Are You Happy With Your Results (Who’s Responsible For Your Performance)?

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My friend, a therapeutic professional and part of my athletic training recovery program, was accused by his boss of delivering below his sales quota. He said it didn’t seem right: a simple calculation of his number of appointments times bill rates added up to much more than the business performance reports credited him.

The result was uncomfortable conversations between himself and the operations manager, an owner of the business. You know the kind: “Earn your keep or else.”**

A few weeks later, I’m opening my mail and there’s an insurance claim notification for his office. I notice it says the treating clinician is another practitioner in the clinic, whom I’d seen when I started going there.

After I think about it for a while, I decide maybe there’s a correlation between the accounting discrepancy and the clinic’s sales reporting. I call. Almost miraculously, he answers the phone. I explain what I noticed.

He looks in the CRM system, and he finds 20% of his patients are assigned to other clinicians. His appointment and resulting sales numbers are off by 20%. Numerous clients are misreported. Since one of the clinicians is a clinic owner and a primary marketer of the business, no one thinks twice about the fact that his sales are higher — until the operations manager blames other staff members for not pulling their own weight.

All’s well that ends well, as long as someone is managing the details.

Results

  • My friend gets to keep his job.
  • The accusations die down.
  • The front desk now updates the client records so treating clinician is the one who’s actually treating the patient.
  • The clinic is now correctly reporting to the insurance company.

Opportunities For Consideration And Action

  • Could you or your company use some help identifying the root cause of unexplained discrepancies in your results?
  • Where are your results not meeting expectations?
  • Have you looked into the details?
  • Where’s the incentive to overcome the hurdle, and for whom?
  • How far outside your zone of influence or comfort have you gone to overcome the problem?
  • Who is rewarded, and who is hurt, by continuing things as they are?
  • What are the costs of achieving a breakthrough?
  • Are you ready for a breakthrough, or is status quo good enough?
  • What’s the safe choice, and where are the risks, and for whom?
  • What values are reflected in the status quo, and what values would be reflected in the case of a breakthrough?
  • Live your values.
  • Get to the bottom of it!

**Quotes in this article are not exact quotes from the conversations. They are representative of the spirit and content of the conversations, as I recall them.

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Hi, I’m Dylan Cornelius.

I’ve spent my career helping Fortune 500 companies build custom products and change the lives of their employees and customers.

Now I teach people everywhere how to get great results, manage change, and change their lives, with product development, continuous improvement, and agile management practices of the best businesses.

It can work for self development, life problems, your fitness plan, and chronic illness. Of course, it can even help at work.

I was the first son of a new teen mom. By the time I was 2, she was a single mom of 2, living with her parents and working a retail job as a cashier at a pharmacy. She remarried by the time I was 4.

My stepfather adopted me and my brother. He worked in construction 7 days a week to support the family.

Throughout my childhood, I learned firsthand the value of hard work. I was first in my family to do many things, and I’ve often done them the hard way: college on student loans while living on campus at UC Berkeley, an MBA while working full time. Later in life I ran a marathon, then 4 more and counting… I’ve learned multiple definitions of ‘healthy diet plan’, first as I lost 50 pounds, then again after I earned an autoimmune diagnosis.

In graduate school, I concentrated in “Management of Innovation” — after all, I worked in Silicon Valley, and I’d grown up just down the road! It was there I learned we don’t have to work so hard, (but it helps)!

We don’t have to rely on trial and error or hope, or just settle for less than we really want.

There’s a better way to get great results and change your life.

Let me show you how to manage change, get great results, and change your life with product development, continuous improvement, and agile management practices of the best businesses.

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