put on this planet and my personal values and what they are and what they values and what they are and what they values and what they are and what they look like.

look like. look like. And you know, we all God has a plan. And you know, we all God has a plan. And you know, we all God has a plan. Jeremiah 29. We God has a plan for each Jeremiah 29. We God has a plan for each Jeremiah 29. We God has a plan for each and every one of us. and every one of us. and every one of us. Um and Um and Um and it's not a cosmic scavenger hunt to it's not a cosmic scavenger hunt to it's not a cosmic scavenger hunt to figure that out. figure that out. figure that out. Find it. Find your purpose uh and your Find it. Find your purpose uh and your Find it. Find your purpose uh and your reason to get out of bed every day. reason to get out of bed every day. reason to get out of bed every day. Um and cuz I think there's nothing more Um and cuz I think there's nothing more Um and cuz I think there's nothing more I If anybody knew their purpose, it was I If anybody knew their purpose, it was I If anybody knew their purpose, it was Jesus Christ. How many times in did the Jesus Christ. How many times in did the Jesus Christ. How many times in did the scripture, "I am here. I was brought. I scripture, "I am here. I was brought. I scripture, "I am here. I was brought. I will have come to not to be con- will have come to not to be con- will have come to not to be con- condemning, but to save. I to you know, condemning, but to save. I to you know, condemning, but to save. I to you know, to bring glory to my father." to bring glory to my father." to bring glory to my father." He knew why he was here on this earth. He knew why he was here on this earth. He knew why he was here on this earth. So should we. And so if there was So should we. And so if there was So should we. And so if there was something I could shout from the something I could shout from the something I could shout from the rooftop, it would be exactly that. Find rooftop, it would be exactly that. Find rooftop, it would be exactly that. Find your find your why, Uh and and then go your find your why, Uh and and then go your find your why, Uh and and then go after it with every after it with every after it with every bone in your being. bone in your being. bone in your being. >> Wow. >> Wow. >> Wow. Thank you for being here. And that leads Thank you for being here. And that leads Thank you for being here. And that leads me to my final question is will you come back? I probably I will you come back? I probably I probably only I mean this is like 380 probably only I mean this is like 380 probably only I mean this is like 380 podcasts. I've probably only done that podcasts. I've probably only done that podcasts. I've probably only done that three or four times. Ask somebody while three or four times. Ask somebody while three or four times. Ask somebody while they're on the air if they're coming.

they're on the air if they're coming. they're on the air if they're coming. But I already I sense But I already I sense But I already I sense we could talk for a day. I could lead we could talk for a day. I could lead we could talk for a day. I could lead you with questions and and you with questions and and you with questions and and you you have forgotten more than most you you have forgotten more than most you you have forgotten more than most people know about creating and leading employees. And so I creating and leading employees. And so I would love to have you back and and and would love to have you back and and and would love to have you back and and and next time rather than just next time rather than just next time rather than just kind of an overview, kind of an overview, kind of an overview, I'd like to have like a couple of I'd like to have like a couple of I'd like to have like a couple of specific topics about leadership or specific topics about leadership or specific topics about leadership or about, you know, about, you know, about, you know, um um um I I mean I I've I I mean I I've I I mean I I've I work with some CEOs, but I've often I work with some CEOs, but I've often I work with some CEOs, but I've often wondered wondered wondered where do these guys go? You know, where where do these guys go? You know, where where do these guys go? You know, where do these do these do these ladies and gentlemen go to ladies and gentlemen go to ladies and gentlemen go to to learn? to learn? to learn? I mean cuz they've kind of reached that I mean cuz they've kind of reached that I mean cuz they've kind of reached that top and top and top and a lot of them are not thinking deeply, a lot of them are not thinking deeply, a lot of them are not thinking deeply, which means which means which means they're going to have to rely on they're going to have to rely on they're going to have to rely on somebody to do that for them or inspire somebody to do that for them or inspire somebody to do that for them or inspire that in them.

that in them. that in them. And I think you may be the guy. And so And I think you may be the guy. And so And I think you may be the guy. And so will you come back? will you come back? will you come back? >> I'll tell you what, I'll make a deal. If >> I'll tell you what, I'll make a deal. If >> I'll tell you what, I'll make a deal. If you'll go back and watch this one more you'll go back and watch this one more you'll go back and watch this one more time and still think it's worth coming I time and still think it's worth coming I time and still think it's worth coming I would be honored and humbled to anytime. would be honored and humbled to anytime. would be honored and humbled to anytime. We have scratched the proverbial surface We have scratched the proverbial surface We have scratched the proverbial surface of of stuff. We could of stuff. We could We could talk all day, go very deep, go We could talk all day, go very deep, go We could talk all day, go very deep, go very broad. very broad. very broad. As long as you want to do it, I'd be I'd As long as you want to do it, I'd be I'd As long as you want to do it, I'd be I'd be honored to do that. be honored to do that. be honored to do that. >> Okay. Well, we're going to do that. >> Okay. Well, we're going to do that. >> Okay. Well, we're going to do that. We're going to do that. Thank you for We're going to do that. Thank you for We're going to do that. Thank you for being here. being here. being here. >> My pleasure. Really was. >> My pleasure. Really was. >> My pleasure. Really was. >> All right, buddy. I'm Andy Andrews, the professional I'm Andy Andrews, the professional noticer, harnessing common sense and noticer, harnessing common sense and noticer, harnessing common sense and wisdom to plow through challenges all wisdom to plow through challenges all wisdom to plow through challenges all the way to an answer for you. And the way to an answer for you. And the way to an answer for you. And I think that'll do it for this week. Get I think that'll do it for this week. Get I think that'll do it for this week. Get us out of here, Matthew. us out of here, Matthew. us out of here, Matthew. So, ladies and gentlemen, and to the So, ladies and gentlemen, and to the So, ladies and gentlemen, and to the boys and girls who aspire to become boys and girls who aspire to become boys and girls who aspire to become [music] ladies and gentlemen, we have [music] ladies and gentlemen, we have [music] ladies and gentlemen, we have reached the end of another episode of reached the end of another episode of reached the end of another episode of The Professional Noticer. [music] In a The Professional Noticer. [music] In a The Professional Noticer. [music] In a world where common sense has become a world where common sense has become a world where common sense has become a superpower, I'm harnessing that tiny bit superpower, I'm harnessing that tiny bit superpower, I'm harnessing that tiny bit of mental energy I have for you, of mental energy I have for you, of mental energy I have for you, >> [music] >> [music] >> [music] >> seeking wisdom, making observations, and >> seeking wisdom, making observations, and >> seeking wisdom, making observations, and endeavoring to answer tough questions in endeavoring to answer tough questions in endeavoring to answer tough questions in a way that will empower your family and a way that will empower your family and a way that will empower your family and your business. I'm Andy Andrews. [music] your business. I'm Andy Andrews. [music] your business. I'm Andy Andrews. [music] Until next week, Until next week, Until next week, goodbye.

>> [music] >> [music] >> This episode of The Professional Noticer >> This episode of The Professional Noticer >> This episode of The Professional Noticer was produced by Matt Linford. The was produced by Matt Linford. The was produced by Matt Linford. The Noticer theme written and performed by Noticer theme written and performed by Noticer theme written and performed by Sugar Cane Jane. Speaker [music] rigs Sugar Cane Jane. Speaker [music] rigs Sugar Cane Jane. Speaker [music] rigs for the cast and crew provided by for the cast and crew provided by for the cast and crew provided by Twinkle and Smoke of Beverly Hills. Twinkle and Smoke of Beverly Hills. Twinkle and Smoke of Beverly Hills. Additional financial consideration Additional financial consideration Additional financial consideration provided by The Meadows at Iron Fist provided by The Meadows at Iron Fist provided by The Meadows at Iron Fist Village, America's premier extreme HOA Village, America's premier extreme HOA Village, America's premier extreme HOA community where standards aren't just community where standards aren't just community where standards aren't just enforced, they're celebrated. Here, enforced, they're celebrated. Here, enforced, they're celebrated. Here, freedom means choosing a mailbox color freedom means choosing a mailbox color freedom means choosing a mailbox color from one of our three approved shades of from one of our three approved shades of from one of our three approved shades of brown, and individuality is proudly brown, and individuality is proudly brown, and individuality is proudly expressed through identical beige expressed through identical beige expressed through identical beige outdoor furniture. Our dedicated HOA outdoor furniture. Our dedicated HOA outdoor furniture. Our dedicated HOA patrol team monitors grass height patrol team monitors grass height patrol team monitors grass height hourly, measures holiday wreaths for hourly, measures holiday wreaths for hourly, measures holiday wreaths for compliance, and responds to unauthorized compliance, and responds to unauthorized compliance, and responds to unauthorized wind chimes within minutes. At The wind chimes within minutes. At The wind chimes within minutes. At The Meadows, you can finally enjoy peace of Meadows, you can finally enjoy peace of Meadows, you can finally enjoy peace of mind knowing your neighbors will never mind knowing your neighbors will never mind knowing your neighbors will never paint their shutters anything other than paint their shutters anything other than paint their shutters anything other than dark brown, or leave a trash can visible dark brown, or leave a trash can visible dark brown, or leave a trash can visible anywhere to the human eye. Upon move-in, anywhere to the human eye. Upon move-in, anywhere to the human eye. Upon move-in, every resident receives a complimentary every resident receives a complimentary every resident receives a complimentary tape measure, a 435-page tape measure, a 435-page tape measure, a 435-page handbook, and two written warnings just handbook, and two written warnings just handbook, and two written warnings just to set the tone. Unauthorized laughter to set the tone. Unauthorized laughter to set the tone. Unauthorized laughter after 9:00 p.m., that's a $50 fine. Bird after 9:00 p.m., that's a $50 fine. Bird after 9:00 p.m., that's a $50 fine. Bird feeder too festive, that's a $75 fine.

feeder too festive, that's a $75 fine. feeder too festive, that's a $75 fine. Washing a car in your own driveway at Washing a car in your own driveway at Washing a car in your own driveway at any time other than 1:30 p.m. to 4:00 any time other than 1:30 p.m. to 4:00 any time other than 1:30 p.m. to 4:00 p.m. on a Saturday, a $100 fine. On the p.m. on a Saturday, a $100 fine. On the p.m. on a Saturday, a $100 fine. On the other side of the ledger, you get to other side of the ledger, you get to other side of the ledger, you get to keep 25% of the fine amounts generated keep 25% of the fine amounts generated keep 25% of the fine amounts generated by the neighbors you turn in. We are the by the neighbors you turn in. We are the by the neighbors you turn in. We are the Meadows at Iron Fist Village, where Meadows at Iron Fist Village, where Meadows at Iron Fist Village, where nothing says community like reciprocal nothing says community like reciprocal nothing says community like reciprocal surveillance.